Client Services Account Director, Addressable TV

Display Planning & Addressable TV London, England


About GroupM

GroupM is the leading global media investment management operation. It serves as the parent company to WPP media agencies Wavemaker, Mediacom, Mindshare, Essence and MSix.

Its primary purpose is to maximise the performance of WPP’s media communications agencies on behalf of our clients, our shareholders and our people by operating as a parent and collaborator in performance-enhancing activities such as trading, content creation, sports, digital, finance, proprietary tool development and other business-critical capabilities. The agencies that comprise GroupM are all global operations in their own right with leading market positions.

The focus of GroupM is the intelligent application of physical and intellectual scale to benefit trading, innovation, and new communication services, to bring a strategic advantage to our clients and our companies.

About Finecast

GroupM, the media investment group of WPP, launched Finecast in September 2017, delivering digital-like precision and accountability to advertising on the most powerful advertising and branding medium - television.

As TV audiences fragment across a range of platforms and as viewing behaviours evolve, TV advertisers are grappling with how to continue making best use of their most trusted medium. Finecast was created to help solve this challenge.

Finecast enables advertisers to precision-target viewers across multiple on demand, linear and live streaming TV environments. It helps advertisers address hard-to-reach TV viewers through a single access point with standardised measurement. All Finecast campaigns are inherently viewable, running on TV screens within high-quality, brand-safe content with no ad blocking.

Each Finecast campaign is custom built around the advertiser’s audience target or response objective for TV campaigns and provides a more targeted and faster path to market than traditional linear TV advertising.

About the team

Finecast, led by CEO Jakob Nielsen, is currently an expanding team of 21 people spanning Engagement, Operations and Client Services functions.

The world of TV is undergoing a paradigm-shift as traditional, linear TV shifts into the new world of TV powered by technology advances. Content proliferation and ubiquitous data.  In parallel with this shift, the client services team is primarily tasked with being the very best account managers with a key focus on high service levels and defining growth strategies for key clients.

The Role Responsibilities

Managing the Client Services Team

  • Ensuring the team are tasked, motivated and communicating well with other business functions
  • Ensuring the CS team as well as our clients and wider team follow the set relevant processes
  • Ensuring any resource challenges are addressed and managed effectively
  • Oversee QPPs and ensure all are scored and delivered back in a timely manner
  • Ensure the team are fully versed and up to date on product and the up coming roadmap
  • Oversee central tasks across the team
  • Retention – work to keep good people – ensuring they are happy, developing, and sufficiently challenged
  • Recruitment – take an active part in building a business case for new team members and owning the recruitment process


  • Oversee efficient communication across the Client Services team (both in London and Manchester) between AM/Engagement and Ops functions, and come up with and implement strategies for ironing out any issues
  • Be proactive in having conversations with Commercial leads across the agencies
  • Inter-team Process
  • Ensure other functions within the business are following process and all have a good understanding and appreciation of why it is important to do so
  • Identify areas where new or improved processes can provide greater efficiencies across the team

Campaign Management

  • Oversee the end to end delivery of all campaigns – from brief right through to reporting and roll-out
  • Be aware of and address delivery challenges
  • Strategic campaign management – understanding where the pressures are, when and who to prioritise, resolve conflict and when to escalate.
  • Take a leading role in weekly war room meetings – raising any points of interest or concern and discussing with team – escalating externally (and internally) where necessary
    • Help to shape these meetings, and work to change the agenda if improvements could/should be made
  • Oversee pricing – communicate ‘headlines’ regularly with wider team (issues, averages, elasticity)

Problem solving

  • Be senior external escalation point with any concerns or queries from the agencies
  • Work to remove any potential roadblocks and conflict around processes to ensure all workflows happen on time and accurately
  • Independent working – confidence in having the answers

Growth (to be led by Senior CS Director/Growth and Dev team, but overseen and activated by CS Director)

  • Work with AMs and Eng to activate development strategies for all incumbent and prospective clients
  • Share with champions, heads of and relevant BDs
  • Report back to the business on needs and requirements needed in order to fulfil these objectives
  • Report back to the business on needs and requirements needed in order to fulfil these objectives
  • Monitor and push for progress over time

Agency Comms

  • Oversee the AM comms strategy with the agencies, ensure we maintain the right frequency at the right levels
  • Join surgeries to keep abreast of developments:   key clients, relationships and challenges
  • Ensure we evolve our output over time (RTBs, PCAs, Case studies, QBRs), taking into account new product pieces and learnings
  • Ensure consistency in the standard and content of our responses to briefs and general enquiries
  • Diarise, and compile QBRs – delegating where appropriate. Ensure the decks are insightful, growth-focussed and enriching for all involved
  • Ensure learnings are shared across the team and across the wider business – champion our success and team
  • Implement and evolve development plans with the agencies – ensuring we are set up for growth. Work closely with Engagement to deliver consistency and coherence
  • Build on our case study collateral – establish gaps and opportunities.

Campaign Set Up Performance/Delivery

  • Monitor and work to improve CS KPIs such as ACV, Repeat business, increased spends, frequency, consistency and coherence of pricing
  • Manage comms with Ops, finding ways to overcome any barriers or issues
  • Escalate any ongoing concerns and work to resolve


  • Challenge processes and propose better ways of working to aid cashflow and business health
  • Manage comms between CS and Finance – setting and managing the agenda at our meetings
  • Manage comms around finance process with the agencies – from senior staff

Essential Skills and Knowledge

Experience needed

  • Account Director level experience from an Agency or Client Services/Sales/Commercial role
  • Has managed and lead a team of at least 3+ people and been responsible for their L&D within the role
  • Will be fully literate in planning/buying/campaign management of multiple AV channels

Behaviours and core skills

  • Resilience
  • Positive and motivated
  • Great management skills
  • Confidence in personal, team and overall business delivery
  • Gravitas – when dealing with stakeholders on all levels
  • Delegation – in order to develop personal as well as other’s roles and experience
  • Be able to demonstrate a well-rounded view of the business


GroupM is an equal opportunity employer. We view everyone as an individual and we understand that inclusion is more than just diversity – it’s about belonging. We celebrate the fact that everyone is unique and that’s what makes us so good at what we do. We pride ourselves on being a company that embraces difference and truly represents the global clients we work with.

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