Shannon Moore

The Client Service Director (CSD) role encompasses operational responsibilities akin to those of an Account Director, with increased management accountability and financial oversight. Exemplifying professionalism, garnering respect and collaboration from colleagues across projects and production teams.

Key responsibilities include representing the company professionally, promoting its credibility, and ensuring the delivery of high-quality digital products and solutions.

Entrusted with appropriate levels of responsibility and decision-making authority, essential for effectively overseeing client-facing delivery and project management within the development studio.

Client Service:

• Ensure client satisfaction by exceeding expectations and demonstrating strategic and logistical competence in managing accounts and projects.
• Possess comprehensive knowledge of project statuses and overall client health, understanding their products, target markets, and end-users.
• Serve as a liaison between clients and the company, fostering accessibility, proactive problem-solving, and effective communication.
• Take the lead in forward planning, managing teams, and addressing issues preemptively, while building and maintaining strong client relationships.
• Set and manage client and team expectations, uphold agency processes, and adapt them when necessary in consultation with relevant stakeholders.
• Maintain agency standards, oversee deliverables, and ensure timely communication with clients, in alignment with agency processes.
• Collaborate with operations and project teams to establish and update deliverable timelines, ensuring adherence to deadlines and effective communication with clients.

Internal Service:

• Lead internal teams to deliver business objectives efficiently and profitably, while nurturing a positive working environment.
• Fulfill management responsibilities, supporting team members' growth and development in coordination with the Operations Manager.
• Handle confrontational situations constructively and contribute actively to management team decisions.
• Serve as a conduit for disseminating relevant information from the management team to the wider team, maintaining confidentiality as necessary.

Business Administration:

• Drive agency profitability through proactive management of account profitability, identifying and addressing issues, and suggesting process improvements.
• Upsell profitable solutions to clients, contribute to new business pitches, and seek opportunities for organic growth and new business.
• Liaise with the Business Development team as needed and ensure effective implementation of plans.

Financial Responsibility:

• Understand and work towards achieving financial targets, proactively alerting the Managing Director to potential issues affecting business expectations.

Technical Skills:

• Possess a basic understanding of iterative web and app development processes.
• Demonstrate proficiency in writing comprehensive briefs, proposals, reports, and project plans.
• Exhibit a strong grasp of usability and design principles for web and mobile platforms.
• Stay updated on digital trends and emerging innovations relevant to enhancing solutions.
• Have experience with project management tools such as Pivotal Tracker, Jira, Trello, Basecamp, or similar platforms.

Oversee the efficient execution of multiple projects and departments, ensuring seamless delivery while fostering strong client relationships and driving business growth through strategic client management and revenue expansion initiatives. My role involves leading and mentoring teams, refining processes, and effectively managing resources and risks to deliver projects on time, within budget, and exceeding client expectations, ultimately contributing to the overall success and profitability of the organization.

Management and Leadership:

• Lead and manage Project Managers, ensuring effective resource planning and efficient project execution.
• Mentor team members, setting a precedent for exemplary work ethic and ensuring best practices are followed.
• Drive efficiency within the Project Management team by identifying and implementing process improvements.
• Build respect and commitment among team members, providing coaching and training as needed.

Operational Management:

• Oversee multiple projects and departments, refining systems and processes to ensure efficient project delivery.
• Manage project documentation, monitoring progress, profitability, and risks to ensure projects are delivered on time and within budget.
• Define systems structures to support project scopes and variables, ensuring efficient project governance.
• Adapt to new procedures and systems, ensuring successful rollout and adherence.

Commercial Management:

• Manage schedules, scopes, resources, and risks proactively, meeting financial targets and minimizing erosion.
• Handle client delivery liaison, presenting project scopes, estimates, schedules, and risk mitigation plans.
• Monitor billing procedures, alerting senior management promptly to any changes affecting income.
• Present monthly financial analysis and reporting, contributing to business profitability.

Communication/Stakeholder Management:

• Act as the primary point of contact for project and resource management topics.
• Manage flow of team-wide communications on process and projects.
• Build and maintain strong relationships with clients, representing their business and managing expectations with senior management.
• Navigate conflicts with internal and external stakeholders effectively.

Client Service and Growth:

• Deep understanding of clients' businesses and markets, identifying opportunities for engagement.
• Lead and coach Client Service Management team in delivering quality client services.
• Increase revenue by growing client footprints across all channels, contributing to overall business profitability.
• Ensure smooth running of all accounts, building respect and loyal commitment among team members.

Reason for leaving: Head-hunted

Provide management support to the Regional Business Manager and oversee a full portfolio of clients, offering both strategic direction and tactical execution. Ensure optimal deployment of 360-degree communication, manage client relationships, and monitor business health while leading the conceptualization, implementation, and production of campaigns, activations, and events nationally, all while mentoring junior project managers and managing large-scale events.

