Client Solutions Director

About Us.

Yango is a proudly independent full-service media and communications agency. We stay on the cutting edge of media to deliver client-centric solutions – from our product offering, to providing strategic recommendations and beyond. Delivering on our client’s needs and helping solve their business problems is at the core of what we do. Being a fully Aussie owned  business with a true entrepreneurial spirit allows us to be incredibly agile in leading a fast-paced industry and finding solutions for our clients to help them grow.

We are different to our competitors because we were born as a digital agency, it is in our DNA. We have taken what we have learnt from planning and executing digital campaigns and apply that thinking more broadly across the media and communications spectrum. Data and technology underpin our approach, we factor this into our strategy and planning with a view on how this translates into business success metrics. We put customer experience first, considering the role of each touchpoint and how they interact with a brand, including both digital and non-digital experiences.

Role Overview

This leadership position is a critical role within the Client Solutions stream, acting as the lead senior contact for your clients as well as being a conduit between the agency Management Team and other members of the Client Solutions stream. Day to day, you will work with the General Manager – Product & Operations and other teammates to lead the Client Solutions offering, lead client relationships, drive the management and growth across your client portfolio, lead and manage your team to deliver on their duties, play an active role in new business development and process creation and oversee the delivery of best practice work.

You have ultimate responsibility for ensuring seamless delivery for clients, across Discovery & Strategy, Planning & Activation, and Optimisation & Measurement, collaborating with specialists from the Product Stream throughout the process. You are focused on building strong relationships with your clients built on the foundations on trust, delivery and respect. The delivery of outstanding work and ensuring ongoing client satisfaction are two critical pillars of your role.

You will also assist the Product stream with new and existing product development, ensuring best practice delivery of campaigns, maintaining positive supplier (publisher, data and tech) relationships and maintaining positive margins and performance across the business.

This is a fast paced and dynamic role, where you will be constantly learning and growing. As part of a high-performing team, you seek to deliver excellence in all that you do and are surrounded by like-minded individuals. You will be relied upon to be a role model for the rest of the business and exhibit positive behaviours that will drive the learning and development of others.

 

Role & Responsibilities

Client

  • Maintain frequent face to face and phone contact with senior clients, to lead and grow relationships, ensure delivery of exceptional service and unearth new opportunities.
  • Provide strategic business counsel and advice to clients, extending beyond the media and communications remit.
  • Actively contribute to and drive client meetings, leading key meetings with senior stakeholders, always arriving promptly on time.
  • Demonstrate proactivity and professionalism in dealing with clients, striving to always deliver high standards.
  • Present to clients with confidence, authority, energy and positivity.
  • Oversee and contribute to the response to brief process, following the agency framework and ensuring the involvement of the Product Stream and Heads of Department.
  • Oversee and contribute to the creation of presentations and best practice documents, such as campaign strategy development, proposals and post-campaign reports.
  • Oversee and lead the execution of media campaigns, including but not limited to campaign setup, budget management, reporting and delivery, ensuring your team is delivering to the required standard and prior to the agreed deadline.
  • Lead the relationship and collaborate closely with other agency partners within the client’s village to deliver cohesive and integrated campaigns.
  • Work with the General Manager – Product & Operations to evolve existing and develop new Client Solutions product and process.
  • Collaborate closely with Product stream to deliver positive client outcomes.
  • Work with the Product stream to create programs to drive the education and training of clients.

Product

  • Support the Product stream as and when required.
  • Lead the development of case studies and industry award entries for successful client campaigns.
  • Develop and maintain open and collaborative working relationships with publisher, data and technology partners.
  • Adhere to agency best practice relating to product and process, ensuring consistency within the Client Solutions stream.
  • Actively contribute to the evolution of existing and development of new product and process.
  • Attain relevant industry qualifications (including but not limited to Google Partners) and ensure maintenance of qualifications ongoing, for self, team and wider business.
  • Contribute to Product planning and roadmap development.

Internal

  • Demonstrate the Yango values – “What’s the +1?”, Agile Learners & Doers, Taking Care, Simplifying the Complex.
  • Actively participate in the +1 University training program, learning and developing new skills in the process.
  • Lead the development and delivery of bespoke +1 University training modules for the agency.
  • Work in collaboration with the Product Stream and the Client Solutions Stream to deliver on shared objectives.
  • Ensure clear lines of communications are kept open between Client Solutions and Product streams and liaise with the Management Team to ensure optimal efficiencies are being achieved.
  • Collaborate with fellow Client Solutions Directors in the agency to ensure cross-client learning and consistency across accounts.
  • Assist in the development of agency processes and tools, including the correct usage of brand templates and the agency response framework.
  • Demonstrate role model behaviour and assist in the growth and development of not only your team, but the wider business.
  • Provide guidance, leadership and coaching, growing and developing both your immediate team as well as the wider team via training, onboarding and development plans, and specialised instruction.
  • Attend and actively participate in media publisher presentations.
  • Demonstrate initiative and proactivity in the way you work, identifying and articulating opportunities for improvement.
  • Contribute to making Yango a better place to work through participation in agency initiatives relating to talent, culture, collaboration and quality work output.

