Director of Client Services

This is a senior leadership role for someone with deep agency experience and a proven track record in real estate client servicing. You will own a portfolio of 5–6 clients end-to-end — accountable not just for delivery, but for the commercial health, growth, and retention of every account. You will be the senior-most point of contact for clients, the face of the agency in key relationships and industry circles, and the leader responsible for building and mentoring a strong servicing team beneath you.

Responsibilities

• Own revenue and retention targets across the assigned portfolio, with accountability for account profitability and year-on-year growth
• Own and manage senior stakeholder relationships and expectations on both client and agency side
• Serve as the top point of contact for client escalations, resolving issues with sound judgment and urgency
• Oversee day-to-day operations across 5–6 clients, ensuring consistent quality and delivery standards
• Identify and drive upsell and cross-sell opportunities to grow account value and agency revenue
• Represent the agency in industry forums, client events, and networking opportunities to build the agency's profile
• Partner with creative, copy, and strategy teams on the bigger picture — shaping campaign direction and brand strategy
• Lead client pitches, renewals, and commercial negotiations on the portfolio
• Lead and mentor a team of 2–3 Account Managers, supporting their growth and reviewing their output
• Set the standard for presentations, reporting, and client communication across the portfolio
• Provide senior strategic input on brand positioning, communication direction, and campaign effectiveness
• Forecast and report on account performance, risks, and growth opportunities to agency leadership

Qualifications

• 5+ years in a Tier 1 or Tier 2 agency
• Minimum 4 years working on a couple of marquee brands across industries
• Real estate experience is a must
• Demonstrated track record of growing account revenue and retaining clients long-term
• Prior experience managing and developing a team of account managers/executives
• Established network and credibility within the real estate or broader marketing industry
• Strong presentation, analytical, and communication skills at a senior, client-facing level
• Mid to top-level strategic thinking — able to connect campaign work to broader business outcomes
• Commercial acumen — comfortable owning P&L responsibility for a portfolio of accounts
• Strong negotiation skills, particularly around renewals, scope, and pricing
• Proven people leadership — coaching, delegating, and developing a servicing team
• Composure and sound judgment when managing escalations or high-stakes client situations
• Ability to balance hands-on account oversight with big-picture strategic thinking
• Strong external presence and networking ability within the industry