Job Description

The Director, Client Services – EMEA is responsible for the overall health, performance, and growth of a portfolio of client accounts across the region. This senior leadership role drives revenue growth, profitability, client satisfaction, operational excellence, and team development while serving as a strategic partner to clients, internal stakeholders, and Business Development. The successful candidate will provide portfolio-level leadership, identify growth opportunities, and ensure high-quality delivery that aligns with client and business objectives.

Key Responsibilities

Portfolio Leadership

• Own portfolio performance, including revenue delivery, profitability, forecasting accuracy, and client retention.
• Provide strategic direction across accounts, ensuring alignment to business priorities and long-term growth objectives.
• Identify operational efficiencies and optimize resource allocation across projects and teams.
• Anticipate client needs and guide teams toward high-value opportunities.

Client & Account Leadership

• Build and maintain trusted relationships with senior client stakeholders.
• Provide executive oversight of project portfolios, ensuring quality delivery, scope management, and financial performance.
• Develop a deep understanding of client business challenges, industry trends, and competitive landscapes to deliver strategic recommendations.
• Support resolution of complex client or project issues.

Organic Growth & Business Development

• Partner with Business Development to identify and secure growth opportunities within existing accounts.
• Contribute to account planning, solution development, proposals, and client presentations.
• Drive organic revenue growth through strategic account expansion and value-added services.

People Leadership

• Lead, mentor, and develop Client Services team members.
• Support talent development, knowledge sharing, succession planning, and capability building.
• Foster a collaborative, high-performing culture across functions.

Organizational Leadership

• Contribute to operating model improvements and organizational initiatives.
• Champion cross-functional collaboration, communication, and alignment across teams.

Qualifications

• Bachelor’s degree required.
• 10+ years of Client Services, Account Management, or related leadership experience within learning, communications, consulting, or agency environments.
• Demonstrated success leading client portfolios, driving revenue growth, and managing financial performance.
• Strong leadership, communication, negotiation, and stakeholder management skills.
• Experience working in complex, cross-functional environments.

Success Measures

• Portfolio revenue growth and profitability.
• Client satisfaction, retention, and account expansion.
• Forecast accuracy and operational efficiency.
• Team engagement, stability, and performance.
• Achievement of strategic growth objectives.

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