Business Unit Director - Client Service/Digital

Remuneration:Market related 
Benefits:Medical Aid contribution
Location:Johannesburg, Bryanston
Education level:Degree
Job level:Senior
Reference:#BUD:CS Digital

Job description

Department:  Client services department 
Role:  BUD: Client service  - Digital (permanent) 
Level:  Senior management 
Line manager reporting:  Chief operations officer  

Job purpose

The BUD - client services is responsible for revolutionising the client experience and the service delivery for all existing and potential clients. 

Furthermore, this role is responsible for leading the client service team  who are responsible for the development, strategic direction and input and implementation of all client service requirements  from inception, whilst maintaining a client-centric culture within the business.

Job objectives  

  • Providing leadership and direction that harnesses the power of the collective team to achieve our business objectives 
  • Drive leadership in terms of client service excellence for our business and for clients 
  • Provide direct leadership and growth to team members and direct reports 
  • Implementing and driving departmental targets and goals, helping each team member to achieve these goals 
  • Oversee at a senior management level, the overall operations of the client service team to ensure efficiency, quality, service and cost-effective management of resources 
  • Develop realistic strategic and financial visions and goals based on informed and well-debated inputs of the leadership team  
  • Staying up-to-date with current technologies and social media/digital platforms, tools and applications 
  • Translate client needs and provide strategic alignment and guidance to drive client's business goals and objectives  
  • Actively provide input to other departments and team members around client strategic content and delivery channels  
  • Participate and contribute to the organisation's objectives and strategic goals, including business expansion opportunities  
  • Preparing and managing Annual, Quarterly and Monthly client billing forecasts and budgets 
  • Setting, Monitoring and reporting of team goals that filter into the overall business objectives 
  • Drive organisational growth through Client acquisitions by developing and implementing a sales and marketing strategy  
Consultancy (internal/external)  
  • Co-create and collaborate with other Chapter Leads to ensure that high-quality campaigns are delivered for clients 
  • Cultivating client relationships to drive business goals and expand on potential future opportunities (cross-selling, up-selling) 
  • Where necessary, provide guidance to all internal departments or other parties based on clients expectations 
  • Oversee client presentations (eg. campaigns, strategy and concepts) as and when required 
  • Deliver business initiatives that enhance the development of skills, knowledge and that drive the culture within the business 
  • Through close relationships with the clients, continuously develop the strategic direction of each client account and ensure communication of any directional changes to the Client Service teams  
  • Ensure that clients accounts are evenly distributed amongst the consulting team and that work-flow processes are adhered to 
  • Overseeing and forecasting of annual budgets provided by clients 
  • Oversee the development and execution of plans, digitally integrated campaigns, and projects to ensure the client objectives are timeously achieved. Keep leadership team informed of the status of client accounts 
  • Have an oversight of monthly deliverables and provide strategic input which is in line with the client's business objectives 
  • Ensure that the Consulting team's monthly billable hours are achieved and are in line with the company's quarterly targets 

  • Three+ years experience as the Head of Department within an organisation (essential)  
  • Three to five  years of experience within an BUD role (desirable) 
  • Advanced level of experience managing budgets (essential) 
  • Advanced level of experience within Project Management (essential) 
  • Advanced level of experience with developing business sales and marketing strategies (essential) 
  • Five+ years of experience managing client relationships (essential) 
  • Three+ years of experience managing external platform partners and collaborator relationships (essential)  
  • Advanced level of experience managing teams (essential) 
  • Advanced level of experience working with Project Management tools (Chase, etc.) 
  • Intermediate level of experience working on Google Suite (Gmail, Sheets, Slides, Docs, Drive etc.)  
  • Intermediate level of experience working with the various digital and social platforms 
 Industry specific 
  • Three+ years of experience within the Digital Marketing environment (essential)  
  • Five+ years of experience within a Marketing environment (essential) 

  • Diploma/Degree within the Marketing/Communications/Project Management field (NQF 7), or relevant years of experience (essential)  
  • Short course certifications in Brand Management, Digital Marketing, Strategy, etc. (desirable) 

Operational Knowledge 
  • Knowledge of effective methods to derive and interpret client objectives.  
  • Knowledge of social and digital best-practice forms of communication.  
  • Knowledge of Project management 
  • Knowledge of structured communication channels 
  • Knowledge of Marketing and Communication strategies  
  • Knowledge of Financial management and budgeting principles  
  • Knowledge of Events management 
  • Knowledge of people management and leadership best practices  
  • Knowledge of general internal business processes 
Industry Knowledge 
  • Knowledge of key practices and updates in the Digital Media environment  
  • Knowledge of general business practices and principles 
  • Knowledge of Macro and Micro Economic environment 
Technical Knowledge 
  • Knowledge of Social and Digital Media Platforms  
  • Knowledge of digital media industry tools/platforms 
Skills Requirements 
  • Strong, effective public speaking, professional communication and client presentation skills;  
  • Excellent Verbal, Written, Numerical and Interpersonal communication skills 
  • High levels of concentration and attention to detail 
  • Strong drive for sales 
  • Excellent Negotiation and Influencing/Persuading skills 
  • Ability to be agile, and adapt to changing trends in the industry 
  • Ability to have a high propensity to learn quickly 
  • Ability to analyse data for insights and guide the client consulting teams in terms of best practice 
  • Be able to develop and facilitate (in conjunction with other Chapter Leads) a Crisis Communication strategy 
  • Ability to compile sales strategies focused on growth and scaling of the business 
  • Ability to develop a SWOT analysis 
  • Strong problem-solving skills 
  • Strong decision-making skills 
  • Strong organisational and prioritisation skills 
  • Exceptional team player with the confidence and integrity to earn client and internal team confidence quickly  
  • Ability to thrive in a fluid, super-fast and agile environment 
  • Advanced level of financial management and budgeting skills 
  • Ability to manage a team and drive cultural excellence 
  • Excellent People development and management skills

Posted on 03 May 13:00

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