Director, Client Services

proSapient

  • London
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Every day, somewhere in the world, important decisions are made. Whether it is a private equity company deciding to invest millions into a business or a large corporation implementing a new strategic direction, these decisions impact employees, customers, and other stakeholders.Consulting and private equity firms come to proSapient when they need to discover knowledge to help them make great decisions and succeed in their goals. It is our mission to support them in their discovery of knowledge.We help our clients find industry experts who can provide their knowledge via interview or survey: we curate this knowledge in a market-leading software platform; and we help clients surface knowledge they already have through expansive knowledge management.The Director, Client Services plays a critical leadership role in shaping and scaling the strategic direction of the Client Services function across multiple teams within a Business Unit. With direct influence over Business Unit performance, this individual will collaborate closely with executive stakeholders to develop and execute initiatives that drive operational efficiency, commercial growth, and service excellence at scale.The Director is accountable for empowering and coaching senior leaders (Associate Directors and Managers), setting Company level standards for client engagement and revenue growth, and leading largescale, cross-functional initiatives that are central to proSapient’s long-term vision. This role requires a dynamic leader who thrives in complexity, inspires others, and models a culture of innovation, accountability, and continuous improvement.Key Responsibilities include:Strategic Leadership & Vision
  • Shape the strategic direction of the Client Services organisation by designing and executing initiatives that align with Company growth objectives.
  • Partner with the Executive Team to develop long-term Business Unit plans that improve operational scalability, client outcomes, and revenue performance.
  • Lead transformation efforts across Client Services, embedding systemic improvements, change management strategies, and sustainable frameworks.
  • Serve as a thought partner to senior cross-functional leaders, bringing a client-centric perspective to Company-wide decisions and innovation.
Leadership of Senior Managers & Business Units
  • Directly manage and mentor senior leaders (Associate Directors, Manager), building leadership capacity, succession plans, and scalable team structures.
  • Empower managers to lead high performing, engaged teams by providing strategic coaching on capacity planning, resource optimisation, and talent development.
  • Set clear OKRs and success metrics across Business Units, monitoring performance, diagnosing root causes of underperformance, and enabling course correction.
  • Ensure alignment of client-facing teams with long-term Company vision, acting as a multiplier for impact through cascading strategic goals and cultural norms.
Client Experience & Growth
  • Architect multi-departmental strategies that deepen client engagement and growth, leveraging innovation and client feedback to drive retention and revenue.
  • Own executive relationships with strategic client accounts, helping shape Company-wide client experience standards and success benchmarks.
  • Guide Associate Directors and Managers in identifying new growth opportunities through strategic commercial planning and deployment.
  • Lead high-impact client initiatives, including executive-level business reviews, commercial partnerships, and new solution rollouts.
Operational Excellence & Change Leadership
  • Design and deploy scalable delivery frameworks that enable operational consistency and high-quality execution across regional teams.
  • Lead enterprise-wide projects such as new market entry, incentive redesign, or technology rollouts that impact the full client lifecycle.
  • Oversee data-driven performance management, enabling Associate Directors to drive accountability and implement systemic improvements across their portfolios.
  • Navigate and lead through ambiguity, ensuring business continuity and engagement during times of organisational change or transformation.
Requirements
  • Senior leadership experience in a fast-paced, client-facing environment such as Expert Networks, Executive Search, or Recruitment Agency, with a strong understanding of service delivery at scale.
  • Proven track record of managing experienced managers (e.g., Associate Directors, Managers), and empowering them to lead high-performing, commercially-focused teams.
  • Demonstrated success driving operational efficiency, client experience, and revenue growth across multi-team or multi-region business units.
  • Deep commercial acumen, with the ability to apply strategic judgment to drive client value, optimise delivery, and scale complex operations.
  • Excellent client relationship management skills, with experience owning or influencing executive-level relationships and delivering strategic client initiatives.
  • Experience working with Private Equity clients or in a PE-backed environment is a strong plus.
  • Exceptional communication and influencing skills, with a leadership presence that inspires confidence at all levels of the organisation.
  • Demonstrated commitment to coaching, leadership development, and building inclusive, accountable team cultures.
Benefits
  • Tenure Gifts - Vouchers, extra holiday and sabbaticals for each year of employment.
  • Health insurance through Vitality
  • Enjoy the flexibility of working remotely for up to 20 days each year, allowing you to tailor your work environment to your needs and embrace a change of scenery.
  • Employee Assistance Programme - Access to a health and wellbeing service that offers personalised advice and support from specialist teams.
  • Enhanced Maternity & Paternity pay.
  • Annual Leave - 25 days + bank holidays which includes a week's closure over the Christmas period to fully reset.
  • MyMindPal app - Online support for mental fitness that helps people to stress less and enjoy life more
  • Corporate Events - From quarterly gatherings to our annual winter & Summer parties, we love to celebrate, collaborate and have fun together!
We are committed to building an inclusive workplace – did you know that marginalized groups are less likely to apply to jobs unless they meet every requirement listed? If you are interested in the above role, but don’t necessarily tick every box, we encourage you to apply anyway – this role could still be a great match! Take a look at our diversity statement

proSapient