Finecast Head of Client Services

Finecast is a leading addressable TV company which enables advertisers to precision target viewers across on-demand, linear and live streaming TV environments. Finecast gives advertisers the ability to deliver targeted ads to audiences watching TV content across multiple broadcasters, connected devices, set top boxes, over-the-top providers and game consoles - all through a single point of access.

Finecast optimises delivery across the entire addressable TV marketplace. With access to hundreds of different targeting segments, from socio-economic to life stage, purchase and financial data, advertisers can identify and reach viewers whenever and wherever they are watching. Finecast is part of GroupM, the media investment group of WPP.

**YOUR ROLE IN A NUTSHELL**:
The Head of Client Services leads the Client Services team in being the very best account manager with a key focus on high service levels and defining growth strategies for key clients.

**REPORTING OF THE ROLE**:
Managing Director, Finecast

**DIRECT REPORTS**:
Client Services Director, Client Services Business Director and Client Services Manager

**KEY STAKEHOLDERS**:
Finecast Client Services Team, Finecast Operations Team, Finecast Engagement Team, GroupM Agency Teams

**WHAT YOU SHOULD SPEND YOUR TIME DOING**:
In order for our business to work, you will be required to spend time of certain areas of the business and make sure that your direct reports do the same. Your key responsibilities are as follows:
**Product**
- Ensure other functions within the business are following process and all have a good understanding and appreciation of why it is important to do so
- Ensure consistency in the standard and content of our responses to briefs and general enquiries
- Diarise, and compile QBRs - delegating where appropriate. Ensure the decks are insightful, growth-focussed and enriching for all involved
- Build on our case study collateral - establish gaps and opportunities.

**Partnership**
- Manage comms with Ops, finding ways to overcome any barriers or issues
- Oversee efficient communication across the Client Services team (both in Sydney and Melbourne) between AM/Engagement and Ops functions, and come up with and implement strategies for ironing out any issues
- Be proactive in having conversations with Commercial leads across the agencies
- Inter-team Process
- Oversee the end to end delivery of all campaigns - from brief right through to reporting and roll-out
- Be aware of and address delivery challenges
- Strategic campaign management - understanding where the pressures are, when and who to prioritise, resolve conflict and when to escalate.
- Take a leading role in weekly war room meetings - raising any points of interest or concern and discussing with team - escalating externally (and internally) where necessary
- Help to shape these meetings, and work to change the agenda if improvements could/should be made
- Be senior external escalation point with any concerns or queries from the agencies
- Oversee the AM comms strategy with the agencies, ensure we maintain the right frequency at the right levels

**People**
- Ensuring the team are tasked, motivated and communicating well with other business functions
- Ensuring the CS team as well as our clients and wider team follow the set relevant processes
- Ensuring any resource challenges are addressed and managed effectively
- Oversee QPPs and ensure all are scored and delivered back in a timely manner
- Ensure the team are fully versed and up to date on product and the upcoming roadmap
- Oversee central tasks across the team
- Retention - work to keep good people - ensuring they are happy, developing, and sufficiently challenged
- Recruitment - take an active part in building a business case for new team members and owning the recruitment process

**Performance**:

- Challenge processes and propose better ways of working to aid cashflow and business health
- Manage comms between CS and Finance - setting and managing the agenda at our meetings
- Manage comms around finance process with the agencies - from senior staff
- Monitor and work to improve CS KPIs such as ACV, repeat business, increased spends, frequency, consistency and coherence of pricing
- Escalate any ongoing concerns and work to resolve
- Identify areas where new or improved processes can provide greater efficiencies across the team
- Work to remove any potential roadblocks and conflict around processes to ensure all workflows happen on time and accurately
- Fully independent working - confidence in having the answers and commercial decision-making ability.
- Own the CS sales targets ensuring Salesforce and other business visibility is clear at all times from the team.
- Work with AMs and Engagement to activate development strategies for all incumbent and prospective clients
- Share with champions, heads of and relevant BDs
- Report back to the business on needs and requirements needed in order to fulfil these objectives
- Monitor