Growth through Talent

Digital Planning Lead, Client Services - Multi-Channel

Agency - Marketing
Ref: 3159 Date Posted: Tuesday 09 Jul 2024

Digital Planning Lead - Client Services 

North London - Hybrid (3 days on-site per week)

Permanent - September start date


I'm currently working with a leading ecommerce agency who's passionate about growth. This is a great opportunity for anyone with a proven track record of being able to build strategic relationships with clients to deliver growth for their clients and for the agency, and candidates with strong experience in developing performance marketing strategies for businesses, particularly in the ecommerce and retail space.

We are specifically looking for someone with a background in digital planning, including expertise in platforms such as Meta Ads, Google Ads, TikTok Ads, and other digital advertising channels.

You will own a group of ecommerce and retail clients, comprising accounts run by the ADs within the team and 2-3 accounts which you will initially run yourself. You will be responsible for the high-level strategy, overseeing the client relationship to ensure they are satisfied that we are delivering against agreed KPIs. You’ll be responsible for ensuring the client is introduced to other products and services we provide to help build a long and happy relationship with them. Additionally you will be responsible for contract renewals to ensure our clients extend their contracts and continue working with us.


Key Responsibilities

Ownership of Client Relationships and Happiness

  • Owning a group of accounts worth in excess of £2 million annually
  • Accountable for the delivery and quality of client Business Reviews across the team, presenting and managed with senior client stakeholders
  • Accountable for monitoring and improving (where appropriate) Client Happiness scores across your group
  • Build and maintain senior level relationships with clients


Ownership of Performance Planning

  • Development and refinement of the agencies approach to performance planning across digital channels for our clients in order to maximise their desired business outcomes, including platforms like Meta Ads, Google Ads, TikTok Ads, and other relevant digital advertising channels.
  • Collaborating with teams across the agency, in particular Delivery, Sales and the rest of the Client service organisation, to embed this approach into their operational processes and client-facing sales and marketing materials
  • Providing clients with strategic recommendations on their marketing strategies, and reviewing and refining the strategies developed by your team, to ensure they consider best practices and are geared towards delivering client success


Ownership of Client Revenue Pipeline

  • Ownership of client revenue planning in your portfolio, including forecasting, setting annual targets, deal closing & contract negotiation
  • Accountable for best-in-class client-onboarding and set up
  • Accountable for invoicing and financial management of the accounts within your group
  • Responsible for contract and renewals and extensions within your group of accounts


Team management

  • Line management of account directors including setting and reviewing of quarterly OKRs and bi-annual reviews of your team members
  • Supporting the Client Services Director in building and managing a best in class client services team


About you

  • You will have a strong track record in and passion for paid digital advertising, working with platforms including Meta, Google, TikTok and Pinterest to drive business growth
  • You will have proven experience of leading teams of client services people
  • You will have experience of working with B2C brands - ideally in the retail and ecommerce vertical - and understand the pressures on their businesses
  • You are self aware and are able to adapt your communication style as required to get the outcomes you need
  • You are commercially aware and are comfortable with numbers and excel spreadsheets
  • You have an entrepreneurial spirit and enjoy setting targets and working to achieve them
  • You get a sense of accomplishment from seeing the impact of your work, which means you don't mind rolling your sleeves up when necessary and getting stuck in to help make things happen
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