Client Services Director
Growing an agency roster and redefining operational approaches in line with a new proposition
Going into it’s tenth year, SocialChain is an agency built like a brand, with strong brand equity. Known for its disruptive approach, ideas and culture.
Objectives
- develop a commercially minded client team that has a growth mindset
- develop a strategic client team that can consult strongly with their clients
- grow MMR and CLV of the client roster- build strong client relationships
- bring process and order to the agency, whilst ensuring the work delivered was strategic and creative
Solution
Over a 12 month period, focused and developed the following:
(i) built a 12 month roadmap to take the agency on a variety of change curve activations and approach. The first area of focus was to unite teams, where I designed a range of workshop’s with the client team, business director and SLT to draw out what change looked like for them
(ii) developed growth plan documentation and forums with client service teams across the Group (SocialChain and Brave Bison performance, commerce and media), with monthly and quarterly tracking
(iii) implemented a new revenue monitoring and tracking process
(vi) developed new and refined ways of working for the client services department
(v) with the SLT lead in bringing the new agency proposition to life. My role was to lead of the operational processes cross departments
(vi) due to a major agency win, roadmapped a separate entity of the business to ensure seamlessly deliver campaigns from 300K to 1.2million
(vii) developed a new pitch process at Group level
Results
(i) landed SharkNinja 12 month retainer within Q1 of 2024 and exceeded annual revenue target by February 2024
(ii) grew annual revenue from 4million to 11million in less than 12 months, resulting in 50% profit growth
(iii) restructured the role’s, responsibilities and team structure across client services and project management departments
(iv) overall delivered 108 social projects and campaigns. Consisting of successful delivery of social, content and influencer strategies for retail and FMCG giants, such as, LinkedIn, Pinterest, Jameson, Sony Pictures, Holland & Barrett, KFC, Aer Lingus, John Lewis Partnerships and Shark & Ninja
(v) delivered data led NPD’s strategies, social first production shoots with supported social and influencer activations for over 24 NPD’s for Shark Ninja
(vi) overall delivered 108 social campaigns and
(vii) worked with the Head of Influencer to redefine a robust influencer strategy approach for clients
(viii) awarded northern agency of the year 2024
