Job Overview
The Director, Client Services – EMEA is responsible for the overall health, performance, and growth of a portfolio of client accounts across the region. This senior leadership role drives revenue growth, profitability, client satisfaction, operational excellence, and team development while serving as a strategic partner to clients, internal stakeholders, and Business Development. The successful candidate will provide portfolio-level leadership, identify growth opportunities, and ensure high-quality delivery that aligns with client and business objectives.
Key Responsibilities
Portfolio Leadership
- Own portfolio performance, including revenue delivery, profitability, forecasting accuracy, and client retention.
- Provide strategic direction across accounts, ensuring alignment to business priorities and long-term growth objectives.
- Identify operational efficiencies and optimize resource allocation across projects and teams.
- Anticipate client needs and guide teams toward high-value opportunities.
Client & Account Leadership
- Build and maintain trusted relationships with senior client stakeholders.
- Provide executive oversight of project portfolios, ensuring quality delivery, scope management, and financial performance.
- Develop a deep understanding of client business challenges, industry trends, and competitive landscapes to deliver strategic recommendations.
- Support resolution of complex client or project issues.
Organic Growth & Business Development
- Partner with Business Development to identify and secure growth opportunities within existing accounts.
- Contribute to account planning, solution development, proposals, and client presentations.
- Drive organic revenue growth through strategic account expansion and value-added services.
People Leadership
- Lead, mentor, and develop Client Services team members.
- Support talent development, knowledge sharing, succession planning, and capability building.
- Foster a collaborative, high-performing culture across functions.
Organizational Leadership
- Contribute to operating model improvements and organizational initiatives.
- Champion cross-functional collaboration, communication, and alignment across teams.
Qualifications
- Bachelor’s degree required.
- 10+ years of Client Services, Account Management, or related leadership experience within learning, communications, consulting, or agency environments.
- Demonstrated success leading client portfolios, driving revenue growth, and managing financial performance.
- Strong leadership, communication, negotiation, and stakeholder management skills.
- Experience working in complex, cross-functional environments.
Success Measures
- Portfolio revenue growth and profitability.
- Client satisfaction, retention, and account expansion.
- Forecast accuracy and operational efficiency.
- Team engagement, stability, and performance.
- Achievement of strategic growth objectives.
#LI-JJ1
