Essence | Senior Client Services Manager

Buying, Trading & Investment Tokyo , Japan


Position at Essence

About Essence

Essence, part of GroupM, is a global data and measurement-driven agency that blends data science, objective media and captivating experiences to build valuable connections between brands and consumers. Clients include Google, FrieslandCampina, and the Financial Times. The agency is more than 1,100 people strong, manages over $3.2B in media spend and deploys campaigns in 71 markets via its global offices throughout North America, EMEA and APAC.

Visit for more information and follow us on Twitter at @essenceglobal.

About the role

The Client Services team is responsible for creating and enhancing the conditions by which our clients love our work through building strong and lasting relationships, living and breathing their business, understanding the broader context of marketing, knowing the levers of digital media, and driving and orchestrating the campaign delivery process.

Some of the things we'd like you to do:

  • Drive relationships with the day-to-day clients and confidently field and manage requests, input and feedback 
  • Manage expectations with clients and ensure every deliverable is documented and disseminated to the broader team
  • Assist in managing client satisfaction and identifying any issues or barriers and escalate as necessary
  • Understand client billing process and ensure team compliance 
  • Engage with clients to define actionable briefs for select campaigns, and assist with larger / complex campaign briefs
  • Run a daily agency-only collaboration session and a weekly client status
  • Create campaign timelines, identifying key milestones and checkpoints
  • Coordinate and facilitate with discipline practices (e.g. strategy, analytics) to ensure campaign deliverables meet client expectations
  • Provide project management support during the campaign lifecycle to ensure on time completion of deliverables, coordinate across practices, identify potential risks and issues, and escalate to Client Service senior leadership as necessary
  • Partner with senior management on the development of operational guidelines including staffing / scoping and financials
  • Serve as the direct manager of 1-2 reports including outlining annual performance goals and monitoring and encouraging career development opportunities
  • Provide timely and actionable feedback to the broader client team to aid in their development and improvement 

A bit about yourself:

  • A degree from a top-tier university or equivalent
  • An exceptional ability to learn new concepts and challenge the status quo
  • A passion for everything digital, with an active interest and understanding of online advertising industry trends
  • Excellent communication skills, both verbal and written, are particularly important in developing relationships with clients and local partner agencies and maintaining efficient communication across the team
  • Ability to recognize and resolve problems quickly and efficiently
  • Diligent and attentive to detail; able to follow through on projects and/or issues
  • Great analytical skills (including quantitative analysis) and confidence in making information based decisions
  • Computer literate with good skills in all basic Office programs (including Excel)
  • Fluency in Japanese and English

What you can expect from Essence

Essence’s mission is to make advertising more valuable to the world. We do this by employing the world’s very best talent to solve some of the toughest challenges of today’s digital marketing landscape. It’s important that we hire people whose values reflect those of our own: genuine, results-focused, daring and insightful. As an Essence employee, we promise you a workplace that invests in your career, cares for you and is fun and engaging. We believe these factors create a workplace where you can be yourself and do amazing work.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital status.