Job Title: Associate Director, Client Services

Work Location: London (Hybrid with 2 days in the office)

Start Date: ASAP

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 the Client Services team:

The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure the smooth execution of projects and have a helicopter view over all parts of the campaign process, working with expert teams and specialist partners (both internally and externally) to bring a brand’s creative vision to life. The Associate Directors ultimately are the gatekeepers of this vision and the guardians of the brands we work with.

The team has three core functions:

Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
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:

Excellent Client Servicing: Oversee and lead on seamless day-to-day operations of campaign delivery, bringing together the right cross-functional team and ensuring projects are effectively set up for success, including set up of new workflows where needed.
Team Management: Be a positive, solutions-first role model and mentor, train and develop team members through robust career pathing and goal setting.
FInancial Accountability: Deliver accurate and effective pricing plans for pre-sale work, and track budgets and spends on post-sale work, ensuring budgets are fully optimized.
Process Driven: Proactively identify gaps that require new processes and tailor all workflows for efficiency - review processes during and after campaign lifecycle and ensure learnings are shared and applied.
Consultative: Listen deeply and ask big questions to help our clients go beyond their vision and goals. Offer up true creator economy expertise and knowledge of your accounts - supporting the Business Leads with client stewardship.
Account Development: Develop client relationships and deepen partnerships, identifying and escalating new commercial opportunities.
Campaign Reporting: Work alongside the Measurement and Paid Amp teams to develop and implement media strategies, as well as bespoke, detailed measurement plans with appropriate tracking and reporting set up.
Presenting: Be an excellent storyteller. Present our work and represent the company to existing and prospective clients in an engaging and impactful way.
Escalation: Have high trust with clients and 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.

Here’s what we’re looking for:

Have 6+ years’ agency or brand experience
Have a proven track record of successful program delivery and account growth with large customer accounts
Have experience managing a team, including career development, and be a natural motivator of people
Have strong detail-oriented, organizational and interpersonal skills
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
Have a solid understanding of the creator economy, social media advertising ecosystem and an insatiable appetite for learning about industry innovations
Multiple languages is a plus

Our values:

At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers.

The perks:

Whalar provides flexible benefits and collaborative work environments/experiences, so employees can work productively in a setting that best and uniquely suits their needs.

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

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