THE ROLE.

In simple terms, as a Business Director you own your client portfolio. You will use your wealth of superior client-facing and commercial experience to understand our clients’ businesses, customers  and underlying commercial objectives and build strong relationships with senior client stakeholders, up to and including C-suite and board members. 

Working closely with Account Directors and their respective teams, you will lead on designing, deploying and developing effective digital strategies across all performance channels which meet and exceed our clients’ expectations and objectives. This involves keeping up to date with contemporary best-practices for paid media, organic search and privacy-centric measurement and implementing best-in-class digital marketing.

As a senior member of the Growth team, you will be responsible for identifying opportunities to grow Found and the wider Tomorrow groups’ commercial relationship with our clients and for working with the Client Experience team on retaining our clients through outstanding performance and exceptional client satisfaction. 

You will also be a senior voice within the wider agency with both the opportunity and expectation on you to lead and contribute to how Found continues to develop, adapt and improve our services in an ever-changing digital landscape. With an astute ability to understand market and business challenges, and a great aptitude to ‘read clients’ and truly appreciate what makes them tick, you will continually steer excellence within the agency, ensuring we are delivering the right services to clients to achieve their business objectives.

KEY RESPONSIBILITIES.

CLIENT RETENTION & GROWTH.

• Develop and maintain successful relationships with senior client stakeholders, acting as a trusted advisor to the broader business.
• Working with the Client Experience team and the performance teams on maintaining at least a 95% client retention rate.
• Identify opportunities to expand existing and introduce new Found and Tomorrow group services across your client portfolio, working towards revenue targets.
• Be the contract owner for clients, ensuring we are proactive in commencing conversations with clients around contract renewals and scopes of work. 
• Negotiate with clients on contract terms, scopes of work and ad hoc client requests.
• Understand the client structure and the various reporting lines to create the right level of relationships with relevant client contacts. 
• Lead integration and cross team collaboration, ensuring all channels are working harmoniously to achieve client’s business objectives, and that we are operating in the right channels to achieve these.
• Act as the client advocate in the agency, ensuring roadmaps/scopes of work are in line with the client’s business objectives and provide value for their business growth.
• Identify red flags/threats to either the relationship or services Found provides to clients and report these to the Head of Growth. Work with the performance team to formulate a plan and execute for the best chance of client retention.
• Monitor – and own – client performance; understanding impact and narrative whilst having the ability to identify if/when step changes in approach are needed.
• Act as an escalation point for client issues and opportunities.

TEAM OPERATIONS.

• Overview the management and delivery of our services, working with the Client Experience team and performance teams on project management to ensure deadlines are met, scope deliverables are fulfilled and that client expectations are managed.
• Work with performance teams to find solutions to roadblocks/client issues with delivery of activity.
• Support performance teams by avoiding or managing overburn, ensuring we are servicing the client profitably and efficiently.
• Work with the Head of Growth and Growth team on mapping service whitespace through to closing new contracts, clearly communicating confidence levels and quantifying commercial opportunities.
  

STRATEGY.

• Work collaboratively with performance teams  to understand client objectives and design creative and effective digital strategies to drive commercial growth for their businesses.
• Mentor and develop the team in finding creative solutions to both client and internal challenges.
• Work with Account Directors to ensure forward-thinking on accounts and that we are pitching fresh and innovative ideas to clients. 
• Foster knowledge-sharing across all disciplines internally to ensure collaborative and informed work.
• Own the monthly and quarterly reporting for clients, ensuring the effective narrative of Found’s work whilst providing genuinely  valuable insights for key client stakeholders.
• Support in new business pitches as and when required.
• Manage key partner relationships and ensure we are utilising information shared to inform our client activity.
• Represent the agency at events and conferences. 

BEHAVIOURS IN THIS ROLE.

• Our Business Directors are expected to lead, motivate and inspire the team.
• Be approachable, supportive and accountable on client accounts, providing clarity on expected outcomes to the teams.
• Demonstrate calmness and compassion.
• Work collaboratively across the agency.
• Take a proactive approach to actively develop relationships with clients and internal teams.
• Be forward thinking,  solutions orientated and use initiative.

WHAT SUCCESS LOOKS LIKE.

• Average Net Promoter Score of 9+ from clients.
• 90% of contract renewals with clients.
• 25% of client growth through upsells and growth opportunities.
• Complete client stakeholder mapping with regular 1-2-1s in place
• Create the opportunity to present to client SLTs/Boards
• Exceptional quality work across the team.
• Recognised as a leader internally and externally.

Benefits

• Flexible Working - remote & flexible hours
• Personalised Career Development
• Summer hours on Friday + early finish on Fridays throughout the rest of the year
• Birthday day off
• 26-day base holiday
• Interchangeable bank holiday switch to celebrate the days important to you
• Employee Wellbeing Initiatives including Employee Assistance Programme
• Olivia - mental health & therapy
• Subsidized Gym Membership
• Pension
• Bippit financial coaching
• Bupa Healthcare + Bupa Enhanced Private Medical Insurance
• Enhanced parental leave - primary + secondary caregiver cover
• Pregnancy loss and parental bereavement leave
• Compassionate leave
• Eye-care vouchers
• Summer and Christmas party
• Life Assurance & Income protection
• Cycle to work scheme
• Computer purchase scheme
• Regular lunch and learns
• Team socials
• Paid volunteering days
• Opportunities to attend conferences and industry events
• And more!
• We're a flexible employer so we're happy to hear from people who are looking to work fully remote.
  
• At Tomorrow, we embrace and support diversity, fostering a culture of inclusivity as we know it is fundamental to our mission to make digital experiences more engaging, connected and accountable.
• We're an equal opportunity employer and all applicants will be considered without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, nationality, neurodiversity

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