Head of Client Services

3 weeks ago

Brisbane, Queensland, Australia tfml Full time

1 day ago Be among the first 25 applicants

TFM Digital is one of Australia's fastest-growing independent media and marketing agencies, ranked #87 in the AFR Fast 100 for 2024. We deliver results across the full spectrum of paid, earned, and owned media — from performance digital to OOH, TV, and partnerships — for leading brands nationally.

Key Responsibilities

  • Manage a portfolio of high-value, high-priority clients, delivering strategic direction, campaign excellence, and measurable results.
  • Act as the senior escalation point for key accounts, ensuring client confidence and swift resolution of issues.
  • Identify and convert upsell and expansion opportunities within your portfolio.
  • Partner closely with the Commercial Enablement Manager to ensure smooth onboarding, SOP adoption, and operational efficiency.
  • Lead and manage the client services team across Brisbane, Melbourne, and Sydney.
  • Set and track measurable KPIs for client satisfaction, delivery accuracy, retention, and revenue growth.
  • Conduct weekly leadership meetings, 1:1s with direct reports, and fortnightly performance reviews.
  • Build a high-performance culture based on accountability, innovation, and collaboration.
  • Monitor and optimise campaign delivery standards across the agency.
  • Collaborate with the Commercial Enablement Manager to implement process improvements, AI tools, and training initiatives.
  • Manage resourcing and capacity planning for the client services team.
  • Contribute to senior-level pitches, RFP responses, and agency growth strategies. .

About You

You are a senior client services leader with a proven ability to deliver results for complex, high-value clients while inspiring and leading distributed teams. You thrive in fast-paced environments, can balance short-term delivery with long-term strategy, and are confident stepping into a role that demands both hands-on client excellence and big-picture leadership .

You will bring:

  • 6+ years' experience in client services, account management, or agency leadership.
  • Strong leadership experience across multiple markets.
  • Exceptional communication and stakeholder management skills.
  • Commercial acumen and the ability to identify and execute growth opportunities.
  • Knowledge of both digital and traditional media channels.

Why Join TFM Digital?

  • Be part of one of Australia's fastest-growing agencies.
  • Shape the future of our national client services function.
  • Lead a talented team while delivering on key client accounts.
  • Work directly with the CEO and senior leadership on strategic initiatives.
  • Career-defining leadership opportunity.
Seniority level
  • Seniority levelExecutive
Employment type
  • Employment typeFull-time
Job function
  • Job functionBusiness Development and Sales
  • IndustriesAdvertising Services

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