Client Services Director

Job Description

Responsibilities

Client Leadership

• Own senior client relationships across Hong Kong, China and cross-border accounts.
• Build trust and confidence with clients through strong communication, responsiveness and strategic thinking.
• Lead client meetings, presentations, campaign reviews and performance discussions.
• Translate client objectives into clear marketing recommendations and delivery plans.
• Identify risks, opportunities and areas for account growth.
• Support client retention and long-term relationship development.
  

Integrated Marketing Strategy

• Provide senior input across marketing strategy, media planning, digital, social, content and influencer campaigns.
• Challenge and strengthen campaign recommendations before they reach clients.
• Ensure campaign plans are aligned with client objectives, audience needs, budget and commercial realities.
• Support the development of integrated proposals and client recommendations.
• Bring strategic judgement to campaign structure, channel mix, messaging and resource requirements.
  

Media, Digital and Influencer Campaign Leadership

• Oversee delivery across paid media, digital campaigns, social media, influencer marketing and content-led programmes.
• Review media plans, influencer recommendations, campaign timelines and client-facing materials.
• Ensure campaign budgets are used effectively and proportionately.
• Work with internal teams, freelancers, media partners, KOLs and suppliers to ensure smooth campaign execution.
• Monitor campaign performance and ensure learnings are translated into actionable recommendations.
• Support the use of company’s technology and data where relevant to improve influencer discovery, campaign planning and client value.
  

Delivery Excellence

• Oversee project delivery from planning through execution.
• Ensure timelines, responsibilities, blockers and deliverables are clearly managed.
• Identify issues early and drive resolution.
• Maintain high standards of quality control across all client-facing work.
• Ensure projects are delivered on time and to agreed scope.
  

Team Leadership

• Manage, coach and develop junior team members.
• Review work before it reaches clients.
• Set standards for communication, project management, strategic thinking and accountability.
• Improve utilisation of team members, freelancers, suppliers and specialist partners.
• Identify opportunities to leverage AI and automation to improve efficiency.
• Recommend process improvements that increase delivery speed, quality and profitability.
• Ensure the level of effort is proportionate to the client fee and commercial opportunity.
  

Commercial Management

• Protect project profitability and delivery efficiency.
• Identify scope creep, over-servicing and margin risk early.
• Work with leadership to manage resource allocation and project feasibility.
• Support proposal development by providing delivery, resource and campaign feasibility input.
• Escalate commercial or delivery risks early with clear recommendations.
• Identify upsell and cross-sell opportunities across media, digital, influencer marketing, content and strategic support.
  

Requirements

• 8 to 12+ years of agency experience in client services, account leadership, integrated marketing, media, digital or campaign delivery.
• Strong and proven experience managing Hong Kong, China and international clients.
• Strong understanding of media planning and buying, digital marketing, social media, influencer marketing and integrated campaign delivery.
• Fluent Cantonese, Mandarin and English. Excellent written and verbal communication skills in both English and Chinese.
• Strong project management and organisational skills.
• Experience managing and developing junior team members.
• Commercially aware, with strong judgement around scope, resources, profitability and client value
• Comfortable working across multiple projects, markets and stakeholders.
• Confident using AI tools and technology to improve workflows.
• Highly accountable, proactive, structured and solutions-oriented.
  

Success Measures

• Client satisfaction and retention.
• Client response quality and timeliness.
• On-time delivery performance.
• Quality of client-ready output.
• Strength of marketing, media, digital and influencer campaign recommendations.
• Junior team development and output quality.
• Resource utilisation and efficiency.
• Margin protection and scope control.
• Proactive escalation and problem-solving.
• Upsell and cross-sell opportunities identified.
• Adoption of AI and operational improvements.

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