Client Services Manager

Job Title: Manager, Client Services

Work Location: London (Hybrid with 2 days in the office)

Start Date: ASAP

Recently named one of WorkLife’s 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar is a leading global Creator Company. 

Whalar empowers creators, brands, and platforms to tap new areas of innovation and drive business growth together. We do this through our six divisions: brand partnerships, talent management, proprietary technology, a creator-centric venture studio, a gaming studio, and a physical campus for creators. As a result, we have the best understanding, the most access, and the earned trust of creators. We're a curious, diverse team of 300 individuals united by one belief: Everything Is Better With Creators.

We Liberate the Creative Voice. We are Whalar.

About Client Services:

The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure the smooth execution of projects and have a helicopter view over all parts of the campaign process, working with expert teams and specialist partners (both internally and externally) to bring a brand’s creative vision to life. The Client Services team are the gatekeepers of this vision and the guardians of the brands we work with. 

The team has three core functions: 

1. Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
2. Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
3. Facilitate client retention and client satisfaction through quality creative output and excellent operational and servicing standards.

This role will sit within a team dedicated to serving one of our largest clients, a leading alcohol brand. You will be responsible for the smooth execution of campaigns across this client’s portfolio. 

Here’s what you’ll do day-to-day:

• Project manage, organize and direct the day-to-day operations of campaign delivery, with exemplary client service
• Manage, develop and mentor Direct Reports, support with career pathing and goal setting
• Track and manage campaign budgets, ensuring budgets are kept on track
• Ensure creator briefing materials and creator casting is reflective of the brand’s vision and campaign needs.
• Develop client relationships and deepen partnerships, identifying new commercial opportunities where possible.
• Showcase strong client and objection handling skills and know when to escalate to Snrs within the business
• Lead and be an active participant in internal and external meetings, adding value with keen knowledge of the brand, roster of creators, strategy and campaign goals/ KPIs.
• Work with internal stakeholders to assess campaign performance and key performance indicators (KPIs) to determine the extent to which the original objectives and strategies were met.

Here’s what we’re looking for:

• Have 4+ years agency or brand experience
• Have experience managing a team, including career development
• Have a solid understanding of the social media advertising ecosystem
• Have experience working in the creator economy

• Have strong detail-oriented, organizational and interpersonal skills
• Have an insatiable appetite for learning about industry innovations within the social media advertising ecosystem
• Experience working with alcohol clients or other industries with strict advertising guidelines is desirable.
• Thrive in an environment where collaboration, flexibility and scrappiness are valued more than job titles, rigid structure and legacy ways of working
• Be a curious self-starter with a problem-solving mindset and a proactive ‘can do’ attitude
• Appreciation and understanding of the value of creativity

Our Values:

At Whalar, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers. 

The Perks:

Whalar provides flexible benefits and collaborative work environments/experiences, so employees can work productively in a setting that best and uniquely suits their needs.

Benefits:

• Private medical insurance
• Health cash plan
• 25 days of PTO + Sick days + Winter break
• Private pension scheme
• Monthly phone/internet reimbursement
• Professional development stipend
• New joiner Home office allowance 
• Up to 16 weeks of paid maternity/paternity leave
• Calm App subscription (Add up to 4 dependents)
• Volunteer days
• Social programs

Whalar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Equal opportunity extends to all aspects of the employment relationship, including hiring, promotions, training, working conditions, compensation, and benefits.