Client Servicing Role - Advertising/PR Firm

This is the first supervisory position in the company's hierarchy. Responsibility for client and project success will be the areas of differentiation from the earlier role of Senior Client Services Manager and the area in which the senior management will be looking for the incumbent to proactively succeed.

The Client Service person is expected to have all knowledge and skills listed within the job description of Senor / Client Services Managers.

Duties :

The duties broadly describe expectations at this level; some variations may exist due to client and business requirements.

1. Brand Delivery - The Senior / Client Services Director is accountable for delivery of all elements of the communication mix of the Client on time by his / her juniors, and for complete quality control as per organization standards.

2. Brand Focus and Market Understanding - Is the repository of all information and history of the brand. The Senior / Brand Services Director is expected to have a thorough understanding of the brand which includes Brand Key, Brand Blueprint, etc. They should fully understand their brand's performance and have a good knowledge of the communication strategy in the context of its competitors and how it impacts on the brand. Should be a repository of current consumer trends and attitudes, which will be achieved through: Leading market visits and competitive analysis; ensuring a constant feedback stream to the Client & the internal team on new relevant communication an understanding and distillation of client baselines studies (e.g. U&A / Brand Track) tracking local, national and international happenings in relevant industries, maintaining an ongoing competitive analysis of the top competitors; attending research groups and market visits.

3. Market visits - Regular market visits to understand the consumer and retail for own brand and competition. Ideas generated from such visits to be presented to the client.

4. Client Relationship - The Senior / Client Services Director must be the key client contact for all executional projects in hand and must become the primary provider of project flow information to the Client. He / She knows the clients perceptions of advertising,how it works, and of the market. The Senior / Brand Services Director must have an excellent rapport with their Client contacts based on the foundation of professionalism and trust.

5. Client Business - The Senior / Client Services Director has a solid understanding of the client's products, capabilities, strengths, weaknesses, culture, markets, business challenges and needs. He / She will know about the workings of the client sales force, distribution and trade. The Senior / Client Services Director is able to use this knowledge to identify key problems and opportunities in areas pertaining to the
category, consumers, products, pricing, trends, etc. and is able to make relevant marketing communication recommendations in that context.

6. Creative Impact - The Senior / Brand Services Director is able to recognize and nurture good ideas. He / She is able to use the available data on the category / product /market and use this to evaluate and sell creative work.

7. Liaison with other Departments - The Senior / Brand Services Director will be dealing with numerous individuals in different departments and is the linchpin within the Agency to ensure smooth running of projects and driving seamless integrated communication across his/her business. Along with his / her supervisor, he/she must develop a strong working relationship based upon trust to ensure that all parties are involved and work together in an effective manner. He / She will ensure that all parties are correctly informed in a timely manner.

8. Business Partners - The Senior / Brand Services Director will deal with a variety of suppliers/partners and must do so in a professional manner, providing clear briefs,expectations, timelines and budgets.

9. Presentations - The Senior / Brand Services Director may be responsible for Client presentations as it relates to budgeting, process or execution. They may also present creative concepts where required (e.g. campaign adaptations).

10. New business development - Actively supports new business opportunities for the agency. Participates in solutions for adding to organic and inorganic sources of business growth. Actively participates in new business pitches.

11. Exposure to good work - Remains in touch with happenings in the local and international brand arena. Shares great work with team members, from across all media and categories especially in the communication space and related areas.

12. Financial Control - The Senior / Client Services is responsible for delivering against the revenue plan by ensuring accurate and comprehensive billing of all jobs manage buffers to account for exceptional expenditure; ensure quality control and timely approval of all estimates and debit notes raised to client; control of the entire billing process from estimate raising to signing off, closing, invoicing and collection. He/ She must also work closely with Commercial to have a good grasp of how much is in the Financial WIP, how much has been invoiced and how much of the Account receivables are due.

13. Budget Management - The Senior / Client Services must manage the Client's budgets on any given project reporting to the Business Heads and ensuring that all costs are kept within the required limit. Any variances to the budget must be communicated to the Client. He / She must maintain tight management and control of budgets to ensure funds are correctly allocated and monitored against various projects.

