Client Services Director

Job Description

The Opportunity

We are seeking an experienced Client Services Director to lead client relationships, integrated marketing delivery and team performance across Hong Kong, China and international client accounts.

Your responsibility will be to take ownership once opportunities become active or won, ensuring clients receive strong strategic guidance, clear communication and high-quality delivery. You will help ensure projects are delivered efficiently, profitably and to a high standard across media, digital, social, influencer and integrated marketing campaigns.

You will become the senior bridge between clients, internal teams, freelancers, suppliers, media partners, KOLs, influencers and leadership.

Key Responsibilities

Client Leadership

• Own senior client relationships across Hong Kong, China and cross-border accounts.
• Build trust and confidence with clients through strong communication, responsiveness and strategic thinking.
• Lead client meetings, presentations, campaign reviews and performance discussions.
• Translate client objectives into clear marketing recommendations and delivery plans.
• Identify risks, opportunities and areas for account growth.
• Support client retention and long-term relationship development.
  
  

Integrated Marketing Strategy

• Provide senior input across marketing strategy, media planning, digital, social, content and influencer campaigns.
• Challenge and strengthen campaign recommendations before they reach clients.
• Ensure campaign plans are aligned with client objectives, audience needs, budget and commercial realities.
• Support the development of integrated proposals and client recommendations.
• Bring strategic judgement to campaign structure, channel mix, messaging and resource requirements.
  
  

Media, Digital and Influencer Campaign Leadership

• Oversee delivery across paid media, digital campaigns, social media, influencer marketing and content-led programmes.
• Review media plans, influencer recommendations, campaign timelines and client-facing materials.
• Ensure campaign budgets are used effectively and proportionately.
• Work with internal teams, freelancers, media partners, KOLs and suppliers to ensure smooth campaign execution.
• Monitor campaign performance and ensure learnings are translated into actionable recommendations.
• Support the use of company's technology and data where relevant to improve influencer discovery, campaign planning and client value.
  
  

Delivery Excellence

• Oversee project delivery from planning through execution.
• Ensure timelines, responsibilities, blockers and deliverables are clearly managed.
• Identify issues early and drive resolution.
• Maintain high standards of quality control across all client-facing work.
• Ensure projects are delivered on time and to agreed scope.
  
  

Team Leadership

• Manage, coach and develop junior team members.
• Review work before it reaches clients.
• Set standards for communication, project management, strategic thinking and accountability.
• Improve utilisation of team members, freelancers, suppliers and specialist partners.
• Identify opportunities to leverage AI and automation to improve efficiency.
• Recommend process improvements that increase delivery speed, quality and profitability.
• Ensure the level of effort is proportionate to the client fee and commercial opportunity.
  
  

Commercial Management

• Protect project profitability and delivery efficiency.
• Identify scope creep, over-servicing and margin risk early.
• Work with leadership to manage resource allocation and project feasibility.
• Support proposal development by providing delivery, resource and campaign feasibility input.
• Escalate commercial or delivery risks early with clear recommendations.
• Identify upsell and cross-sell opportunities across media, digital, influencer marketing, content and strategic support.
  
  

Requirements

• 8 to 12+ years of agency experience in client services, account leadership, integrated marketing, media, digital or campaign delivery.
• Strong and proven experience managing Hong Kong, China and international clients.
• Strong understanding of media planning and buying, digital marketing, social media, influencer marketing and integrated campaign delivery.
• Fluent Cantonese, Mandarin and English. Excellent written and verbal communication skills in both English and Chinese.
• Strong project management and organisational skills.
• Experience managing and developing junior team members.
• Commercially aware, with strong judgement around scope, resources, profitability and client value
• Comfortable working across multiple projects, markets and stakeholders.
• Confident using AI tools and technology to improve workflows.
• Highly accountable, proactive, structured and solutions-oriented.
  
  

Success Measures

• Client satisfaction and retention.
• Client response quality and timeliness.
• On-time delivery performance.
• Quality of client-ready output.
• Strength of marketing, media, digital and influencer campaign recommendations.
• Junior team development and output quality.
• Resource utilisation and efficiency.
• Margin protection and scope control.
• Proactive escalation and problem-solving.
• Upsell and cross-sell opportunities identified.
• Adoption of AI and operational improvements.
  
  

What Success Looks Like

• Within your first 12 months, clients feel fully supported and confident without requiring regular founder involvement.
• Projects run with greater clarity, speed and accountability.
• Campaign recommendations become sharper, more commercially grounded and more strategically useful.
• The team produces stronger client-ready work with less revision.
• Delivery becomes more efficient, profitable and scalable.