Client Services Director

Major Players are partnering with a reputable brand experience agency to hire a Client Services Director. We are looking for a talented client services professional to oversee an outstanding client portfolio across beauty brands, ensuring all work meets client objectives while delivering a best-in-class client experience. Acting as the primary client-facing lead for Brand Experience, you will ensure consistent, proactive and high-quality communication across all projects and touchpoints, nurture key client partnerships, identify opportunities for growth, and play a lead role in new business strategy and pitches.

This is a strategic, client-facing leadership role suited to someone who thrives in a creative, fast-paced environment and is passionate about experiential marketing and brand storytelling. You will also be responsible for shaping and leading the Client Services function, and over time, evolving and embedding a Client Services playbook across the Brand Experience team.

Key responsibilities:
Client Relationship Management

• Lead across a defined portfolio of key Brand Experience client relationships, acting as a senior client partner and strategic lead
• Nurture and grow relationships with retained and project-based clients, ensuring a consistently best-in-class experience across all touchpoints
• Represent the brand with confidence, polish, and credibility in all client interactions from day-to-day communication through to senior stakeholder meetings and global events
• Translate client needs and insights into clear direction for internal creative and production teams, enabling delivery of high-impact work
• Identify opportunities to grow existing accounts through a deep understanding of client priorities, business challenges, and future plans
• Develop productive feedback channels with clients to drive continuous improvement across creative and project delivery

Leadership

• Establish and lead a dedicated Client Services function within the Brand Experience division
• Create and embed consistent ways of working and client service standards across permanent and freelance teams globally
• Collaborate with Senior Leadership on resourcing, proposal outputs, and strategic direction
• Provide a client service lens on creative and production proposals, ensuring client objectives are at the heart of all work
• Act as a senior escalation point for complex or sensitive client conversations

New Business

• Collaborate with leadership on new business strategy, prospecting, and pitching
• Identify and pursue organic growth opportunities within the existing client portfolio
• Build strong relationships across division leads to unlock cross-divisional collaboration and account growth
• Support the marketing and social strategy for the division, ensuring Brand Experience work is showcased to the highest standard

Commercial Oversight

• Own the division pipeline, ensuring accuracy, forward planning, and profitability in line with monthly, quarterly, and annual targets
• Manage client MSAs, SOWs, rate cards, and procurement processes
• Work closely with finance to ensure timely and accurate reporting
• Present pipeline and new business updates at senior stakeholder meetings

Thought Leadership

• Stay ahead of trends across the beauty, experiential, and events industries, bringing fresh thinking and innovation to clients and the wider team
• Act as a credible and inspiring voice for the Brand Experience division both internally and externally

Skills required:

• Agency background is essential
• You are a natural relationship-builder with genuine warmth, presence, and a personality clients remember
• Beauty industry experience is preferred, though exceptional candidates from adjacent sectors will be considered
• Some exposure to experiential or brand experience work, whether in a dedicated or integrated role
• Comfortable managing senior stakeholders at global beauty brands and representing the agency at the highest level
• Willing to travel internationally and flex working hours to support US-based client relationships
• Commercially minded with a strong understanding of pipeline management, scoping, and financial reporting

Hours: Full time
Salary: Up to £75,000, dependent on experience
Office Location: Central London
Office requirements: 3 days per week in the office

Major Players are the UK's leading marketing and creative talent agency, and over the last three decades we've consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees.
We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law. For further information about our DE&I commitments, please visit: www.majorplayers.co.uk/diversity-equity-inclusion/