Head of Client Service

• Define and implement a global client service strategy that supports growth and retention
• Build , lead, and mentor a cross-functional client service team of 5 across multiple regions
• Serve as the central point of contact for client experience, ensuring consistency and excellence across all touchpoints
• Support RFPs, tenders, and proposal development jointly with our Business Development and sales team
• Oversee onboarding of trialists and new clients, ensuring smooth transitions and early value realization
• Drive proactive account management and client success initiatives to maximize satisfaction and lifetime value
• Encourage collaboration with larger accounts and ensure they feel valued as part of our journey
• Champion client feedback and insights to inform product development and service innovation
• Promote, develop, and sustain our Client Portal to provide clients and users with enhanced value and efficient self-service capabilities
• Establish KPIs and reporting frameworks to monitor client satisfaction, team performance, and service impact
• Respond swiftly to client signals and internal opportunities to generate commercial momentum
• Explore new service opportunities in partnership with our Global Business Development team
• Responsible for overseeing product manuals and managing communications on the Client Portal
• Synthesize complex data and technical concepts into clear, business-friendly narratives
• Contribute to roadmap planning and feature prioritization based on client and industry feedback
• Partner with Sales, Business Development, Research, and First Line Support to deliver a unified and high-impact client journey
• Collaborate with Product and Engineering teams to evolve our client portal and co-develop solutions with clients
• Support market entry and expansion efforts by localizing service methodologies and ensuring operational readiness
• Collaborate with Operations to ensure a smooth, efficient client installation process
• Support global initiatives while maintaining a strong focus on local market dynamics

• Proven track record in leading global client service teams, ideally within media, tech, or audience measurement sectors
• Deep understanding of audience measurement methodologies and software platforms
• Demonstrated success in building scalable service models and client-facing operations
• Strategic thinker with a hands-on approach and a passion for delivering client value
• Exceptional communication and stakeholder management skills
• Comfortable operating in complex, multicultural environments with a global mindset
• Ability to learn quickly and adapt to new technologies and industry trends
• Experience in media, TV, or advertising technology is a plus, but not required

Experience in media, TV, or advertising technology