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Creative Agency Account Manager Podcast
How a new head of client services impacts the agency, with Emily Brown & Matt Loughlin
Oct 22, 2024
Emily Brown, Client Services Director at Receptional, has over 12 years of experience and previously worked at IPG Media Brands. Joining her is Matt Loughlin, Partner and Commercial Director with 16.5 years in the field. Together, they delve into the transformative role of a head of client services, sharing insights from Emily's impressive first 90 days and the significant impact on the agency's operations. They discuss evolving client service strategies, the shift towards accountability within teams, and the importance of networking in enhancing client relationships.
46:45
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Quick takeaways
- Hiring a head of client services can transform agency operations by centralizing efforts and enhancing client-centric practices.
- The first 90 days for a new CSD are critical for assessing and improving account management processes to foster better client relationships.
Deep dives
The Importance of a Client Services Director
Hiring a client services director (CSD) can significantly impact an agency's operations, especially if there is currently no dedicated account management team. The agency faced challenges as it grew, such as inconsistent client communications and siloed teams, which hindered client satisfaction and retention rates. The decision to hire a CSD was aimed at addressing these challenges by centralizing client service efforts and establishing a more client-centric culture. This strategic move allowed the agency to better engage with clients and ensure consistent processes across different service teams.
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