Digital Director - GCS
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Digital Director - GCS
Department: Client Success - Global
Employment Type: Permanent - Full Time
Location: UK
Reporting To: Jennifer Clift
Description
Job title: Director (Digital), Global Client Success
Position Reports to: Senior Director, Global Client Success
Location: Hybrid working - Ebiquity office as required, and home working
Direct Reports: 4-5 direct reports as required to support a portfolio of clients
What is the purpose of the role?
This role sits within the Insights function and is focused on delivering value to clients in the Global Client Success team through the provision of insights and recommendations related to digital media performance and digital media management. Directors in the Insights function support in the development of best practices and modelling such behaviours to the entire business.
In the Global Client Success team, Insight Directors work in tandem with the Client Engagement leads as a Client Success team running a portfolio of clients. The purpose of this is to ensure excellence in winning and delivering client work, client retention, and client growth.
Insight Directors lead the client insights development and delivery for media performance, media management, agency selection, and agency capability review service lines. They are also responsible for developing best practice and training together with the other Insights Directors in the Global Client Success team, and colleagues in Client Success from across the Ebiquity network.
Directors are expected to have a clear understanding of their clients' business, ways of working and strategic ambitions. They support in the response to new business prospects and inbound RFPs from existing clients.
Whilst the Client Engagement community will negotiate the scope and fee on all projects and internally procure the necessary resources to meet and exceed client expectations, Insight Directors will support to ensure that Ebiquity meet the profit targets on each client project by providing input and feedback on scopes of work, and the requirements of the Insight team in delivering the projects.
The Insights function is responsible for presenting the insights and recommendations in all key client meetings and ensuring that the right resources are in place and client expectations are (more than) satisfied across the full range of our deliveries. This means ensuring that all deliverables are to the expected specification. In client delivery meetings the Insight team will be expected to be deep subject matter experts but will focus on the specific delivery whilst the Client Lead will focus on the broader intent and signals coming from key client stakeholders during any interaction.
The Insights team is responsible for:
• Being subject matter experts in their field
• Crafting the narrative of the reporting output presentation, using the data, and providing technology-enabled storytelling.
• Finding insights in data and making actionable recommendations that will add value to clients
• Providing answers to the "So what?" and "Why?" questions posed by clients
• Delivering services to clients who count on Ebiquity for best practices and clear processes (the Ebiquity Way).
This role ensures that digital Insights services are delivered consistently in Global Client Success and across the network, following best practice processes and documentation that is constantly being improved. This ensures quality work is delivered together with Client Engagement and other Specialisms in the business. This role will co-ordinate internal digital Insight resources across a portfolio of clients. They are the single point of client delivery for key global client projects.
Key Responsibilities
Responsibilities:
• Take responsibility for leading the global digital media Insights delivery, directing others when required, for your clients' media performance, media management, agency selection, process and operating model reviews, and agency capability reviews.
• Be the digital point of contact and subject matter expert for the key global clients by providing a strategic digital advisory role
• Set the direction for digital for the Global Client Success Insights teams and act as the Global Client Success' Digital representation and point of contact for the Ebiquity network
• Develop digital Insights best practice and media training together with the 2 Insight Senior Directors, the other Insight directors in the Global Client Success team and across the network
• Help clients to understand their digital media data, turning it into insights that delivers client value and contributes to their business success
• Support and develop junior Insight consultants by helping them to set goals and objectives, map their career paths, prioritise client deliverables, and manage their time
• Define what good looks like for the delivery of our digital services, and demonstrate quality assurance of junior reports' work
• Help junior team members understand how to bring a digital report to life and how to tell a story so its relevant and actionable to the client
• Working with the Global Client Success Client Lead, collaborate with local market Client Success teams to secure and co-ordinate resource on global client projects
• Project Manage the digital Insights delivery elements of global client projects, working closely with the Client Engagement project lead
• Deliver Insights work on time, on budget and within scope. Flag delivery risks or issues with the relevant Client Engagement project lead in Global Client success
• Look for continuous improvement in how global client digital Insights are delivered and presented, seeking efficiencies in processes, reporting and presentation
• Support the Senior Director(s) in Insights in project prioritisation and team resource deployment
• Support in new business activities as required, helping to develop responses to RFPs which require a digital response, and contributing to resource requirement estimates
• Contribute towards creating a supportive, collaborative and inclusive team culture. You will support in the retention and attraction of talent
• Build strong internal and external relationships e.g. specialism stakeholders, local Ebiquity markets, clients and agencies
Key Measures:
• Delivering digital insights on scope, on budget and on time for all assigned global client projects
• Creating and sharing best practice digital insights examples
• Reviewing and amending current digital training programme and delivering across the business
• Client satisfaction and retention
• Team development with the aim of supporting autonomous insight delivery by junior team members under your direction
• Quality assurance of digital insight output with positive feedback from Global Client Success Client Leads and clients
• Attainment of professional and personal development goals agreed with direct line manager
• Accuracy and timeliness of record keeping / internal system management
Skills, Knowledge and Expertise
What will you bring to the role:
• You will be an experienced digital media professional with 10+ years working in digital media planning, trading or consulting roles
• Able to demonstrate a deep understanding of digital media operations, market dynamics, and innovation, and the role of digital media in the marketing mix
• A global and international outlook is important
• A strong general awareness of the needs of key stakeholders within a client organisation with demonstrable senior client exposure
• You will have experience collaborating with key stakeholders within a matrix organisation
• Strong relationship-builder/maintainer, high level of communication skills (both written and oral), advisory/consulting skills
• Experience in managing teams across a portfolio of client accounts
• Commitment to supporting diversity and inclusivity. We strive to create a working environment that is responsive to all different cultural orientations, and this must be supported by all team members
Benefits
We are a global company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you:
A competitive salary and benefits
Generous annual leave including an extra day off for your birthday
A company focus on wellbeing and work life balance including initiative's like flexible working, mental health support and regular health and wellbeing events