Client Services Director

Job description

Position: Client Services Director (12 months maternity contract, August 2022 onwards)
Salary: Competitive
Location: Leeds / home based

W&P is one of the UK’s leading internal communications and employee experience agencies, developing communications across the whole employee journey. It’s an exciting time for W&P as we’re now part of Definition Group, which includes multi-award-winning agencies Definition Agency, Redhouse, Topline Film, Schwa and Brand Vista, with offices in Leeds, London and Manchester.

We’re proud to work with high-profile clients across the globe: Direct Line Group, Southeastern Railway, Halfords and many others. Based in Leeds, and part of Definition Group, we’re now in our 28th year.

We’re a team of client managers, designers, content creators, and digital and film experts, partnering with clients to create innovative solutions to meet their needs. Whether it’s leadership workshops and employee digital magazines, through to branding, events, films and campaigns, our aim is to positively impact the employee experience within the workplace, drive engagement and help develop our clients’ businesses.

The role

We’re looking for a Client Services Director to cover 12 months maternity leave, starting August 2022 – there may be an opportunity to make this a permanent position within the team for the right person.

You’ll take the lead on client relationship management across existing clients, to ensure new relationships and business opportunities are developed, whilst also working closely with the Head of Client Delivery to ensure delivery standards are maintained to a very high level across the client management team.

You’ll also work with W&P’s MD to support on and ensure the smooth onboarding and development of new clients. You’ll need to be able to forge strong relationships quickly to win trust and build credibility – understanding client strategies and briefs quickly to ensure we are meeting goals and objectives, pricing jobs accurately, and delighting clients by supporting the team to deliver communications that exceed expectations.

The role is a key leadership position within the business with direct reports. You’ll be part of the W&P Management Board and have responsibility for delivering on the W&P strategy – playing a key part in driving it forward, both internally and externally, along with supporting team performance as required.

You will act as a role model, coach and mentor across the wider team to ensure the wellbeing of our people is carefully looked after and considered. As part of this you will feed into our wider people and culture programme to foster a positive working environment/culture, along with supporting internal communications across W&P.

You’ll be responsible for existing client growth and lead on forecasting and budgets to ensure regular and accurate reporting on a monthly basis.

You’ll need to have a passion for communication and be extremely well organised, resourceful, creative, confident, and love all aspects of project management. You’ll also need to thrive working in a close-knit team, be detail and process orientated and go above and beyond to delight clients.

We’re looking for someone who…

  • Has eight years’+ experience in client services roles, ideally a Client Services Director or an experienced Account Director looking to take a step up.
  • Has a proven track record in the developing and growing of client relationships.
  • Is a real people person with excellent communication, both written and verbal, including being able to present information clearly and concisely.
  • Has proven leadership skills to inspire the wider team, while also being a team player.
  • Is extremely well organised, resourceful and a stickler for process.
  • Has excellent time management skills, including being able to self-prioritise workloads according to business needs, make swift decisions, meet deadlines and have a calm head.
  • Is proactive, highly motivated, and self-aware.
  • Is confident, passionate, and knowledgeable about communications (previous internal communications / HR experience is advantageous, but not essential).
  • Is commercially astute.
  • Is familiar and able to use the Adobe Creative suite.
  • Has previous agency experience.

Like what you hear? We can’t wait to hear from you!

Job details



Employment type

Full time (maternity contract)