I first met Emily Brown when she was a few months into her new role as head of client services at digital marketing agency Receptional.She ended up signing up for my one year Account Accelerator training and coaching programme.16 months later and the impact she has had on the agency has been profound and as Matt Loughlin, Receptional’s Commercial Director says “transformational”.
Matt Loughlin and Emily share the journey on episode 125 of the Creative Agency Account Manager podcast. We discuss:• Why the agency decided to hire a CSD (and why it didn't work out before)• Emily’s first 90 days in the role and how she identified and tackled priorities and established herself with the team• Key changes made to move to a more client-centric approach for the whole agency• The impact the CSD hire has made on the agency’s operations, team, clients and financial results 16 months later• The learnings from Matt and Emily of establishing this role in the agency• Their advice for any agency considering introducing a CSDHere are 5 ways Emily has impacted the agency's results. She has:* Ensured client service consistency across agency teams* Championed a more client-centric mindset* Enhanced client retention by encouraging greater team proactivity* Identified and closed account growth opportunities* Improved the client's experience by gathering, tracking and acting on feedback
