Associate Director, Client Services

**Job Title**: Associate Director, Client Services (Contract)

**Work Location**: Berlin (Remote First but need to be able to come into office when needed)

**Start Date**: ASAP

**Duration**: This is a 6 month contract

Named one of WorkLife's 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar Group is a global creator company on a mission to liberate the creative voice.

Creators are at the heart of everything we do We are a curious, diverse team of 300 individuals around the world who are passionate about the Creator Economy. Our proximity, understanding, and trust of creators evolved into a first-of-its-kind creator ecosystem. Under Whalar Group, there are six companies: Whalar, a global creator agency; Sixteenth, a global full-service, 360° creator and talent management company; Foam, a suite of AI tools, templates, and services; Moby Ventures, a creator-centric venture studio; Umi Games, a groundbreaking gaming studio; and The Lighthouse, an IRL campus for creators and their teams.

**About the Client Services team**:
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 Associate Directors ultimately are the gatekeepers of this vision and the guardians of the brands we work with.

**The team has three core functions**:

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

**Here's what you'll do day-to-day**:

- **Excellent Client Servicing**: Oversee and lead on seamless day-to-day operations of campaign delivery, bringing together the right cross-functional team and ensuring projects are effectively set up for success, including set up of new workflows where needed.
- **Team Management**: Be a positive, solutions-first role model and mentor, train and develop team members through robust career pathing and goal setting.
- **Financial Accountability**: Deliver accurate and effective pricing plans for pre-sale work, and track budgets and spends on post-sale work, ensuring budgets are fully optimized.
- **Process Driven**: Proactively identify gaps that require new processes and tailor all workflows for efficiency - review processes during and after campaign lifecycle and ensure learnings are shared and applied.
- **Consultative**: Listen deeply and ask big questions to help our clients go beyond their vision and goals. Offer up true creator economy expertise and knowledge of your accounts - supporting the Business Leads with client stewardship.
- **Account Development**: Develop client relationships and deepen partnerships, identifying and escalating new commercial opportunities.
- **Campaign Reporting**: Work alongside the Measurement and Paid Amp teams to develop and implement media strategies, as well as bespoke, detailed measurement plans with appropriate tracking and reporting set up.
- **Presenting**: Be an excellent storyteller. Present our work and represent the company to existing and prospective clients in an engaging and impactful way.
- **Escalation**: Have high trust with clients and showcase exceptional dispute resolution capabilities as well as client objection handling skills, taking a solutions first approach and serving as a point of escalation where needed.

**Here's what we're looking for**:

- Have 6+ years' agency or brand experience
- Have a proven track record of successful program delivery and account growth with large customer accounts
- Have experience managing a team, including career development, and be a natural motivator of people
- Have strong detail-oriented, organizational and interpersonal skills
- 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
- Have a solid understanding of the creator economy, social media advertising ecosystem and an insatiable appetite for learning about industry innovations
- **Must be a native German speaker and professionally fluent in English (speaking and writing capabilities).**

**Our values**:
At Whalar Group, 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 Group since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a se