About Ah Um
Hi, we’re Ah Um – the most flexible content studio in the world.
We’re a new, independent communications agency based in London. We build tailored, in-house creative teams for our clients that power digital transformation, marketing campaigns and content delivery.
We’re growing. So, we’re looking for new team members to join the company, advance our experience, skill set and expertise and help us achieve our ambitious growth goals for 2022 and beyond.
About the role
As the Client Services Director your role will be to own all client communication, reporting and relationships with clients. This senior role involves working closely with both the Managing Director and Content Lead to ensure that every client receives the very best strategic approach consistently, understands it and buys into the plan.
The role is also commercially focused with the ultimate measure of success being the growth of overall client spend and the meeting of upsell targets driven by the excellent work we are doing on nurturing and growing long term relationships with clients.
Alongside the strategy team, you’ll be responsible for the selling of all plans, ensuring that clients are informed and happy throughout the process. You’ll also oversee the delivery of those plans, working with your team to keep the client informed at all times on how the project progressing, what we’re doing, when, why and how.
There will also be times when you also need to be the lead on any escalation of client issues and manage them to a successful conclusion.
You’ll be expected to work closely with creatives to help steer the overall direction of client comms strategy, while also ensuring that all work is delivered on time and to the quality required to improve and sustain relationships.
The role will involve managing all senior client comms relating to work approach and strategy. You’ll need to keep senior stakeholders on board, ensuring they understand how and why what we’re doing is the best way possible to achieve their objectives on an ongoing basis – with a goal of upselling more work to them.
As a senior team member, there will also be an expectation that you will also support new business pitches occasionally where your skill set, experience or knowledge is needed.
KPIs
Client upsell target is met or exceeded
Client retention %
Delivery of client face to face, review and entertainment plans.
Create and deliver world class comms and reporting plans for all clients
NPS/Client happiness scoring targets met.
New business conversion (where involved)
Personal Specification
Experience of building excellent relationships with senior business stakeholders and growing client revenue
Demonstration of a commercial acumen and ability to manage upsells and cross sells to our key clients
6 years experience within agency/client-facing roles
In depth experience within marketing, communications and content
Proven experience of getting the best out of a multidisciplinary, creative team
Proactive and driven with experience exceeding commercial KPIs
English speaking at a professional level.
Logical thinker who regularly solves problems by employing creative solutions
Enjoys multi-tasking and has very strong personal organisation skills.
Benefits
25 days holiday + Bank Holidays
Enhanced Maternity & Paternity leave
Work from anywhere – from your home, our London office, a co-working space or up to 6 months abroad
£1,000 training budget per year to help develop you in your role
Team socials throughout the year
Mentoring and agency network support
Charity volunteer days – 3 days a year to work for a charity of your choice
