Associate Director, Client Services (Contract)

Job Title: Associate Director, Client Services (Contract)

Work Location: Berlin (Remote First but need to be able to come into office when needed)

Start Date: ASAP

Duration: This is a 6 month contract

Named one of WorkLife’s 50 Best Places to Work and one of Fast Company's Most Innovative Companies, Whalar Group is a global creator company on a mission to liberate the creative voice. 

Creators are at the heart of everything we do! We are a curious, diverse team of 300 individuals around the world who are passionate about the Creator Economy. Our proximity, understanding, and trust of creators evolved into a first-of-its-kind creator ecosystem. Under Whalar Group, there are six companies: Whalar, a global creator agency; Sixteenth, a global full-service, 360° creator and talent management company; Foam, a suite of AI tools, templates, and services; Moby Ventures, a creator-centric venture studio; Umi Games, a groundbreaking gaming studio; and The Lighthouse, an IRL campus for creators and their teams.

About the Client Services team: 

The Client Services team has ultimate responsibility for the creative output of client campaigns. Client Services ensure the smooth execution of projects and have a helicopter view over all parts of the campaign process, working with expert teams and specialist partners (both internally and externally) to bring a brand’s creative vision to life. The Associate Directors ultimately  are the gatekeepers of this vision and the guardians of the brands we work with. 

The team has three core functions: 

1. Manage client relationships, creator partnerships, budgets and timings across any executional workflows.
2. Act as the central resource that brings in the right expertise at the right time, facilitating collaboration.
3. Facilitate client retention and client satisfaction through quality creative output and excellent operational and servicing standards.

Here’s what you’ll do day-to-day: 

• Excellent Client Servicing: Oversee and lead on seamless day-to-day operations of campaign delivery, bringing together the right cross-functional team and ensuring projects are effectively set up for success, including set up of new workflows where needed.
• Team Management: Be a positive, solutions-first role model and mentor, train and develop team members through robust career pathing and goal setting.
• Financial Accountability: Deliver accurate and effective pricing plans for pre-sale work, and track budgets and spends on post-sale work, ensuring budgets are fully optimized. 
• Process Driven: Proactively identify gaps that require new processes and tailor all workflows for efficiency  - review processes during and after campaign lifecycle and ensure learnings are shared and applied. 
• Consultative: Listen deeply and ask big questions to help our clients go beyond their vision and goals. Offer up true creator economy expertise and knowledge of your accounts  - supporting the Business Leads with client stewardship.
• Account Development: Develop client relationships and deepen partnerships, identifying and escalating new commercial opportunities.
• Campaign Reporting: Work alongside the Measurement and Paid Amp teams to develop and implement media strategies, as well as bespoke, detailed measurement plans with appropriate tracking and reporting set up.
• Presenting: Be an excellent storyteller. Present our work and represent the company to existing and prospective clients in an engaging and impactful way. 
• Escalation: Have high trust with clients and showcase exceptional dispute resolution capabilities as well as client objection handling skills, taking a solutions first approach and serving as a point of escalation where needed. 

Here’s what we’re looking for:

• Have 6+ years’ agency or brand experience
• Have a proven track record of successful program delivery and account growth with large customer accounts
• Have experience managing a team, including career development, and be a natural motivator of people
• Have strong detail-oriented, organizational and interpersonal skills
• Thrive in an environment where collaboration, flexibility and scrappiness are valued more than job titles, rigid structure and legacy ways of working
• Be a curious self-starter with a problem-solving mindset and a proactive, can do attitude
• Have a solid understanding of the creator economy, social media advertising ecosystem and an insatiable appetite for learning about industry innovations
• Must be a native German speaker and professionally fluent in English (speaking and writing capabilities).

Our values:

At Whalar Group, diversity, equity, and inclusion (DEI) isn't just a statement, it's our collective strength. Our people are our superpower. A diverse team and inclusive leadership have shaped Whalar Group since our inception in 2016, fueling a constant evolution of growth. We champion a culture of respect and empathy, fostering a sense of belonging that transcends demographics. We hire individuals of all backgrounds and empower them to thrive, challenge stereotypes, and actively break societal barriers. Learn more. 

Our benefits and perks:

Whalar Group provides flexible benefits and collaborative work environments and experiences so employees can work productively in a setting that best and uniquely suits their needs.

• 25 days of PTO + winter break
• Monthly phone/internet reimbursement
• New joiner home office allowance 
• Calm App subscription (add up to 4 dependents)
• Volunteer days
• Social programs