A Day In The Life Of Client Services: Inside Our Process

Explain Your Role As Client Service Director

“As the Client Service Director at Together Agency, my primary role is to lead the client service team, which includes Account Directors, Senior Account Managers, Account Managers, and Account Executives. I ensure that all projects are delivered on time, on brief, and within budget, managing the entire process from start to finish. My responsibilities also extend to new business opportunities and proposal development, where I lead or collaborate with the team.

Outside of my Client Services role, I also collaborate with Kyle, our Social Media Director, to help shape the overall strategic direction of our social efforts and ensure we maintain a cohesive and effective approach.

My day-to-day work varies depending on the clients and projects at that time. For some accounts, I am actively engaged in ideation and regular meetings, whereas for others I have a more periodic check-in as and when needed.

Occasionally I get the opportunity to get more involved in film and photography projects as an executive producer, which is always exciting! However, my main focus remains on guiding the client service team and ensuring project delivery. My main aim is to foster strong and collaborative relationships with clients so they treat our team as an extension of their own. The goal is to maintain mutual respect and seamless partnership to consistently strive for the best possible results”

How Does The General Process Of A New Project Work?

“When a new project begins, the process starts with Mandeep, our Strategic Account Director, who takes responsibility for picking up new business leads and involving the relevant team members at different stages. Depending on the scale and nature of the project, whether it’s a significant new campaign or a long-term retainer, anyone from the client service team might be brought into the process, including Account Directors, Senior Account Managers, or other team leads.

Once we receive the client brief, we assemble a dedicated task force tailored to the project. This team prepares the pitch or proposal, which involves gathering essential details and having a set number of weeks to develop a comprehensive response. Our responses are detailed, often requiring in-depth background research to align with the client’s objectives and audience. We craft a strategic outline that not only meets the brief but also visualises what the final creative execution might look like, covering concepts across various platforms such as OOH (Out-of-Home), digital and social media.

In this stage, we break down the project timelines and budget, detailing how resources will be allocated across different aspects of the brief. Whether it’s a pitch or a formal proposal, we present these insights to the client, along with a well-structured creative strategy, and wait for their feedback and approval before moving forward. We use this approach as it ensures we have a clear path to delivering impactful and effective results.”

Can You Tell Us More About Together’s Approach And How You Work With Clients?

“At Together, our process is a structured, multi-stage approach designed to ensure that every project is thorough, strategic and impactful. Here’s a breakdown of the five essential stages:

1. Discovery Stage

The process begins with the discovery stage, where we dive deep into understanding the brief. This includes identifying the objectives, researching the market and audience, and getting familiar with the category and brand. This foundational work sets the tone for all subsequent stages, ensuring that our approach aligns with the client's goals. This is where we can bring in our experts from across the business. For example, Paulina Lang, our Head of Behavioural Science, and Jo Reid, our Head of Brand Strategy. Depending on the brief and the client's requirements we can pull expertise from within the business to help dissect the brief and gain valuable perspectives from experts in different fields.

2. Planning Stage

Once we have a clear understanding from the discovery phase, we move into planning. This involves mapping out the project timelines, defining the process, and addressing any logistical requirements. For projects involving media such as TV ads, this stage can be highly detailed, considering aspects like filming schedules, approvals and other production needs.

3. Ideation Stage

The ideation stage is where the creative magic begins. Our team brainstorms potential ideas and conceptual routes for the campaign, presenting multiple options for client feedback. This collaborative phase often includes drafts of copy and creative visuals, allowing clients to see and shape the campaign’s direction.

4. Creation Stage

With the approved concept in hand, we transition to the creation stage. Here, we produce the creative outputs, whether it’s digital assets, social media content, OOH advertisements or other media formats. This is where all the planning and ideation take shape into tangible deliverables.

5. Delivery Stage

This is the exciting part where all our planning and ideas come to life and are out in the real world. We deliver the completed project to the client or their media partners, ensuring that all necessary approvals and sign-offs are in place. For clients in regulated industries, such as alcohol or food, we collaborate closely with compliance teams to meet strict guidelines and standards.

The process doesn’t end with delivery. We circle back to review what went well and what could be improved, documenting learnings to enhance future projects or making tweaks and changes to the current work as we learn more from it being ‘live’ in the real world. These core stages; discovery, planning, ideation, creation, and delivery, ensure that our work is always on brief and on objective, providing a structured yet flexible framework for success. Skipping any stage risks missing key insights or rushing through critical details, so we adhere to this comprehensive process to deliver high-quality results every time.”

Do You Have Any Clients You’d Like To Talk About As An Example?

“One standout client we’re proud to highlight is Global Brands, the owner of the iconic British drink, Hooch. Originally launched in 1995, Hooch became a beloved name in the UK before taking a brief break from the market. Now, as it approaches its 30th anniversary, our team has had the privilege of managing Hooch’s social channels for the past year, a partnership set to continue into 2025.

What makes our work with Hooch so rewarding is the seamless collaboration we’ve developed. The relationship is so tightly integrated that at times, it’s hard to distinguish where our team ends and theirs begins. This unity is reflected in the way we approach projects, ideation to delivery, is truly a group effort, with everyone pulling in the same direction. Such strong collaboration fuels our passion and results in standout campaigns.

By partnering with Hooch, we’re able to infuse creativity and boldness into the brand, providing them with innovative ideas and content that they may not have the bandwidth to develop internally. This partnership not only empowers them to focus on other strategic priorities but also allows us to push our creative boundaries, aligning perfectly with Hooch’s brand proposition of being “outrageously refreshing.” Their clear mandate for content that embodies this spirit constantly challenges us to be better and more inventive.

This close collaboration and mutual drive for excellence has made our relationship with Hooch a highly successful and enjoyable experience, proving that when client and agency come together seamlessly, the results are both impactful and memorable.”

Our tried-and-true approach ensures that every project we undertake is comprehensive, creative, and tailored to your goals. With a focus on collaboration and excellence, Together Agency is ready to take your brand to the next level. Fancy working with us? Get in touch today.