Client Services Manager

A client-facing project leadership role within our Brand Consulting team, focused on delivering seamless, high-quality project execution across one of our key global tobacco/nicotine accounts. As a Client Services Manager, you will sit at the heart of delivery—owning project operations from briefing through to debrief—while ensuring strong commercial discipline, smooth collaboration, and exceptional client service.

You will serve as the central point of coordination between clients, internal teams, and external partners- bringing structure, clarity, and momentum to fast-paced, multi-disciplinary projects. This role requires a highly organised, proactive individual who can think on their feet, solve problems in real time, and contribute creatively to both the work and how we deliver it.

Clients

• Act as a key day-to-day client contact, managing expectations across deliverables, timings, and budgets with clarity and confidence.
• Shape and refine client briefs, contributing to proposal development, feasibility, and ensuring solutions are well thought-through and actionable.
• Build strong understanding of client categories and brands through research, and proactively follow up on opportunities, proposals, and ongoing conversations.

Culture

• Contribute to a positive, supportive, and high-performing team environment through collaboration and proactive engagement.
• Support and mentor junior team members, while actively investing in your own development and learning.
• Bring forward ideas to improve ways of working, products, and methodologies, helping evolve team capabilities.

Commerciality

• Own project budgets end-to-end, including cost management, tracking, and ensuring delivery against agreed profitability targets.
• Lead on project costing, logistics, and feasibility, applying strong commercial thinking across all stages of delivery.
• Negotiate effectively with suppliers, freelancers, and partners to ensure best value and efficient project execution.

Collaboration:

• Coordinate internal teams, suppliers, and freelancers to deliver projects efficiently, on brief, and on time.
• Support resource planning and workload management across multiple concurrent work streams.
• Build and maintain strong relationships with partner agencies and suppliers, including international stakeholders.

Communication

• Manage multiple projects with limited supervision, ensuring all stakeholders are aligned through clear, consistent communication.
• Maintain accurate documentation, timelines, and reporting across projects, including CRM systems.

Creativity

• Contribute actively to brainstorming sessions, workshops, and story development across projects.
• Support research processes including moderation, analysis, and insight generation where required.
• Proactively identify new opportunities, ideas, and approaches to enhance client engagement and project delivery.

For this role, we are looking for the following core competencies and behaviours:

• Exceptional Organisation: Ability to balance forward planning with agility, managing multiple projects and priorities in a fast-paced environment.
• Clear & Proactive Communication: Confident communicator who keeps all stakeholders aligned and sets realistic expectations throughout project lifecycles.
• Strong Initiative: A self-starter who identifies opportunities, solves problems independently, and keeps momentum moving.
• Attention to Detail: High level of accuracy and rigour, ensuring timelines, budgets, and quality standards are consistently met.
• Commercial Awareness: Understanding of financial principles including budgeting, cost control, and profitability, with the ability to apply this to project delivery.
• Collaborative Mindset: A team player who builds strong relationships, shares responsibility, and contributes positively to team dynamics.
• Continuous Development: Demonstrates curiosity and commitment to personal growth, actively seeking opportunities to learn and improve.
• Creative Thinking: Brings fresh ideas, lateral thinking, and innovative approaches to both project delivery and ways of working.
• Values-Driven: Embodies Brand Potential’s core values of Drive, Delivery, and Truth in all aspects of work.

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