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Lead, Client Service

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about this role

The Client Service Lead is responsible for managing the Client Service team within our agency and across our entire client roster. You have a strategic approach to how all marketing channels work together and are able to assist in reviewing marketing plans and providing guidance in development of them. You enjoy client management, fostering relationships and are able to actively engage with clients on a proactive approach and as a point of escalation.

You will work closely with the Campaigns Team Lead on a day-to-day basis ensuring that client deliverables are met. You are passionate about digital marketing and are able to translate that to your team and clients. You will be a leader in the Client Service team, and as it grows and evolves you will help contribute to new processes and ideas, shaping the way the team functions. With this role you will also help generate additional revenue for tempo digital through additional services and new business pitches.

client support
  • Effectively balance the dual expectations of clients and the agency to ensure scope of work for clients is managed and adhered to.

  • Attend key client meetings and liaise with Digital Strategists to support them on regular client meetings when needed.

  • Keep all agency departments informed of client-side developments ensuring key stakeholders have all details needed.

  • Review and provide guidance on client reports and presentations to ensure they are strategic, clear, and adhere to the tempo digital guidelines.

team management
  • Train and mentor your team by providing feedback through informal meetings and scheduled performance reviews.

  • Share industry news and knowledge with the team and liaise with agency partners to further grow your team’s skills and understanding of digital marketing.

  • Review and provide feedback for media plans and presentations developed by your team.

  • Ensure internal quality assurance steps for campaign launches are followed and kept up to date according to the tempo digital process.

  • Resolve issues from your team and keep leadership aware of them, outlining steps taken to manage.

leadership responsibilities
  • Keep your team up to date on agency news including new clients, changes to scope of work, agency process and policy changes.

  • Build positive relationships with internal teams and set a good example within the agency.

  • Review and provide feedback to ensure work is consistent with agency guidelines and reflective of the agency’s quality standard.

  • Understand the agency’s process and follow steps to ensure consistency.

  • Keep abreast of reviewing the BCR and financial documents to ensure accuracy and manage the monthly billing and invoicing process.

  • You have exceptionally strong client management skills demonstrated through building new and maintaining existing relationships.

  • You can showcase a thorough understanding of all digital marketing channels and an ability to develop strategic plans and recommendations.

  • You are well versed in using Google Sheets/Excel and Google Slides, and can develop visual presentations to express your ideas.

  • You can demonstrate strong communication skills when dealing with both internal and external contacts, showing professionalism and the ability to ideate during conversations.

  • You have experience leading a team and encouraging a positive work environment for your team.

  • You are excited about new business opportunities, driven to help on business pitches, and know how to celebrate success no matter the size it is.

  • 4-6 years of relevant agency experience supporting clients.

apply now

Are you located in Ontario?*
Have you worked in an agency before?*
While we’re remote, your first week of onboarding and our quarterly agency meetings happen at our share space office in Kitchener, are you able to commute there: (required)*
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