The **Head of Client Services & Traffic**leads the Iberia Client Services & Traffic team and acts as the senior point of contact for key clients, broadcasters & publishers and internal stakeholders. The role is responsible for securing high quality delivery across Spain and Portugal, managing and developing the team, and supporting the Managing & Sales Director by taking full ownership of day to day client service leadership and complex client situations.
This position is key to protecting revenue, driving retention and work closely with the Managing & Sales Director to maximize growth across the client portfolio and acts as a key interface with international clients and integral XR teams, ensuring smooth coordination across functions and markets.
**Key responsibilities**
- Lead, manage and develop the Client Services & Traffic team, providing coaching and feedback, and ensuring high engagement and performance.
- Own and oversee the onboarding process for new and existing clients and users, ensuring a consistent, high quality experience and smooth handover between departments.
- Act as senior escalation point for key clients, agencies and broadcasters & publishers, managing complex issues and ensuring they are resolved quickly and to mutually agreed timelines.
- Ensure daily delivery performance and SLAs are met across orders, traffic and general client enquiries, working closely with Operations, Quality Control and Billing.
- Build and maintain strong senior relationships with strategic clients and partners, acting as a trusted advisor and representing XR in key meetings when required.
- Partner with the Managing & Sales Director to support renewals, contract discussions and growth opportunities bringing a strong commercial mindset to client conversations.
- Monitor and report on team workload, service levels and client satisfaction, using data and client feedback to identify risks, opportunities and areas for improvement.
- Drive continuous improvement in processes, tools and ways of working within Client Services & Traffic, ensuring alignment with regional and global standards.
- Foster a culture of collaboration between Client Services &Traffic;, Technical Operations and Billing to secure an efficient end to end delivery process.
- Significant experience in client service and operations in media, advertising or a related industry.
- Proven track record leading teams in a fast paced, service driven environment.
- Strong client facing skills, able to build credibility with senior stakeholders at agencies, advertisers and broadcasters & publishers.
- Clear commercial acumen, comfortable supporting renewals, negotiations and identifying growth opportunities.
- Excellent communication, prioritisation and problem solving skills, with a hands on and proactive approach.
- High level of resilience and ability to manage multiple stakeholders and deadlines.
- Fluent in Spanish, Portuguese and professional level English.
Tipo de puesto: Jornada completa, Contrato indefinido
Beneficios:
- Seguro médico privado
- Ticket restaurante
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Educación:
- Licenciatura/Grado (Deseable)
Experiência:
- Gestión de equipos: 3 años (Obligatorio)
Idioma:
- Español, Inglés, Portugués (Obligatorio)
Ubicación del trabajo: Empleo presencial