• Management support to Regional Business Manager
• Manage full portfolio of clients - strategic and tactical direction.
• Ensure optimum deployment of 360-degree communication, facilitate problem solving, manage client relationships and monitor the health of the client’s business.
• Conceptualizing and implementation of campaigns
• Production, coordination and implementation of activations, events, marketing campaigns nationally
• Formulating of effective activation strategies
• Formulating and maintaining budgets for various campaigns
• Management of production team – up to 200 people at a time
• Compiling client and agency status and contact reports
• Sourcing reliable suppliers within budget
• Sourcing and procurement | Internal administration | Budget reconciliations
• Compiling of report back presentations for client at the end of a project or campaign
• Timeline management & production schedules
• Development and Mentoring of junior project managers
• Manage and produce large-scale events

Reason for leaving: Retrenched (Agency closed)

To effectively manage & implement the integrated marketing communication requirements of client, communicating proactively and driving cost efficiencies on the account. Overseeing the activities of dedicated

• Manage marketing projects and campaigns
• Develop communication campaign strategies with potential to incorporate PR, Social Media & Digital elements
• Ensure optimum deployment of 360-degree communication, facilitate problem solving, manage client relationships, deliver bottom line client profitability
• Develop marketing & communications campaigns
• Manage client’s budgets allocated to specific projects
• Focus on key deliverables through the existing and potential client base enabling profitability and the growth of the relationship with client
• Strategically deliver new and ongoing deliverables for client that would be implemented tactically or as part of their activity calendar
• Lead comms teams by providing goals, objectives, strategies and timelines
• Preparation of presentations
• Day to day project management on account and respective projects | status reports | action reports | contact reports | post campaign analysis reports
• Remaining accountable for all work from start to finish ensuring that follow-through and accountability is achieved and maintained at all times

Reason for leaving: Frequent travel became required which I could not facilitate with a young family

As a Senior Account Manager in the advertising industry spanning across print, radio, and media, I provided pivotal management support to the Business Unit Director and effectively oversaw the Sterns account, ensuring the delivery of key account plan objectives, building strong client relationships, and contributing to integrated communication strategy development. Despite unforeseen challenges, including retrenchment due to the account going in-house, I consistently managed financials, supervised creative development processes, and identified proactive opportunities, all while ensuring cost-effective service delivery and driving agency revenue.

• Management support to Business Unit Director
• Efficient management of the Sterns account single-handedly with the support of an Account Manager
• Deliver against key account plan deliverables, build and maintain effective working relationships
• Chair meetings and deliver presentations
• Contribute to integrated communication strategy development process – manage and implement strategy
• Supervise communication research process
• Manage creative development process | written and verbal brief to creative team | evaluate creative concepts
• Media planning: print publications | broadcast media | print
• Overall brand administration and communication – call reports | weekly status | post campaign anaylisys
• Ensure cost effective service delivery and therefore build agency revenue
• Identify proactive opportunities with future financial reward
• Manage financials |presentation of CE’s/budgets to client | billings |monthly financial reporting |annual financial forecasts

Reason for leaving: Retrenched (Sterns account went in-house)

As an Account Manager in TTL Advertising, I provide essential support to the Account Director, managing client expectations and ensuring agency actions align with agreements and budgets. I oversee day-to-day account management, collaborate with various departments to deliver projects on time and within budget, while also contributing to the professional growth of Account Executives and providing strategic input to clients, ultimately controlling budgets and ensuring successful project delivery.

• Work closely and provide support to the Account Director.
• Management of client's expectations and briefs
• Ensure Agency’s actions are in line with agreements, procedures and budgets, and reflect a unified and agreed point of view
• Day to day management on account and respective projects | status reports | action reports | contact reports
• Work with other departments to ascertain timetables, pursue estimate approval and follow the project through actual production and final presentation.
• Assist in the professional growth of the Account Executives.
• Manage media
• Present creative work to client
• Give strategic input
• Control budgets, CE’s and monthly billings

Reason for leaving: Agency closed

As a Senior Account Executive in Advertising, my role encompasses establishing and nurturing strong client relationships while effectively representing their interests to the agency. I manage all client communications, ensuring compliance with deliverables and revenue targets, while also playing a key role in developing and presenting advertising campaigns that meet client briefs and budgets, ultimately driving successful campaign outcomes.

• Establish, develop & maintain strong client relationships through regular close contact account management.
• Developing an understanding & insight into the clients business
• Communicating and representing the client's interests & requirements to the agency
• Provide regular communication between the client and agency. Providing strong agency representation and proper management of client expectations
• Responsible for all client communications and compliance on client deliverables and revenue
• Account management of new campaigns, projects and campaign renewals
• Ensure correct briefing to agency creative as to clients requirements
• Evaluate creative work against client brief
• Providing key facts & insights of consumers, market dynamics and competitors when necessary
• Ensuring necessary actions are undertaken by the agency account team
• Meeting and liaising with clients to discuss and identify advertising & communication requirements
• Working with agency creative to devise advertising campaigns that meet the client’s brief and budget
• Presenting & selling campaign ideas and budget to client
• Writing up client contact reports

Reason for leaving: Explore growth and career opportunities