At TMC, our Client Services team forge the critical bridge between our clients and the beating heart of the agency. Each day, they are continuously listening, planning, solving, liaising and delivering, to ensure the organisations we partner with are receiving the highest quality output.
Throw in crisis management, exceptionally tight deadlines and the emotional intelligence to ensure all manner of stakeholders feel heard and respected, Client Services truly ‘bring calm when there could be chaos’.
What does a typical day in Client Services look like?
Ultimately, our Client Services team manage all client relationships and communications.
That’s the simple answer.
The more honest one? As a member of the Client Services team, you can expect your day-to-day to be constantly changing. Comprised of roles from Account Executives to Senior Account Manager to Head of Client Services, our team have a range of hard-earned, diverse and valuable experience. Ask each of them what their typical day looks like and the answer will be wildly different.
For example, Annelise, an Account Executive who we welcomed more recently to TMC, starts her day by aligning with her fellow team members to digest the latest project updates and ongoing activity, before deep-diving into briefing the wider delivery teams, quality checking and ensuring clients are kept up to date with seamless comms. Regular meetings are vital in this kind of role, “I get a lot of energy from meetings, and it is key to helping me understand a project more.”
Amy, Senior Account Executive, shared how her ‘typical day’ involves project managing multiple fast-moving activities. “From covering logistics for upcoming masterclasses, consistently liaising between departments to manage timelines; to working on developing a communications plan for one of our women’s health brands and monitoring the performance of a live LinkedIn campaign – there’s always plenty to consider.”
She added that “Being a part of the Client Services team means that we are the bridge between the client and the agency. Spinning multiple plates at once in order to ensure our teams deliver effective marketing solutions which meet (and exceed!) the needs of the client and brand.”
Team Culture & Collaboration
A core function of this department involves working alongside the other disciplines at TMC. Whether collaborating on strategic content with the Marketing team, to concepting memorable visuals and design with the Studio team, or finalising media plans with the PR team.
When asked what words they would use to describe TMC’s team dynamic, ‘collaborative, supportive, driven and resilient’ were popular terms. Dan, Senior Account Executive, shared “I really enjoy how closely we work with clients and each other; there’s a real sense of teamwork and shared purpose. We pull together, push each other to do our best, and always help each other out when needed!”
In a similar vein, Account Executive Sam also shared that having work with a sense of purpose, and projects specifically within women’s healthcare makes the role a rewarding one to work in.
Collaboration is key to ensure the ball keeps rolling and projects are delivered to the highest standard. This requires a level of understanding between the ways different teams or individuals may work, the time and budget required to complete work, and management of each task that needs to be undertaken.
Building Client Trust
The strongest client relationships are built on trust, which ultimately develops from honest and authentic communication.
Head of Client Services, Fran shared “At TMC, we aim for relationships which go beyond the transactional and are passionate about becoming trusted, strategic partners and an extension of our clients’ teams. We do this with a focus on understanding the problem we are helping to solve and consistently going above and beyond to deliver results on time and beyond expectations. Our commitment to this is evidenced by client relationships that have continued for nearly two decades.”
“It’s not about them and us, it’s about what we can do as a collective to ensure we get the best results.”
“By building that relationship and trust, you can begin to understand the different nuances between individuals, whether there are specific communication preferences or needs. Understanding this helps when approaching work with different clients.”
Emily, Senior Account Executive said, “Working with clients who have different styles or needs means we need to be flexible in our approach.” With Jessie, Account Manager agreeing. “We accommodate the needs and styles of each client by actively listening and asking plenty of questions and then adapting to suit their needs, whilst considering our internal workflows. We have a full onboarding process that ensures that each party agrees before any project work is undertaken.”
Cecily, Senior Account Executive, added “Another thing to consider is the variation in communication styles. Clients can be light-hearted and laid-back, or direct and formal, or often somewhere in between. It is important for us to remain professionals and helpful regardless of the client communication style, and to never take feedback personally.”
“A key strength of having long-standing clients and consistency with the agency team, is that the clients’ individual needs and style can be learned and communicated to anyone joining that account.”
From managing evolving client needs to building meaningful relationships, the team operates as a true extension of each client’s brand. Their commitment to communication, teamwork and going above and beyond ensures every project is delivered with care, excellence and impact.
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