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Director of Client Success

Xaxis / London / Client Services & Strategy
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Job Overview

The Programmatic Client Success team is responsible for the EMEA business of our biggest global clients. Responsibilities include running campaigns, providing best in class reporting, ensuring exemplary account management and generating new commercial opportunities. As programmatic experts this team have in-depth knowledge across a breadth of topics and ensure that this knowledge is used in the best way to meet the clients’ needs.

About the role

This role oversees a centralised business unit, responsible for all activity across EMEA markets for a large global client and leading a team of programmatic experts. The team is a centre of excellence and reports into the MD of Xaxis EMEA Operations while working in syncronicity with the agency biddable team. The role is responsible for overseeing all elements of a clients’ activity and is tasked to develop a deep understanding of client needs and then meeting that need through exemplary service, innovative strategy and expertly executed programmatic activity.

Role requirements

  • Foster strong relationships with key agency contacts both centrally and across markets, developing a deep understanding of the needs of both the agency and the client and positioning Xaxis in a way that can meet those needs.
  • Full ownership of forecasting and revenue tracking with an in-depth understanding of the implications of the finances of your account.
  • Ownership of campaign booking and reconciliation process across multiple markets.
  • Continuously evolve programmatic execution through standardized test and learn programs.
  • Full participation in the Xaxis EMEA HQ Leadership team and all that entails, from prioritization and project work to strong and collaborative working relationships with your peers.
  • Line management and leadership of your team, including development and performance management.
  • Always act in the best interests of the client, maintaining client centricity at all times.
  • Collaborate with the other Xaxis and agency teams to innovate through enhanced media, data, artificial intelligence and personalization offerings.
  • Ensure first-rate operational execution across your team, hitting client KPIs whilst assuring profitability.
  • Drive a forward thinking programmatic strategy and influence the biddable strategy, ensuring that Xaxis is positioned in a way that results in revenue growth.
  • Act as a point of escalation for troubleshooting and problem deep-dives.

Candidate profile

  • High level thinking and planning to set and achieve goals that lead to a more efficient and effective operations support team and optimal service to the business stakeholders and system end users
  • Actively look to exploit known and new possibilities in order not just to maintain high team and service performance, but to achieve incremental and sustained improvement
  • Secure support, budget and sign-off as required for the initiatives, projects and developments that make up, or contribute towards, the goals you have set
  • Direct, instruct and delegate as necessary and appropriately, and given available resources, in order to maximise the probability of achieving the goals and objectives set
  • Execute effectively and professionally (timely, completely, clearly, sensitively) on the plans made to achieve the goals and objectives set
  • Prioritise projects, initiatives and developments in terms of delivery time, budget and allocated resource according to understood/agreed business need and value
  • To carry out responsibilities independent of support and direction from line manager, to a level of professionalism and quality that does not through fault require line management involvement to improve or correct
  • To take a highly proactive approach, demonstrating initiative to be one step ahead of the business’ needs
  • Establish a Mission for the team to work For, and a Vision for them to work Towards; ensuring that they understand the goals and they are aligned with the business
  • Inspire and motivate people through words and actions, to the extent that the team will look-up to, admire and follow you
  • Ability to develop strong relationships across all levels of the organisation in order to understand multiple perspectives and design effective solutions.
  • Excellent Communication skills, effectively translating complex ideas into easy to understand, workable solutions
  • Adaptable communication style that can be tailored depending on the situation and audience.
  • Experience of driving efficiency and effectiveness projects Organisational change management experience as the driver of change
  • Ability to identify and analyse efficiency opportunities, particularly relating to core business processes and user workflow
  • Evidence of technical comfort and understanding of advanced internet ad technology
  • Understanding of the fundamentals of partner technology offerings
  • Strong programmatic knowledge in order to educate and evangelize to our partners, clients and the wider team
  • Ensure resource allocation across your team is appropriate and will deliver the desired outcome
  • Strong team management and leadership skills, including goal setting and performance feedback.
  • Inspire and motivate people through words and actions, to the extent that the team will look-up to, admire and follow you.
  • Able to identify incremental business opportunities from new or existing clients and products
  • Able to understand client strategy and set our own strategy in response

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Xaxis Overview

Xaxis transforms digital media into business outcomes. We maximize the ROI of our clients’ digital media investments by combining purpose-built AI, advanced cross-channel solutions, and dedicated programmatic expertise to develop and optimize to success metrics that connect directly to their business goals. Founded in 2011, Xaxis is GroupM’s advanced programmatic media arm, delivering outcomes for more than 3,000 brands in 48 markets around the world.

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