Director of Client Services

We are NewGen, an award-winning team of over 100, with offices in New York, London & Manchester and we’re looking for aspiring social natives to help take the NewGen brand to new heights!

Founded by our ‘30 under 30 co-founders’ as a gaming-focused influencer marketing agency, we are now an industry-leading social agency that partners with the biggest non-gaming brands in the world helping them to reach their audiences digitally.

We’re looking for creative, strategic, data-led individuals to help shape award-winning campaigns that keep them coming back for more!

Want to join the team, here are our three non-negotiables.

• Input - Join in, take part, be heard and contribute, team members looking for an easy ride won’t succeed here.
• Output - Focus on quality, if you’re not happy with what we’re creating then stop and ask why. Everything we create should be good enough for your portfolio.
• Together - Most importantly, achieve it together! Not feeling it, that’s okay we’re one team and support each other every step of the way. No egos. No judgment. 

What’s it like in the New York office?

• Startup culture in a larger agency group. Our New York office is our HQ in the US comprising of a smaller team operating in a larger agency group. We’ll be a startup business with the backing of a well-established agency in the UK, giving us the best of both worlds.
• Hybrid culture - As a start-up in the US we know the importance of face time regularly. We equally understand the importance of flexibility. Our US team will be required in office 3 days a week minimum. 
• We’re based near Nomad, so right in the hustle and bustle of New York.

The Role

As Client Services Director, you will be accountable for the service standards that our clients receive, ensuring their campaigns are executed flawlessly and exceed expectations at every turn. You will lead and mentor a high-performing team, fostering a collaborative and results-oriented environment. This role requires a deep understanding of the social media landscape, influencer marketing strategies, and the ability to translate client objectives into innovative and effective campaigns.

Responsibilities:

• Strategic Leadership: Develop and implement client service strategies that align with agency goals and deliver exceptional client satisfaction.
• Client Relationship Management: Cultivate and maintain strong relationships with key clients, acting as a trusted advisor and strategic partner.
• Team Management: Lead, mentor, and develop the client services team, fostering a culture of collaboration, innovation, and high performance.
• Campaign Oversight: Oversee the execution of client campaigns, ensuring they are delivered on time, within budget, and meet or exceed agreed-upon KPIs.
• Business Development: Identify opportunities for growth within existing client accounts and contribute to new business development efforts.
• Financial Management: Manage client budgets and ensure profitability of client accounts, whilst also ensuring teams are accountable for time-tracking.
• Performance Reporting & Analysis: Analyze campaign performance, provide data-driven insights, and develop recommendations for optimization.
• Industry Expertise: Stay up-to-date on the latest trends and best practices in social media and influencer marketing.

Qualifications:

• Bachelor's degree in Marketing, Communications, or a related field.
• 7 years of experience in client services or account management, preferably within a social media or influencer marketing agency.
• Proven track record of building and maintaining strong client relationships.
• Experience leading and managing a team.
• Deep understanding of social media platforms, influencer marketing strategies, and digital marketing best practices.
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.   
• Passion for social media and influencer marketing.

What you need to know to succeed

As a digital marketing agency that specializes in social media, it’s imperative that you understand and are able to demonstrate experience of the following:

• Social media landscape, you stay up to date with the latest platforms and can articulate their differences and opportunities to clients. This includes but is not limited to, Reddit, Discord, Instagram, Twitter, YouTube, Twitch, Facebook, Snapchat.
• Helpful - The gaming industry - a lot of our clients come to us as we’re specialists in the gaming space. Having knowledge of the industry, what’s happening, what’s working, what isn’t, and being able to impress clients with your expertise will give you a massive advantage.
• Candidates who organically engage with creators on social media and speak confidently about them throughout our interview process will be hugely beneficial.

Equally, you must be able to demonstrate the following:

• Experience in risk analysis and planning, ensuring that NewGen has considered all key aspects required for a project's delivery. 
• Client management, being able to highlight times when you’ve had to deal with challenging situations and articulate how you’ve solved them.
• Internal stakeholder management, being able to organise/coordinate a large group of people and rally them behind a core goal/objective.
• Knowledge of project management software, such as ASANA or ClickUp will be highly advantageous.

Our interview process

At NewGen we’re looking for deeply passionate people who want to work with us as much as we want to work with them. Our process focuses on assessing a variety of skill sets and helps both you and us to understand if we’re making the right decision. When we bring someone into the team we want to work with them for years, so the process is particularly important.

Stage One (30 mins)

Let’s get to know each other. 

An informal chat, firstly giving you the opportunity to ask questions about the role and find out more about the business, then we’ll ask you three questions.

• Why do you want to work for NewGen?
• Why do you think you’re right for this role?
• What were your biggest challenges and biggest successes in your previous role?

Stage Two (One hour - face to face if possible)

Let’s get serious for a second.

An interview in front of two NewGen teammates. This stage will focus on your skillset, and ability to deliver the work and we’ll ask questions about your specific experience aligned to the role. Some questions you may be asked are:

• Thinking about a time where you had to solve a complex team problem, what was the problem and how were you able to solve it? 
• Explain your typical process when tackling a large client project, and where have you historically identified challenges with it?
• How have you been successful in unlocking additional client revenue?

Stage Three (One hour - face-to-face required, this is a hybrid role (leniency given for relocation))

The Big One

A task and presentation in front of all three people from Stage One & Two. We use this task to understand core competencies:

• Ability to pitch and your professional communication style.
• Ability to create pitch decks / communicate your ideas visually.

The task will present you with one of our existing clients and a key challenge they face. We’ll ask you for your recommendations in solving the challenge, focusing more so on the process and logistics behind delivering against it. This task will look to further understand your ability to pick up a project and run with it.

If you’re not successful at this stage we’ll commit to providing full detailed feedback about your presentation, explaining why we’ve moved forward with someone else.

Salary: $150-$175k

Benefits

• 20 Days Holiday (not including Federal Holidays) per year PLUS The NewGen Reset (2 additional weeks of paid time off)
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development