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About the Role

The Client Service Director is a strategic and commercially pivotal role, responsible for building, developing, and growing long-term partnerships between AND Digital and its clients. You will own and develop a portfolio of key client relationships, becoming a trusted strategic partner to senior business and technology leaders, identifying opportunities to increase AND's impact and ensuring we continue to deliver meaningful value.

Responsibilities

Own and develop a portfolio of strategic client relationships, building trusted partnerships with key stakeholders at all levels of client organisations.
Develop a deep understanding of each client's business, commercial priorities, organisational structure, challenges and strategic ambitions.
Build strong relationships with senior decision-makers, including CIOs, CTOs, CDOs and CEOs, becoming a trusted advisor and strategic partner.
Proactively engage clients to understand their evolving needs, challenge their thinking and identify ways AND can deliver greater value.
Establish strong communication and engagement plans, ensuring clients feel connected, supported and confident in their relationship with AND.
Act as the senior point of contact and trusted escalation for clients, resolving challenges and ensuring positive outcomes.
Build long-term, sustainable and mutually beneficial partnerships that strengthen AND's position and increase our impact within client organisations.
Take ownership of account growth, developing and executing strategic account plans that identify opportunities to deepen relationships, expand AND's footprint and increase revenue.
Proactively identify opportunities to introduce additional AND capabilities, services and expertise in response to client needs and business challenges.
Understand the wider client organisation, identifying new stakeholders, departments and business areas where AND can add value.
Shape and develop growth opportunities with clients, working collaboratively with internal teams to create compelling propositions and solutions.
Lead account planning and growth conversations, ensuring there is a clear understanding of future opportunities, priorities and commercial objectives.
Develop a strong understanding of the client's technology and transformation roadmap, ensuring AND is well positioned to support future initiatives.
Identify opportunities to strengthen existing relationships and build new connections within current client organisations.
Take accountability for the commercial health and performance of your client portfolio, ensuring accounts remain profitable, sustainable and commercially successful.
Maintain strong oversight of account revenue, forecasting, utilisation and commercial performance.
Proactively identify and minimise revenue leakage, manage commercial risk and ensure contractual commitments are understood and met.
Support the creation, negotiation and management of Statements of Work (SOWs), with a thorough understanding of contract terms, commercial obligations and risks.
Balance client satisfaction and value with AND's commercial objectives, ensuring engagements deliver sustainable outcomes for both organisations.
Work closely with delivery and finance teams to maintain accurate commercial reporting, identify risks and address performance challenges.
Identify opportunities to improve the overall value and profitability of existing client relationships.
Work collaboratively with delivery leaders and teams to ensure clients receive an excellent experience and consistently recognise the value AND brings to their organisation.
Build strong relationships with delivery teams, ensuring alignment between client expectations, engagement objectives and delivery outcomes.
Take an active interest in the overall health of client engagements, proactively identifying opportunities to improve client satisfaction, strengthen relationships and drive positive NPS.
Work alongside delivery teams to identify and address potential client challenges, resolving issues early and maintaining client confidence.
Maintain oversight of commercial risks across client engagements, working with delivery and commercial teams to identify and mitigate risks, protect revenue and ensure sustainable account performance.
Ensure client feedback is understood and acted upon, using insights to strengthen relationships, improve the client experience and identify opportunities for further growth.
Work as a key member of the regional leadership team, contributing to AND's wider commercial strategy and client growth ambitions.
Collaborate across the business to bring together the right expertise, capabilities and people to maximise opportunities within existing accounts.
Clearly communicate AND's mission, values and proposition, connecting our clients' ambitions with our ANDis' goals.
Build strong internal relationships and foster a collaborative approach to developing and growing client partnerships.
Provide clear direction and support to client-facing teams, helping them understand client objectives and the role they play in delivering successful partnerships.
Work autonomously, demonstrating initiative and sound judgement while contributing positively to a dynamic, collaborative team environment.

Requirements

Strategic and commercially pivotal role
Building, developing and growing long-term partnerships
Own and develop a portfolio of key client relationships
Trusted strategic partner to senior business and technology leaders
Understanding clients' organisations, ambitions and challenges
Identifying opportunities to increase AND's impact
Ensuring we continue to deliver meaningful value
Exceptional relationship management
Strong commercial acumen
Developing account strategies
Driving revenue growth
Expanding our presence within existing clients
Ensuring partnerships are commercially successful and sustainable
Build relationships with senior stakeholders, including CIOs, CTOs, CDOs and CEOs
Helping them navigate the opportunities presented by digital, technology and business transformation
Challenge their thinking
Bring new perspectives
Connect their strategic ambitions with AND's capabilities and proposition
Working closely with regional leadership, delivery teams and our ANDis
Strengthening our client portfolio
Identifying opportunities for growth
Ensuring AND becomes an indispensable long-term partner

Skills

Client Partnerships
Relationship Management
Account Growth
Strategic Development
Commercial Management
Performance Management
Client Delivery
Client Satisfaction
Commercial Assurance
Leadership
Collaboration

Location

UK
Europe

Work Type

Blended Working

Experience Level

Senior

Benefits

25 days holiday allowance + bank holidays
Flexible bank holidays
Share scheme
A £1000 flexifund to use on a personalised list of benefits such Gym membership, Cycle to Work Scheme, Health, dental and optical cash plan
Private medical insurance
6% employer pension contribution, when you contribute 2%

About the Company

AND Digital are a tech company focused on accelerating digital delivery and dedicated to closing the digital skills gap.
We’ve been helping organisations build better digital products and stronger digital teams since 2014.
We believe our work should always leave a legacy for the client.
We do this through close relationships with our offices (or ‘Clubs’) so that our partners are always prioritised by a regional team close to them.
This unique model has driven success for our clients and ourselves, evidenced by our remarkable organic growth since 2014.
Today we number more than 1,300 people with Clubs all over the UK and Europe with plans for global expansion in the next couple of years.
Join us - and help us fulfil our mission to close the world’s digital skills gap.
We have three values: wonder, share, and delight. These values inform how we work with clients, and our culture: what it feels like to work for AND.
We believe collaboration, ambition, curiosity and fun can drive innovation by creating a better environment for problem-solving.

Equal Opportunity

At AND Digital we embrace diversity and are committed to equal opportunities.
We are actively recruiting for a diverse and inclusive workforce so want to ensure we do everything we can to support your application.
We want you to feel safe and empowered to let us know if you require any adjustments to be made to your application or interview process so please speak to our recruitment team.