Articles

This Masterclass will show you how to create a motivating and well-defined North Star, and develop a strategy to get achieve the goal, with big tangible actions, day to day habits and ways of working across the whole team.

If you lead client services in a creative agency, you know the weight of expectation that comes with it.
You’re the bridge between so many functions and actions, and that’s where resilience and stamina become your greatest assets.

Whenever asked, clients most commonly share a similar answer when asked what they most want from their agency: “We wish they were more proactive.” It’s striking that this remains the core frustration. After all, proactivity is in the DNA of any good client service professional.

For the last 20 years, client service in agencies has been built around four core skills: project management, commercial control, delivery excellence, and relationship building. These have been the bedrock of client trust. But the world has changed. The question is now “Did our work make a measurable difference to the client’s business?”

There’s a reason why so many agency business plans stall between the page and reality: execution depends on people’s ability to think and act strategically, not just deliver projects. This is precisely where business acumen becomes critical.