Job Title

Client Services Director (CSD)Please make an application promptly if you are a good match for this role due to high levels of interest.About Client Services at LuminousLuminous is a 70-strong, strategic communications agency based in London, working with a global client base which includes leading brands such as Coca-Cola HBC, Dominos Pizza, Informa, Legal & General, Sage and Tetra Pak. The Client Services (CS) team, consisting of around 20 people, manages a diversified suite of services, across four core disciplines: Reporting, Sustainability, Brand and Digital. With an ambitious agency growth strategy in place for FY2627, a CSD with operational experience, strategic vision and a growth mindset is critical to the future success of the agency.Role summary The purpose of the CSDs role is to evolve and embed consistent quality processes, working closely with our creative, strategic and production teams to ensure smooth and integrated delivery of projects, retain and grow accounts, drive effective and efficient project delivery, create development opportunities and improve client satisfaction. Success in the role will be centred around client retention and sustained account growth, so alongside effective project delivery, you will be responsible for creating future-looking strategies to meet client development revenue targets. You will need to drive commercial awareness throughout the CS team, so proactive resource management and utilisation planning will be critical.As a member of the agencys Senior Leadership Team, you will also be a key voice in evolving and driving the strategic vision of the agency.Key responsibilitiesDelivery of exceptional operational service Oversee daily Client Services operations and project deliveryEvolve and embed consistent and quality delivery processes across the entire CS teamDevelop a strong understanding of each key clients needs and develop flexible activities to effectively address these demandsProactively improve our Client Services strategy, enhancing the client journey to better accommodate their needs and expectationsClient development Portfolio mapping and strategic account planning to meet revenue generation targets Work with the Growth Director and Team Leaders to develop, define and deliver account development strategiesWork closely with the Client Experience Director to monitor client satisfaction, proactively responding to any opportunities to enhance services and processes to keep relationships on track Team leadership and managementResource planning strategic planning aligned with forecastEvolve an effective team structure with clear reporting lines, ensuring senior people are effectively supported, while junior people are empowered to own accountsDefine effective CS team induction processes driving consistent and quality delivery across all levels/rolesEnsure CS team Performance Reviews (GPS) are effectively completed on time and individual objectives monitoredOperational upskilling of CS team monitor skill-set and put training and mentoring processes in place where neededWork with HR to define clear career path strategies for the CS team ensuring the teams Competence Framework is effectively adoptedAdopt motivational techniques to inspire growth and team developmentCreate vibrant team culture and social engagement activitiesNew Business developmentLead on key New Business pitch opportunities Develop CS pitch leadership strategies and quality of pitch delivery across the CS teamSenior Leadership activitiesAttend weekly agency Heads-Up sessionsEngage in monthly Senior Leadership Team sessionsPresent at agency Town Halls at relevant opportunitiesWork closely with the Finance Director to develop utilisation strategies to meet commercial KPIsIlluminating possibility and living our Values At Luminous, what we do matters. It has meaning and makes a difference. We balance expertise with ambition to try new things and make every opportunity count.Our culture is a conscious choice. We are inspired by our purpose to illuminate possibility, and guided by our values to lead with insight, create positive impact, build teams, remove barriers and be kind.We hire bright people with positive attitudes and nurture their abilities. We are proud of our individual strengths, collective expertise and what we achieve together.We embrace and celebrate diversity, inclusivity, and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We truly believe the more inclusive we are, the better we are.