Commercial

  • Demonstrate a clear understanding of client remuneration models across current client patch.
  • Effectively manage client contracts and SLAs to ensure efficiency in output.
  • Ensure delivery of any performance incentive models in place across client patch.
  • Identify and implement ways to improve current remuneration models.
  • Identify and lead the proposal of cross-sell / up-sell opportunities across your clients.
  • Lead the delivery of commercial targets across the team, collaborating with other Directors and the Management Team.
  • Lead the development of opportunities to grow existing clients via strategic business planning.
  • Lead the delivery of accurate revenue forecasts and pipeline identification.
  • Assist in overseeing the delivery of campaign margins, ensuring this remains within acceptable parameters across the business.
  • Oversee the billing process across your client patch, ensuring accuracy and timeliness.

New Business

  • Actively contribute to and lead new business pitches.
  • Contribute to the new business strategy.

 

KPIs

The following KPIs are the minimum requirements of this role. Your line manager will work with you to tailor bespoke KPIs that address your individual learning and development needs.

Client

  • Ensure all client documents and reports produced are accurate and of quality standard, and delivered prior to agreed deadlines.
  • Demonstrate the development of positive working relationships with clients and agency partners.
  • Ensure positive client satisfaction scores, as measured through our client satisfaction survey.
  • Demonstrate innovation and creativity in recommendations to clients, at least 2 x per year per client.
  • Demonstrate delivery of strategic and business counsel to your clients, beyond media and communications.
  • Evolve or develop at least 1 existing or new Client Solutions product and process.

Product

  • Lead the development of at least 1 x case study per quarter across client portfolio.
  • Lead the development of at least 2 x industry award entries (agency or individual) per year.
  • Contribute to the deployment of at least 1 x new / evolved agency process or product.
  • Demonstrate your contribution to Product planning and roadmap development.

Internal

  • Embody the Yango values – “What’s the +1?”, Agile Learners & Doers, Taking Care, Simplifying the Complex – and in doing so inspires others, through the demonstration of role model behaviour across the business.
  • Demonstrate how you have actively contributed to the improvement of Yango’s culture, creating positive outcomes for the business.
  • Attend 90% of +1 University training sessions.
  • Actively participate and present in all group training assignments, creating a positive environment and outcomes for those in their group.
  • Attend 90% of media publisher presentations.
  • Lead the learning and development of your team, guiding and supporting them to achieve their KPIs.
  • Work with the Management Team to develop and deliver business processes that improve efficiencies.
  • Support the development of Client Solutions best practice and assist in agency rollout and uptake.
  • Volunteer to lead at least 1 agency project / initiative per year.

Commercial

  • Accurately manage campaign delivery and budgets.
  • Accurately forecast revenue across client base, to within 90% of actual.
  • Deliver at least 2 proactive organic growth opportunity / proposal per client per year.
  • Deliver at least 50% of any performance incentive models across client base.
  • Maintain or improve margins across client patch.

New Business

  • Actively contribute to at least 3 new business pitches per year.

 

Qualifications

  • Minimum 8yrs industry experience in either Marketing, Advertising or Media.
  • Tertiary education in a related field (e.g. Advertising, Commerce, Business, Marketing) is preferred but not mandatory.
  • Ability to manage, lead and influence people while being a role model and leader within the business.
  • Knowledge of current media and communication trends, with an understanding of how these might apply to our agency as well as our clients’ business.
  • Demonstrated ability to collaborate and work well as part of a team.
  • Great communication skills, both written and verbal.
  • Ability to manage and lead a team, growing and developing them by creating bespoke development plans and delivering constructive feedback.
  • Ability to effectively lead and develop external relationships with clients and other stakeholders.
  • Strong mathematical skills, with ability to manage budgets and derive insights from data.
  • Advanced understanding and use of business software, such as Microsoft suite, particularly Excel and Google Docs.
  • Strong experience in industry tools and technology, including but not limited to Roy Morgan, AQX, Google suite, DoubleClick suite, Facebook/Instagram Ads, etc.

 

Expectations of You

  • Dynamic and proactive, you bring positive energy and a can-do attitude to your role.
  • Strong presentation and communication skills with the objective of being able to successfully communicate their opinion with key stakeholders both internal and external.
  • Well organised with strong attention to detail, numeracy skills and excellent project management skills.
  • Effective time management skills, with the ability to manage expectations of turn around times (both internally and externally).
  • Ability to multi-task and manage the potential competing priorities of multiple clients.
  • Manage, lead, grow and develop your direct reports – putting their well-being before yours.
  • Demonstrate high levels of emotional intelligence, connecting and supporting your team and clients.
  • Ability to influence people outside of your direct reports, generating positive outcomes whilst navigating the complexities of different teams and structures to deliver on business objectives.
  • Strong commercial and business acumen, with the ability to relate factors in these areas to business outcomes.
  • Strong strategic, analytical and creative problem solving skills.
  • Demonstrate a keen interest in our industry through participation in learning and development opportunities, including those offered by the IMAA.
  • Focused on continual self-development, actively seeking constructive feedback and modifying behaviour if required.
  • Maintain client and business confidentiality, with an understanding of the appropriate information sharing boundaries.

 

To Apply

Send a CV and introductory email to [email protected]