Client Relationship

About Fresh:

At Fresh, we believe that fresh ideas rooted in real insight create impact. We're a dynamic, full-service agency in Cape Town, bringing strategic thinking, creative excellence and client-centric delivery together to serve brands looking to stand out, engage meaningful audiences and grow.We champion a culture of collaboration, bold thinking, high accountability and continuous learning - working as one team towards exceptional client outcomes.

(You'll join a team that values integrity, innovation, smart execution and a growth mindset.)

Role Purpose:

As Client Service Director, you will report directly to the Managing Director. You will lead the client service function, drive growth, retention and profitability, and ensure outstanding service delivery. You will shape the client-service strategy, lead a talented team and partner across the agency to deliver measurable impact and exceptional client experiences, driving new business within existing base and landing new accounts.

Key Responsibilities:

Strategy and Commercial Growth

Own the revenue, retention and profitability of a key portfolio of clients and contribute to new business growth.

Develop strategic client account plans, identify upsell/cross-sell opportunities, and lead pitch/proposal support.

Act as the trusted advisor to senior client stakeholders: understand their business objectives, challenge them constructively and position Fresh as the partner of choice.

Monitor account risk (scope creep, margin pressure, churn) and proactively put mitigation plans in place.

Client Experience and Delivery

• Ensure that all clients receive proactive, high-quality service aligned with their expectations, brand strategy, budgets and timelines.

Oversee account teams across the client lifecycle; manage escalations, build client satisfaction (e.g. survey feedback) and drive continuous improvement.

Define, implement and optimise account-management processes, service standards and operational best practice.

Foster a culture of client-centric thinking within the agency: always anticipate needs, deliver value and delight our clients.

Leadership and Team Development

Lead and grow the client-service team (Account Directors and Managers) – define team structure, set KPIs, coach individual performance, support career development and succession planning.

Promote Fresh's culture of collaboration, accountability, curiosity and innovation within your team and the broader agency.

Serve as part of the agency Leadership Team: contribute to Fresh's overall strategy, share insights from client behaviour/market, help shape new services and agency growth initiatives.

Collaboration and Agency Integration

Work closely with Management, to ensure that the full agency offering is aligned around the client and delivered seamlessly.

Represent Fresh externally in client meetings, industry forums and professional networks; act as an ambassador for our brand.

Financial and Operational Oversight

Own account budgets, revenue forecasting, margin tracking, P&L responsibility for your portfolio.

Drive operational rigour: cost-efficient delivery models, scalable processes, quality metrics and service-level performance.

Use data and insights to track client health, team performance and agency KPIs; identify trends, report to leadership and drive improvement.

REQUIREMENTS

Qualifications and Experience:

Bachelor's degree in Business, Marketing, Communications or related field; MBA or further qualification advantageous.

Minimum 8-12 years' experience in client services / account management in an agency environment, with proven success in senior leadership roles.

Strong track record managing large / complex accounts, driving growth, retention and profitable margin.

Demonstrated leadership of client-service teams, talent development and culture-building.

Excellent stakeholder management, negotiation, communication (written and verbal) and presentation skills.

Strategic thinker with business acumen; comfortable dealing with P&L, forecasting, budgeting, margin management.

Data- and insight-driven, yet also hands-on and operationally savvy.

Ability to thrive in fast-paced agency environment, managing ambiguity, shifting priorities and multiple client portfolios.

Skills and Personal Attributes:

Client-obsessed: you wake up thinking about the client and how to deliver value.

Strong leadership presence: you inspire, coach and hold teams to high standards.

Commercial mindset: you understand how agency business works and drive results.

Collaborative & influential: you get things done across functions, build trust and break silos.

Strategic & operational balance: you think big but also get into the detail when needed.

Adaptable, resilient and curious: you stay ahead of market trends, agency models and client expectations.

Integrity, drive and passion: you deliver on commitments and hold yourself and your team accountable.