Serviceplan Group UK
Client Service Director
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As part of the Serviceplan Group, the world's largest independent and partner-managed agency group, Plan.net UK is the leading partner for building best brands in the digital now. We combine strategic thinking, data intelligence technology and creative excellence. By deeply understanding customer behaviour, we create personalised brand experiences and activate them through media, helping organisations build stronger, more meaningful relationships with their audiences. We help brands return to organic growth, move faster and operate leaner - by transforming how they work connect and scale.
The role In the UK, our House of Communication (HoC) brings together media, creative, technology and behavioural strategy under one roof. As the CX and technology arm of the HoC, Plan.Net UK focuses on designing and scaling customer experiences through strategy, data and engineering. As Client Service Director, you’ll own the agency’s growth engine, the new business pipeline, a client portfolio, the commercial management, and the infrastructure to scale. Working alongside the MD and the rest of the team, you’ll build Plan.Net UK into a standalone, high-performing agency and forge partnerships and diversify our portfolio to accelerate market presence.
Key responsibilities New Business & Commercial Strategy (50%)
- Pipeline Management: Own and manage the CRM (Aurea) and new business pipeline, alongside the Marketing & New Business team, and Serviceplan Group UK client leads to maintain a strong, consistent pipeline of opportunities.
- The Creds: Act as the bridge to the internal client team to create / gather case studies, awards entries.
- Proposal Architecture: With the support of the MD & Finance Director, lead the development of scope of works, pricing models, and commercial frameworks for new clients to ensure profitability and scalability.
- Growth Enablement: Support MD and the Marketing & New Business team in pitches by managing timelines, resource management, drafting collaterals and presentations.
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Strategic Partnerships & Alliances (25%)
- Tech Alliances: Build and manage formal partnerships with tech platforms (e.g. Adobe, Braze, Storyblok, Contentful) to drive inbound referrals, support pitches, sales and the team enablement process.
Agency Operations & Finance (15%)
- Financial Oversight: Manage the agency P&L, overheads, and vendor relationship, alongside continual reporting on growth and new business initiatives.
- Infrastructure & Tools: Work with IT to on the internal tech stack (Slack, Box, MS, House of AI) to ensure the agency operates as a high-performance digital workspace.
- Legal & Compliance: Oversee MSAs, NDAs, and data security compliance (GDPR etc.) for new and existing engagements (leveraging the central team).
People & Culture (10%)
- Agency Culture: Maintain a unified culture across Plan.Net and Serviceplan Group UK. Bridge the team to other agencies with the group, team so they feel connected to the agency’s broader HoC mission.
- Talent Strategy: Working with HR, lead recruitment and onboarding for new teams as the agency diversifies and wins work outside the anchor client.
Essential Skills & Experience
- A minimum of 10-15 years experience in a Client Service Director, or senior operational role within a digital, CX, or technology-led agency.
- Strong commercial acumen, with demonstrable ownership of P&L, pricing models, and revenue growth strategies.
- Experience managing new business pipelines and CRM systems (e.g. Aurea), with a track record of driving high-quality opportunities.
- Ability to lead end-to-end proposal development, including scoping, commercial frameworks, and contract oversight.
- Strong stakeholder management skills, with the ability to collaborate across Marketing, Client Leads, Finance, and senior leadership.
- Experience supporting and leading pitches, including planning, resourcing, and development of compelling client materials.
- Knowledge of the CX and MarTech ecosystem, with experience working alongside platforms such as Adobe, Braze, Contentful, or similar.
- Strong operational leadership, with the ability to build scalable processes, tools, and infrastructure within a growing agency.
- Solid understanding of legal and compliance frameworks, including MSAs, NDAs, and GDPR.
- People leadership experience, with the ability to support hiring, onboarding, and fostering a high-performing, inclusive culture.
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Desirable Skills & Experience
- Experience building or scaling a multi-client agency or business unit within a networked organisation.
- Existing relationships with key CX/MarTech technology partners and experience managing alliance partnerships.
- Background in both strategy and delivery across digital experience, e-commerce, or customer engagement platforms.
- Experience creating award submissions, case studies, and marketing collateral to support agency positioning.
- Familiarity with digital workplace tools and collaboration platforms (e.g. Slack, Box, Microsoft ecosystem).
- Experience working in an international or matrixed organisation, collaborating across markets.
- Exposure to AI-enabled tools or digital innovation initiatives within agency or client environments.
We are committed to diversity & inclusion and providing equal opportunities for everyone. We are dedicated to ensuring our processes are free from any form of discrimination or bias, right from the application process to life as part of the Plan.net UK team.
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