Client Servicing Director

At Zoo Media , Client Servicing isnt just about managing accounts, its about building brands, driving impact, and shaping the future of communication .

Were looking for a strategic, fearless, and people-first Client Servicing leader who can own client partnerships end-to-end, push thinking beyond the obvious, and inspire teams to do their best work. If you thrive in fast-paced environments, enjoy solving complex problems, and believe in creating work that truly matters, this role is for you.

Key Responsibilities

Strategic Planning & Client Communication

• Develop and present Annual Operating Plans (AOPs) aligned with client objectives, briefs, and evolving digital platform policies.
• Lead client pitching and proposal development by collaborating closely with creative, content, media, and strategy teams.
• Adapt strategies proactively based on business needs, market shifts, and performance insights.

Brand Strategy & Positioning

• Define and strengthen brand positioning frameworks that clearly differentiate clients from competitors.
• Ensure all communication resonates with the target audience and aligns with the brands long-term vision.

Quality, Innovation & Process Improvement

• Review business-as-usual (BAU) deliverables to identify opportunities for experimentation, innovation, and efficiency improvements.
• Encourage a culture of testing new ideas, formats, and approaches across accounts.

Performance Analysis & Reporting

• Evaluate campaign and content performance using social media and marketing reports.
• Translate data into actionable insights, improvement plans, and clear value narratives for clients and stakeholders.

Resource Planning & Financial Management

• Plan and update account resource allocation on a quarterly basis.
• Own monthly client P&Ls, ensuring billing targets, margins, and forecasts are met.
• Proactively manage contract renewals and flag risks or obstacles well in advance.

Client Relationship & Growth Management

• Conduct regular strategic reviews with clients to understand business goals and growth plans.
• Identify upsell and cross-sell opportunities aligned with client needs.
• Set clear benchmarks, timelines, and review cycles to ensure high client satisfaction.
• Act as the escalation point for high-priority issues, including follow-ups on overdue payments.

Briefing & Governance

• Review, vet, and approve client briefs to ensure clarity, feasibility, and alignment with execution and strategy.
• Educate teams on legal and compliance considerations to ensure all campaigns stay within defined boundaries.

Team Leadership, Training & Growth

• Lead weekly team meetings, provide structured feedback, and mentor teams toward proactive problem-solving.
• Work with the L&D team to design training programs that enhance quality, skills, and role-specific competencies.
• Hire and build strong, independent teams that can confidently understand, communicate, and execute client briefs.