Liberty Hive
Client Services Director - Digital, CX or technology-led agency
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Client Service Director – Contract Role (4 Months)
About the Role
This is a contract role for 4 months with a large independent agency that unites media, creative, technology, and behavioural strategy under one virtual roof. As a Customer Experience (CX) and technology-focused agency, it thrives on designing and scaling customer experiences through strategy, data, and engineering.
As Client Service Director, you’ll play a pivotal role in driving growth, commercial strategy, and operational scaling. Reporting to the Managing Director (MD), you’ll build the agency into a standalone, high-performing unit, fostering partnerships and diversifying the portfolio to accelerate market presence.
Key Responsibilities
New Business & Commercial Strategy (50%)
- Pipeline Management: Own and manage the agency’s CRM (Aurea) and new business pipeline, collaborating with Marketing & New Business teams and client leads to maintain a high-quality, consistent flow of opportunities.
- Creds & Client Enablement: Bridge internal teams to create/gather case studies and awards entry submissions to enhance credibility.
- Proposal Architecture: Lead (with support from MD and Finance Director) the development of:
- Scope of works
- Pricing models
- Commercial frameworks to ensure profitability and scalability for new clients.
- Growth Enablement: Support MD and Marketing & New Business team in pitches by:
- Managing timelines
- Allocating resources
- Drafting supporting collaterals and presentations
Strategic Partnerships & Alliances (25%)
- Tech Alliances: Build and manage formal partnerships with MarTech platforms (e.g., Adobe, Braze, Storyblok, Contentful) to:
- Drive inbound referrals
- Support pitches and sales
- Enable the team via partnerships
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Agency Operations & Finance (15%)
- Financial Oversight:
- Manage agency P&L, overheads, and vendor relationships
- Deliver continuous growth and new business reporting
- Infrastructure & Tools: Work closely with IT to:
- Optimise the internal tech stack (Slack, Box, MS Teams, House of AI)
- Ensure a high-performance digital workspace
- Legal & Compliance: Oversee:
- MSAs, NDAs
- Data security & GDPR compliance for new and existing engagements (leveraging central teams).
People & Culture (10%)
- Agency Culture: Foster a unified team culture while connecting employees with the wider group agency mission.
- Talent Strategy: Support HR in:
- Recruitment
- Onboarding new teams as the agency expands beyond its anchor client.
Essential Skills & Experience
- 10–15 years of experience in:
- Client Service Director or senior operational roles within a digital, CX, or technology-led agency.
- Strong commercial acumen, with a track record in:
- P&L management
- Pricing models
- Revenue growth strategies
- Commercial pipeline experience, including:
- Managing CRM systems (e.g., Aurea)
- Driving high-quality opportunities
- Ability to lead end-to-end proposal development:
- Scoping
- Commercial frameworks
- Contract oversight
- Stakeholder management across:
- Marketing
- Client leads
- Finance
- Senior leadership
- Supporting and leading pitches:
- Timeline planning
- Buffer resourcing
- Writing compelling client materials
- Knowledge of the CX and MarTech landscape, including experience with platforms like:
- Adobe
- Braze
- Contentful
- Operational leadership skills to:
- Develop scalable processes
- Enhance tools and infrastructure
- Legal & compliance expertise, including:
- Mastering Service Agreements (MSAs)
- Managing NDAs
- GDPR adherence
- People management experience, able to:
- Lead recruitment and onboarding
- Foster a high-performing, inclusive culture
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable Skills & Experience
- Experience in building or scaling a multi-client agency or business unit within a networked organisation.
- Existing relationships with key CX/MarTech technology partners and alliance management experience.
- Background blending:
- Strategy and delivery in digital experience, e-commerce, or customer engagement platforms.
- Ability to:
- Facilitate award submissions
- Develop case studies
- Create marketing collateral for agency positioning.
- Familiarity with digital workplace tools, such as:
- Slack
- Box
- Microsoft ecosystem.
- Experience operating in international or matrixed settings, with global collaboration capabilities.
- Relevant exposure to:
- AI-enabled tools
- Digital innovation initiatives within agencies or client environments.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location