Client Service Director

Who We Are:

AND Digital are a tech company focused on accelerating digital delivery and dedicated to closing the digital skills gap. We’ve been helping organisations build better digital products and stronger digital teams since 2014.

We believe our work should always leave a legacy for the client. We do this through close relationships with our offices (or ‘Clubs’) so that our partners are always prioritised by a regional team close to them.

This unique model has driven success for our clients and ourselves, evidenced by our remarkable organic growth since 2014. Today we number more than 1,300 people with Clubs all over the UK and Europe with plans for global expansion in the next couple of years.

Join us - and help us fulfil our mission to close the world’s digital skills gap.

What you’ll bring to the table:

The Client Service Director is a strategic and commercially pivotal role, responsible for building, developing and growing long-term partnerships between AND Digital and its clients.

You will own and develop a portfolio of key client relationships, becoming a trusted strategic partner to senior business and technology leaders. Your focus will be on understanding our clients' organisations, ambitions and challenges, identifying opportunities to increase AND's impact and ensuring we continue to deliver meaningful value.

Combining exceptional relationship management with strong commercial acumen, you will be responsible for developing account strategies, driving revenue growth, expanding our presence within existing clients and ensuring our partnerships are both commercially successful and sustainable.

You will build relationships with senior stakeholders, including CIOs, CTOs, CDOs and CEOs, helping them navigate the opportunities presented by digital, technology and business transformation. You will challenge their thinking, bring new perspectives and connect their strategic ambitions with AND's capabilities and proposition.

Working closely with regional leadership, delivery teams and our ANDis, you will play a key role in strengthening our client portfolio, identifying opportunities for growth and ensuring AND becomes an indispensable long-term partner to the organisations we work with.

What you'll be responsible for:

Client Partnerships & Relationship Management

• Own and develop a portfolio of strategic client relationships, building trusted partnerships with key stakeholders at all levels of client organisations.
• Develop a deep understanding of each client's business, commercial priorities, organisational structure, challenges and strategic ambitions.
• Build strong relationships with senior decision-makers, including CIOs, CTOs, CDOs and CEOs, becoming a trusted advisor and strategic partner.
• Proactively engage clients to understand their evolving needs, challenge their thinking and identify ways AND can deliver greater value.
• Establish strong communication and engagement plans, ensuring clients feel connected, supported and confident in their relationship with AND.
• Act as the senior point of contact and trusted escalation for clients, resolving challenges and ensuring positive outcomes.
• Build long-term, sustainable and mutually beneficial partnerships that strengthen AND's position and increase our impact within client organisations.

Account Growth & Strategic Development

• Take ownership of account growth, developing and executing strategic account plans that identify opportunities to deepen relationships, expand AND's footprint and increase revenue.
• Proactively identify opportunities to introduce additional AND capabilities, services and expertise in response to client needs and business challenges.
• Understand the wider client organisation, identifying new stakeholders, departments and business areas where AND can add value.
• Shape and develop growth opportunities with clients, working collaboratively with internal teams to create compelling propositions and solutions.
• Lead account planning and growth conversations, ensuring there is a clear understanding of future opportunities, priorities and commercial objectives.
• Develop a strong understanding of the client's technology and transformation roadmap, ensuring AND is well positioned to support future initiatives.
• Identify opportunities to strengthen existing relationships and build new connections within current client organisations.

Commercial Management & Performance

• Take accountability for the commercial health and performance of your client portfolio, ensuring accounts remain profitable, sustainable and commercially successful.
• Maintain strong oversight of account revenue, forecasting, utilisation and commercial performance.
• Proactively identify and minimise revenue leakage, manage commercial risk and ensure contractual commitments are understood and met.
• Support the creation, negotiation and management of Statements of Work (SOWs), with a thorough understanding of contract terms, commercial obligations and risks.
• Balance client satisfaction and value with AND's commercial objectives, ensuring engagements deliver sustainable outcomes for both organisations.
• Work closely with delivery and finance teams to maintain accurate commercial reporting, identify risks and address performance challenges.
• Identify opportunities to improve the overall value and profitability of existing client relationships.

Client Delivery, Satisfaction & Commercial Assurance

• Work collaboratively with delivery leaders and teams to ensure clients receive an excellent experience and consistently recognise the value AND brings to their organisation.
• Build strong relationships with delivery teams, ensuring alignment between client expectations, engagement objectives and delivery outcomes.
• Take an active interest in the overall health of client engagements, proactively identifying opportunities to improve client satisfaction, strengthen relationships and drive positive NPS.
• Work alongside delivery teams to identify and address potential client challenges, resolving issues early and maintaining client confidence.
• Maintain oversight of commercial risks across client engagements, working with delivery and commercial teams to identify and mitigate risks, protect revenue and ensure sustainable account performance.
• Ensure client feedback is understood and acted upon, using insights to strengthen relationships, improve the client experience and identify opportunities for further growth.

Leadership & Collaboration

• Work as a key member of the regional leadership team, contributing to AND's wider commercial strategy and client growth ambitions.
• Collaborate across the business to bring together the right expertise, capabilities and people to maximise opportunities within existing accounts.
• Clearly communicate AND's mission, values and proposition, connecting our clients' ambitions with our ANDis' goals.
• Build strong internal relationships and foster a collaborative approach to developing and growing client partnerships.
• Provide clear direction and support to client-facing teams, helping them understand client objectives and the role they play in delivering successful partnerships.
• Work autonomously, demonstrating initiative and sound judgement while contributing positively to a dynamic, collaborative team environment.

Why join AND Digital?

We have three values: wonder, share, and delight. These values inform how we work with clients, and our culture: what it feels like to work for AND. We believe collaboration, ambition, curiosity and fun can drive innovation by creating a better environment for problem-solving.

By joining AND, we’ll provide:

• Opportunities to work on projects with big clients and the chance to produce meaningful work that makes a difference to people’s lives.
• A “Blended Working” model, meaning you will be able to work in a range of locations from; your home, in your clubhouse, on a client, as well as just a change of scenery.
• A dedicated career scrum team, designed to help you reach your career goals and develop the skills you need to be your best self.
• An annual budget for training and upskilling, including allocated days off so you don’t have to study in your own free time.
• Monthly and quarterly team socials - on us - ranging from after work drinks, to driving experience days with your fellow club members.
• A safe environment for you to be yourself and challenge yourself.

Benefits

• 25 days holiday allowance + bank holidays
• Flexible bank holidays
• Share scheme
• A £1000 flexifund to use on a personalised list of benefits such Gym membership, Cycle to Work Scheme, Health, dental and optical cash plan
• Private medical insurance
• 6% employer pension contribution, when you contribute 2%
• PLUS many more

For a full list of benefits - click here

Equal Opportunities Statement

At AND Digital we embrace diversity and are committed to equal opportunities. We are actively recruiting for a diverse and inclusive workforce so want to ensure we do everything we can to support your application.

We want you to feel safe and empowered to let us know if you require any adjustments to be made to your application or interview process so please speak to our recruitment team.