Digital Client Services Manager (12 Months Fixed Term Contract)

Digital Client Services Manager (12 Months Fixed Term Contract) Job Summary

The Disney Advertising portfolio covers world leading brands within The Walt Disney Company's entertainment segment and related film, television, and streaming businesses. This includes family favorites Disney, Pixar, Marvel, Lucasfilm, general entertainment networks ABC, Star, FX, sports leader ESPN, iconic factual brand National Geographic, and our flagship streaming product, Disney+.

Within Disney Advertising EMEA, Business Operations serves as the core sales support group, ensuring strategic alignment and operational efficiency. Key functions include media planning & campaign management (Client Services), ad tech & vendor oversight (Automated Operations), and forecasting & reporting (Revenue & Yield Management). These teams define policies, build processes, enable capabilities, and manage daily workflows that support Sales success.

The Client Services Manager is an important member of the London-based EMEA ad sales and operations organization. We are seeking a candidate that can add their extensive knowledge and acumen in media planning, campaign management, ad operations, and leadership to a client services group supporting an experienced and diverse set of multi platform salespeople.

Designed to maximize revenue, drive operational efficiency, and provide top tier sales and partner support, the Client Services team plays a vital role in reaching our targets and maintaining high standards in relationships with advertisers and agencies. The successful candidate will lead a group of Account Managers that plan and execute the operational aspects of the advertising campaigns we sell. This includes pre sale guidance and media planning, campaign set up, analysis, optimisation, reporting, and invoicing, covering all forms of advertising activity across our digital properties. There will be a specific focus on video advertising within our flagship product, Disney+, as well as additional digital assets: websites, apps, and social platforms.

The team leader will ensure our Account Managers provide excellent support, deliver successful campaigns, and help clients unlock the full potential of our brands and products. They will foster an inclusive, positive, high performing culture, requiring strong personal accountability, prioritisation, organisational skills, stakeholder management, and strategic thinking. They will work with Sales leads to manage campaign pipelines, extract maximum yield from inventory, and develop revenue generating initiatives and opportunities.

The candidate will have a strong understanding of the digital media landscape, with specific expertise in video, programmatic, and CTV advertising. They will have team management experience and a track record of campaign planning and execution for a wide variety of clients. They will be able to balance detailed tasks with higher level strategic planning and have an intrinsic desire to exceed client expectations and continuously push for innovation and efficiency.

Position Details

Location: London, United Kingdom - office based in Hammersmith, 4 days a week with option to work from home on Monday or Friday.

What You Will Do

• Lead a team of Account Managers through all phases of the campaign lifecycle, from planning to invoicing.
• Deliver successful media plans that maximise revenue, meet client objectives, and spur repeat business.
• Develop a high performing team that takes pride in quality work while prioritising inclusion, personal development, positivity, and work/life balance.
• Assign team workload and assist in campaign management as needed.
• Perform all tasks related to campaign management: inventory forecasting, media plan creation, order entry, trafficking, optimisation, reporting, and invoicing.
• Ensure Account Managers are fully trained on campaign execution and able to answer related questions.
• Act as main point of contact for escalations on complex challenges or requests regarding inventory, ad products, or campaigns.
• Assist Sales, Finance, and Accounting in revenue tracking.
• Troubleshoot and resolve ad delivery, ad quality, and technical issues, liaising with global Ad Platforms support.
• Test potential ad tech vendor integrations and provide input on contract negotiations.
• Ideate, implement, review and evolve operational processes that drive quality and efficiency.
• Analyse usage and performance of digital inventory to develop strategies and products that maximise revenue yield.
• Work with other Client Services team managers to implement solutions benefiting the wider organisation.
• Manage, mentor and develop talent, including training new hires.
• Create and update internal documentation to explain processes and best practices.
• Collaborate with global teams and act as a regional centre of excellence for other EMEA offices.
• Maintain a strong understanding of TWDC's ad tech stack and strategy, and follow industry developments.
• Assist management and senior leadership on ad hoc assignments.

Required Qualifications & Skills

• Graduate level education or equivalent experience.
• 5+ years of overall experience in the advertising sector, either publisher/agency or ad tech side.
• Team management experience.
• Expertise in defining and evolving processes.
• Highly competent in forecasting, planning, trafficking and managing ad campaigns for display and video across websites, apps, social platforms, and connected TV environments.
• Demonstrated ability to activate campaigns, produce accurate and relevant insights and optimise performance.
• Strong understanding of programmatic advertising and the technologies that power it, including key vendors.
• Familiarity with general data protection and privacy requirements related to digital advertising.
• Able to represent the company in external meetings and events.
• Media or entertainment brand experience is beneficial, as is familiarity with processes and policies of a multinational corporation.

Soft Skills

• Highly motivated and driven problem solver.
• Great attention to detail, organisational skills and ability to prioritise multiple projects.
• Analytical mindset, capable of reviewing, assessing and strategising based on results.
• Ability to step back and consider macro level solutions while solving immediate challenges.
• Natural team leader and teacher, fostering a positive inclusive culture.
• Motivated to lead by example and hold others accountable to high standards.
• Comfortable working independently or collaboratively with reports, peers and senior executives.
• Revenue mindset, balanced with focus on people and guest experience.
• Confident communicator with good presentation skills, able to speak on behalf of the team.
• Excited to work in a global organisation with stakeholders across the world.
• Capable of maintaining relationships with publishers, broadcasters, agencies, advertisers and tech vendors.
• In depth understanding of digital media and advertising industry, especially video within EMEA.
• IT savvy across core business applications and remote working tools (Outlook, Excel, PowerPoint, Slack, Zoom).

Perks

• 25 days annual leave.
• Private medical insurance and dental care.
• Access to Disney parks with family and friends.
• Discounts on designated Disney products and resort & ticketing.
• Excellent parental and guardian leave.
• Employee Resource Groups: Women at Disney, Mosaic, PRIDE, ENABLED, and Mental Health & Wellbeing Group.

Equal Opportunity

The Walt Disney Company is an equal opportunity employer. We strive to be a diverse workforce that is representative of our audiences, where all can thrive and belong. We are committed to offering reasonable accommodation for individuals with disabilities throughout the hiring process.