Senior Client Service Consultant

About the role

This role operates as a key client partner within WPP Media, supporting client success and media strategy for clients in Frankfurt. You will contribute to media planning while operating through the global media network focused on data-driven personalization. The position serves as a bridge between client needs and media execution, ensuring that strategic insights are translated into measurable outcomes. You will act as a trusted advisor, guiding clients through complex media landscapes with clarity and purpose. The role blends analytical rigor with consultative communication to foster long-term client relationships. Success in this position is defined by your ability to anticipate needs, resolve challenges proactively, and align media solutions with evolving business goals. You will continuously refine your expertise in media strategy to support sustainable growth and client retention over time.

Key facts

What you'll do

• Interpret complex media landscapes and transform insights from WPP Open Intelligence into actionable strategies that address specific client objectives under market constraints.
• Develop and shape comprehensive media plans using WPP Open, ensuring each plan reflects strategic client goals while identifying and capitalizing on emerging market opportunities.
• Coordinate cross-functional media campaigns from initial discovery through final delivery, monitoring progress to guarantee coherent execution and alignment with client expectations.
• Leverage data-driven insights and Open Intelligence to recommend solutions that support responsible, sustainable growth outcomes for clients across diverse sectors.
• Partner with internal stakeholders to translate technical media concepts into clear, persuasive narratives that resonate with both senior decision-makers and operational teams.
• Monitor client health metrics and usage signals to identify early signs of risk or opportunity, enabling timely interventions that reinforce long-term account stability.
• Facilitate structured onboarding experiences for new clients, ensuring they understand the media ecosystem, platform capabilities, and value drivers from day one.
• Act as a primary point of contact for client inquiries, resolving questions related to media planning, execution, and performance with consistent professionalism.
• Document client interactions, decisions, and feedback to maintain accurate records that inform future strategy and enable seamless collaboration across teams.
• Contribute to continuous improvement initiatives by sharing best practices, feedback, and learnings from client engagements to enhance the overall service offering.

Requirements

• Bring a minimum of several years of experience managing client relationships and consulting on media choices within a professional services or media environment.
• Demonstrate the ability to interpret market shifts, industry trends, and competitive dynamics, translating these findings into strategic actions using WPP Open tools.
• Hold a Bachelor's or Master's degree, with a strong academic background that supports advanced analytical and communication responsibilities.
• Show consistent success in navigating complex client scenarios while balancing multiple priorities, deadlines, and stakeholder expectations in a fast-paced setting.
• Exhibit a deep understanding of media planning principles, audience segmentation, and data interpretation to support evidence-based decision-making.
• Communicate clearly and persuasively in both written and verbal formats, ensuring messages are tailored to diverse audiences and objectives.
• Maintain a high level of professionalism and discretion when handling confidential client information and strategic media initiatives.
• Collaborate effectively within cross-functional teams, aligning individual contributions with broader organizational goals and service standards.

Nice to have

• Preferred experience in media services roles that integrate strategy, data analysis, and direct client interaction within global organizations.
• Familiarity with evolving media channels, measurement practices, and data literacy applications across digital and traditional environments.

Practical notes

The position is based in Frankfurt and travel may be required as part of client service.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

Media services roles commonly integrate strategy, data analysis, and direct client interaction. Professionals often work across multiple teams in global organizations to align media with broader business goals. Data literacy and strong presentation abilities support success in media planning environments. Continuous learning helps individuals adapt to evolving media channels and measurement practices. Clear communication builds trust and enables effective decision-making with clients and internal stakeholders.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.