14. Documentation - The Senior / Client Services is expected to oversee the work done by the Senior / Brand Services Manager as regards all documentation and knowledge management systems kept on brands and for clients within the department - both hard and soft formats. He / She ensures that every member of the team completes Job Status Reports, minutes of meetings, and outstanding statements accurately and on time.

15. Job Monitoring / Control - Clearly establishes objectives and priorities for client initiatives. Is able to oversee multiple projects and agency resources to ensure that all jobs are executed efficiently, effectively and productively.

16. Training and Coaching juniors - A primary responsibility of the Senior / Brand Services Director is to effectively train the Senior / Brand Services Manager in all elements of his/her job description. Training and coaching involves day-to-day briefings,supervision and regular feedback. The Senior / Brand Services Director must review all reports written by his / her juniors before being issued either internally or to the Client.

The Senior / Client Services also ensures that his / her juniors are supported in all their efforts to learn and improve their professional skills and knowledge.

17. Growth Development- The Senior / Client Services is responsible for the evaluation and training of the Senior / Brand Services Manager. Formal evaluations are conducted annually with an interim review every 6 months. The Senior / Brand Services Director must provide constructive feedback to his / her junior so that he/she is clear on the areas that need improvement. He / she assigns brand, category and media related projects that are beneficial for the brand & individual growth.

Job Knowledge :

1. Lowe Toolkits - The Senior / Client Services must have a good knowledge of the Lowe Toolkits and process and be able to use it to contribute to discussions in the development of brand strategy and creative and advertising briefs.

2. Integrated Communication Processes - The Senior / Client Services must have a thorough knowledge of the various processes within the Agency that leads to the development of material (briefing process, artwork development, creative collaboration/ meetings, production timelines, graphic design etc). Further, working through Production, Design, Film, Marketing Services and the Creative departments, will have an excellent understanding of all implementation and production techniques and requirements. The Senior / Brand Services Director maintains an awareness of the best in class cases associated with brand processes and marketing communication locally,nationally and internationally.

3. Integrated Contact Points - The Senior / Client Services will have a good understanding of the roles that different media and contacts points can play and against what objectives they may be best utilized (Advertising, Direct Marketing, Public Relations, Interactive and Digital, Event Marketing and Design, Programming, Sponsorship etc). He / She is constantly on the lookout for new media opportunities for the brand to connect more effectively with its consumers. They will process an excellent understanding of the local media scene and the types of communication opportunities that exist within it. This includes an understanding of how media strategies are developed into plans.

4. Research - An understanding of the major kinds of consumer research, its uses and limitations, an awareness of the various types of market testing techniques available and fluency in interpreting the results of brand communication research studies. E.g.brand health reports and co-relations with market share reports etc.

5. Growth Development Program - The Senior / Client Services Director must fully understand the Evaluation procedures in order to effectively evaluate and provide feedback to the Senior / Client Services Manager.

Professional Skills :

1. Time Management - The Senior / Client Services efficiently manages time by organizing the day and week ahead to ensure jobs are followed up. Items are always delivered by their due date.

2. Attention to Detail - The Senior / Client Services will oversee the Senior / Brand Services Manager and ensure he/she is meticulous in all reports, minutes, copy or artwork issued, ensuring all details are correct. Calculations are inspected, and schedules are scrutinized.

3. Analytical Ability - The Senior / Client Services is able to define problems and opportunities correctly, consider all reasonable solutions to work out the best options. He / She displays a high degree of rational decision making skills and demonstrates this sound judgment in new and evolving situations.

4. Communication Skills - The Senior / Client Services speaks professionally, persuasively and authoritatively on known subjects and is able to effectively communicate the points required. He / She writes in a clear, concise, and engaging manner. The Senior / Client Services approve their junior's work before circulation to Clients.

5. Professional Demeanour - The Senior / Client Services always sets the tone and example of professional work demeanour for the Senior / Brand Services