Client Services Manager

Job Title: Manager, Client Services

Work Location: London, Remote

Start Date: April/May 2024

Recently named one of WorkLife’s 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar is a leading global Creator Company. 

Whalar empowers creators, brands, and platforms to tap new areas of innovation and drive business growth together. We do this through our six divisions: brand partnerships, talent management, proprietary technology, a creator-centric venture studio, a gaming studio, and a physical campus for creators. As a result, we have the best understanding, the most access, and the earned trust of creators. We're a curious, diverse team of 300 individuals united by one belief: Everything Is Better With Creators.

We Liberate the Creative Voice. We are Whalar.

About Client Services:

The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure a smooth execution of a project and have a helicopter view over all parts of a project, working with the expert teams and specialist partners (both internally and externally) to bring a brand’s creative vision to life. This includes helping brand partners access Whalar’s full suite of casting and production services to tap into the right communities in order to tell the right stories through the right voices. The Client Services team are the gatekeepers and guardians of the brands we work with. 

The team has three core functions: 

1. Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
2. Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
3. Facilitate client retention and client satisfaction through quality creative output and excellent operational and servicing standards.

Here’s what you’ll do day-to-day:

• Project manage, organize and direct the day-to-day operations of campaign delivery flawlessly, with exemplary client service
• Manage, develop and mentor Direct Reports, support with career pathing and goal setting
• Plan, track and manage campaign budgets, ensuring budgets are kept on track
• Develop, implement and manage slick briefing and onboarding programs for projects and for new starters.
• Ensure creator briefing materials and creator casting is reflective of the brand’s vision and campaign needs.
• Develop client and creator relationships and deepen partnerships, identifying new commercial opportunities where possible.
• Showcase exceptional dispute resolution capabilities as well as client objection handling skills, taking a solutions first approach and serving as a point of escalation where needed. 
• Lead and be an active participant in internal and external meetings, adding value with keen knowledge of the brand, roster of creators, strategy and campaign goals/ KPIs.
• Collaborate with the commercial team on new business opportunities including working on pricing models and workback schedules and applying past campaign learnings and expertise to strategies where relevant.
• Work with internal stakeholders to assess campaign performance and key performance indicators (KPIs) to determine the extent to which the original objectives and strategies were met.

Here’s what we’re looking for:

• Have 5+ years’ agency or brand experience, including team management
• Have strong detail-oriented, organizational and interpersonal skills
• Have a solid understanding of the social media advertising ecosystem and an insatiable appetite for learning about industry innovations
• Appreciate and understand the value of creativity
• Thrive in an environment where collaboration, flexibility and scrappiness are valued more than job titles, rigid structure and legacy ways of working
• Be a curious self-starter with a problem-solving mindset and a proactive ‘can do’ attitude
• Multiple languages is a plus

Our Values:

Our people are our superpower. At Whalar, diversity, equity, inclusion, and accessibility are at the core of who we are. We are deeply committed to reflecting on the unique journeys, authentic voices, and perspectives of our people, our creators, and the communities they represent. Our hope is to impact accessibility beyond compliance and help break societal stigmas and stereotypes.  We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for everything creator, we want to meet you, and we encourage you to apply.

The Perks:

Whalar is a remote-first working environment, providing our employees with the flexibility to be their most creative and successful versions of themselves. Whalar is located across 18 states in the US and 6 countries including offices in London, Berlin and Malaga, Spain. Whalar provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.

Benefits:

• Private medical insurance
• Health cash plan
• 25 days of PTO + Sick days + Winter break
• Private pension scheme
• Monthly phone/internet reimbursement
• Professional development stipend
• New joiner Home office allowance 
• Up to 16 weeks of paid maternity/paternity leave
• Calm App subscription (Add up to 4 dependents)
• Volunteer days
• Social programs

Whalar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal opportunity extends to all aspects of the employment relationship, including hiring, promotions, training, working conditions, compensation, and benefits.