Client Services Lead

Hogarth is the Global Content Experience Company. Part of WPP, Hogarth partners with one in every two of the world’s top 100 brands including Coca-Cola, Ford, Rolex, Nestlé, Mondelez and Dyson. With a breadth of experience across an extensive range of sectors, Hogarth offers the unrivaled ability to deliver relevant, engaging, and measurable content across all channels and media - both established and emerging. The number of channels at our fingertips; the need for speed; and the drive for mass personalisation, all mean that brands need different solutions.  Our global team of over 7,500 craft and technology experts brings together creative, production and innovation to help clients navigate this exciting and ever-changing world of today’s content experience.

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients and communities. Working at WPP means being part of a global network of more than 100,000 talented people dedicated to doing extraordinary work for our clients. We operate in over 100 countries, with corporate headquarters in New York, London and Singapore. WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500. Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.  

Hogarth is looking for a Client Services Lead 

What does a Client Services Lead do at Hogarth?

The Client Services Lead is the primary point of contact and relationship builder between Hogarth and our key client. This role is crucial in fostering a strong, collaborative partnership, ultimately positioning Hogarth as the preferred partner. The focus is on understanding the client's needs, anticipating challenges, and proactively providing solutions that make their lives easier and their experience with Hogarth exceptional. This role requires a deep understanding of the client's brand, culture, and internal processes, acting as a seamless extension of their team. This is a front-end, client-facing role with minimal focus on production details. The successful candidate will be a master communicator, a skilled translator between the client and Hogarth's production teams, and a true partner dedicated to the client's success. This job description is designed to attract a candidate who is passionate about building strong client relationships, understands the importance of communication and collaboration, and is committed to delivering exceptional service. It emphasizes the need to be a true partner to the client, focused on their success and dedicated to making their experience with Hogarth a positive one.

Key Responsibilities:

Relationship Building & Management:

• Cultivate and maintain strong, trusting relationships with key stakeholders at the client.
• Act as the primary point of contact for all client-related inquiries and requests.
• Proactively engage with the client to understand their needs, challenges, and goals.
• Embody a "permanent first date" mentality, consistently demonstrating enthusiasm, attentiveness, and a genuine interest in the client's success.
• Prioritize building rapport and fostering a comfortable, collaborative working environment.
• Focus on how to make working with Hogarth easy and enjoyable for the client.
• Be consistently aligned with the client's objectives and priorities.
• Demonstrate a genuine love for the client's brand and immerse yourself in their world.

Communication & Translation:

• Act as a translator between the client and Hogarth's production teams, effectively communicating the client's needs and expectations to internal stakeholders in a clear and concise manner.
• Break down complex production processes into easily understandable terms for non-technical client personnel.
• Ensure all communication is aligned with the client's language, tone, and style.
• Master the art of delivering potentially negative news in a way that maintains trust and strengthens the relationship.
• Develop and utilize effective strategies for sharing bad news while simultaneously offering solutions.

Problem Solving & Solution Provision:

• Serve as a proactive source of solutions for the client, anticipating potential challenges and offering creative solutions.
• Actively listen to the client's concerns and challenges, demonstrating empathy and a commitment to finding effective resolutions.
• Prioritize understanding the client's definition of success and aligning Hogarth's efforts accordingly.
• Focus on being a great partner, making the relationship all about the client and their needs.

Strategic Alignment:

• Develop a deep understanding of the client's business objectives, marketing strategies, and brand guidelines.
• Ensure all Hogarth's activities are aligned with the client's overall goals and objectives.
• Continuously seek opportunities to improve the partnership and deliver greater value to the client.

Requirements:

• Shifting from Contracted Partner to Preferred Partner To achieve preferred partner status with the client, the Client Services Lead must:
• Embrace the Client's Culture: Immerse themselves in the client's culture, values, and ways of working. Understand their internal processes and communication styles.
• Proactive Engagement: Move beyond reactive service delivery and proactively anticipate the client's needs. Offer innovative solutions and strategic insights.
• Build Trust & Rapport: Focus on building genuine relationships with key stakeholders at the client. Demonstrate empathy, understanding, and a commitment to their success.
• Seamless Integration: Become a seamless extension of the client's team, working collaboratively and transparently.
• Value-Driven Approach: Focus on delivering tangible value to the client, exceeding their expectations and demonstrating a clear return on investment.
• Adaptability: Be flexible and adaptable to the client's changing needs and priorities.

Skills and Experiences:

• Proven track record in client-facing roles, preferably within the marketing or advertising industry.
• Exceptional communication and interpersonal skills, with the ability to build rapport and establish trust with clients.
• Excellent conversational skills and the ability to bond with people from diverse backgrounds.
• Strong problem-solving skills and the ability to develop creative solutions to complex challenges.
• Resilience and tolerance for ambiguity, with the ability to navigate challenging situations with grace and professionalism.
• Demonstrated ability to act as a translator between technical and non-technical audiences.
• Excellent English proficiency (written and spoken).
• Experience in public relations or crisis communication is a plus.
• Tact and diplomacy in sharing potentially negative news or feedback.
• Ability to work independently and as part of a team.
• A genuine passion for building strong, long-lasting client relationships.

Key Performance Indicators (KPIs):

• Client satisfaction scores (measured through regular surveys and feedback sessions).
• Retention rate of the client.
• Growth in revenue generated from the client.
• Positive feedback from client stakeholders.
• Achievement of preferred partner status with the client.

We are a 100% open and diverse company, which is why we want our talent to be recognized for their skills and competencies applicable to this open position. We are committed to inclusiveness and celebrating diversity.

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WPP is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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