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Director Of Client Services

VERSA Agency - Melbourne, VIC

Advertising, Media, Arts & Entertainment
Source: uWorkin


We are looking for a Director of Client Services/ Head of Client Partnerships to join the team of a fast-growing, hugely ambitious agency headquartered in Melbourne, Australia. At VERSA, we believe that the future of digital is at the intersection of conversational AI, voice technology and platforms such as websites and apps. We are at the cutting edge of this next paradigm shift in digital transformation and we are looking for someone who is equally as passionate about the future of digital as we are. 

We want someone to help us shape the direction of the agency, grow our client base while keeping our core values, keeping our team at the centre and the customer at the heart of what we do. 

VERSA is a growth agency working primarily in conversational AI, voice and digital, with ambitious plans that have seen us expand into other markets with teams in Sydney, Seattle, Mumbai and more to come. We are seen as a leader in our field and are globally recognised for our work in conversational AI. 

For all of our work, the end goal is always to create positive ROI for our clients. We help them grow.

We partner with our clients. We don’t just provide services, which is why it’s important the clients are the right fit for us, and us for them. We get involved from beginning to end so for us it’s important to bring on the right clients that fit our business, the way we work and that we feel we can offer them real value.

Our clients (new and old) all fit the following mould:

  • Clients we love working with (and have a good relationship with)
  • Brands, services and products we believe in
  • Clients we feel we can really add some value to

We believe that when we’re a good fit for our clients and likewise them for us, it makes for a nicer way to work and for nicer projects to be involved with. We work as both a retained agency and also on a project by project basis. We love startups and entrepreneurs so if it’s something we can see some real potential in or if it really excites us, we love to get involved.

Over 50% of our work is in the government or not-for-profit sectors and we truly believe in the power of digital to change the world. We are looking for people to join the VERSA family who want to do the same. 

We are a very dynamic company and there is a need for everyone to be comfortable being uncomfortable as we forge ahead into the future of digital and help clients find their way through. You will be rewarded by learning something new almost every day and constantly being challenged. If this sounds like you, then we’d love to talk. 

The role:

  • Actively helps drive VERSA’s profitability
  • Review profitability of accounts in terms of estimates, agency hours worked, etc. and manage appropriately.
  • Up-sells profitable solutions to clients and monitors job profitability in line with agency targets.
  • Is an active member of the new business pitch team where needed. 
  • Actively seeks to identify opportunities for organic growth and new business.
  • To deliver value to VERSA by consistently growing key account revenue over time. 
  • To oversee and manage a level of service to the client that exceeds their expectations instils total confidence in the client regarding the strategic handling of their account, projects and campaigns.
  • Knows the status of the campaigns and the overall health of the Client
  • Has an in-depth understanding of the client’s product, the market in which that product is sold and the various target audiences at whom the communications are aimed, attending market research as required
  • Provides an effective bridge between the client and the agency, and where necessary, other departments within the agency
  • Is accessible to clients and the agency and provides solutions or undertakes to find solutions where appropriate
  • Has responsibility for forward planning – is able to take the lead and responsibility for the account services team and manages and head off any problems personally or knows when to pull the management team together to plan for dealing with any issues before they happen
  • Builds relationships with each level of client management and manages relationships efficiently to ensure their faith in the agency and the abilities of account handling.
  • Sets and manages the expectations of the client and the team in terms of agency deliverables.
  • Is able to identify and make recommendations for adapting the agency process in consultation with the leadership team.
  • Understands client processes and timelines and integrates these with agency processes.
  • Able to maintain and set agency internal standards, ensures strategy and creative work presented is on strategy and is an appropriate response to the brief.
  • In conjunction with the account service and production teams, delivers to agreed deadlines, personally and by internal/external chasing.
  • In conjunction with the production team, keeps clients updated on timelines and status.

Financial responsibility

  • Understands the financial picture and works to deliver the agreed targets and manage the business to agreed forecast
  • Is up to date and fully aware of the financial expectations of the business
  • Is able to manage and understand the basic fundamentals of accounting and policies that affect the agency business (namely P&L, balance sheet, cash flow)
  • Is proactive in alerting the Operations Manager of issues likely to affect the financial expectations of the business

Internal Service

  • Is a trusted member of the team able to lead others internally on the effective and profitable delivery of the business
  • Manages the team internally to work efficiently and effectively to agreed financial targets and overhead constraints
  • Motivates and engages the team to foster a positive working environment
  • Supports and encourages account service staff to grow in their roles and abilities, giving them the opportunity to develop and practice new skills
  • Is active in identifying training and educational needs and opportunities for account service staff.
  • Organises own and others time to achieve deadlines, doesn’t create crises through lack of planning
  • Manages confrontational situations constructively but seeks guidance when unsure how to proceed
  • Is a regular contributor to new business meetings and liaises effectively with the Business Development team (where appropriate) to ensure implementation of plans
  • Maintains company intelligence on clients: key brands, incumbent agencies, dissatisfaction rumours, future launches, influential players.
  • Is aware of the impact of operational decisions on the financial performance of the business
  • Is proficient in accurate forecasting of income, overheads and issues that will affect profitability

Ideally, you will have:

  • At least 5-years agency experience
  • Experience in a CSD or GAD role
  • Experience of managing, developing and nurturing a team
  • A solid interest in the future of digital. Knowledge and experience in conversational AI, voice or other leading edge technologies would be an advantage. 
  • A passion for finding ways of being better
  • An excitement around building relationships with clients and partners
  • A solid understanding of digital and the services we offer
  • Excellent verbal and written communication skills with the ability to work with clients, prospects and partners by telephone, email and in-person
  • High energy
  • Positive Attitude
  • Ability to multi-task, prioritise, and manage time effectively
  • Motivation, drive and a self-starting attitude
  • Degree or relevant apprenticeship education
  • 'Tech-savvy' - we use a lot of digital tools to do our jobs

Key responsibilities:

  • Day to day running of all client-facing delivery
  • Oversee all activity relating to client services
  • Create strong community and client relations
  • Business client relationships - setting client expectations and agency deliverables
  • Help identify and convert new business opportunities - incl. upsells, new business pitches
  • Attending events and representing VERSA as a brand


  • Working in a fun, rapidly growing, close-knit team environment.
  • Working for an agency focused on making the world a better place. 
  • We work FOUR days per week - we are known for it and we love it - we’ll look forward to sharing details with you when we catch up.
  • Free lunch every day you are in the office. 
  • Yearly training budget.
  • Lots of mental health initiatives to make sure you are always supported. It’s our thing. 
  • Flexi-time, flexi-working, we work around you.
  • When you are in the office - there are dogs, ping pong, daily walks together, bake offs, and, of course, alcohol (if you want it). We are a social lot with an incredibly active social team constantly organising events. 

Please note, we will not be accepting communication from recruiters.

Melbourne, VIC

Advertising, Media, Arts & Entertainment


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