How a new head of client services impacts the agency, with Emily Brown & Matt Loughlin

Welcome to episode 124. This will be particularly interesting for you if you want to know how much the head of client services role can impact the agency's business.

Listen in if you don’t currently have a client services team and you're perhaps thinking about having one, or your client services function isn't performing as you'd like it to and you're exploring options for perhaps bringing in a head of department. Or maybe you are the client services director in your agency and are curious to understand how someone else in this role operates. Emily Brown and Matt Loughlin joined me today from digital marketing agency, Receptional.

I met Emily when she was just a few months into joining the agency and I've been very lucky to have the opportunity of working with her in my Account Accelerator programme, and that means I've been working with her for almost a year. This conversation reflects on what she's achieved as the new head of client service.


Here are the key themes that we cover during our chat:

why the agency decided in the first place to hire a head of client service

Emily's first 90 days in the role, and how she pinpointed and tackled the key priorities and established herself with the team

the impact this CSD role has had on the agency's operations team and clients just 16 months later

and the learnings from both Matt and Emily's perspective of establishing this new role in the agency that hopefully you can benefit from in your agency.

They share lots of detailed tips and examples that I'm sure you're going to find useful.

You can connect with Emily and Matt here:
https://www.receptional.com
  / emily-brown-5073993a  
  / mattloughlin  

If you'd like to hear about my upcoming podcast episodes, account growth training sessions, tips about account management and news about the agency industry, you can sign up to receive my regular newsletter by going to my website, https://www.accountmanagementskills.com, or connect with me on LinkedIn:   / jennyplant  


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Website: https://www.accountmanagementskills.com
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