BIMA CSD Breakfast:What does good client services look like and how do we get there?

Posted by Anna Doyle

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Building on the success of the first BIMA CSD roundtable in April, this session will dig deeper into the client services function, addressing the challenges within a CS a team, evaluating how CS sits within the wider agency team and ensuring the client perceives the value of good CS. The CS function spans sales and revenue, project management, client relationships and delivery. Managing this and ensuring the performance, growth and well being of you team is no small feat.

Focusing on the importance of leadership required to manage a strong and successful CS team, issues addressed will include:

establishing a strong and balanced working culture in the team

how to support and develop a team working under pressure

balancing the needs of the client, the business and the project

delivering on revenue targets while avoiding team burn-out

providing leadership for the next generation.

About the Roundtable format:

If you are the head of your client services or account management team in the creative digital space please join us on Tuesday 29 August at 0830 for the latest breakfast in the CSD breakfast series for an off-the-record round table meeting held under Chatham House Rules.

The session will be opened by Jessica Mullen, Managing Director, Create Future, but the format is for everyone around the table to share their experiences, challenges and success stories.

How to be involved:

Numbers for the breakfast are strictly limited and will be allocated on a first come basis. In the first instance we will limit it to one place per company. Contact to register your interest.

Held under Chatham House Rules, the breakfast is free to BIMA members and is only for Client Service Directors and Heads of Account Management (or equivalent) in digital agencies.Non-members can attend but will be charged a ticket price of £30.


About Jessica:

Jessica has been in digital for over 16 years (yes, it’s hard to believe). With a client service heritage, she has successfully ran multi-million pound projects, accounts and agencies.

Jessica started her career as an e-learning content developer. Full of ambition. she quickly progressed to Production Director before making the transition to Account Director. Agency life beckoned. In 2008, Jessica joined the digital agency Realise where, as Client Services Director, she led the account and project management teams. During that time the agency grew from 40 to 120 and transformed from technical design-and-build to strategic full-service. In 2013, she joined the UX consultancy Nile. As Managing Director the business tripled in turnover (and profit!) in less than three years.

Last year Jessica decided she was ready to do it for herself, taking the brave move to start her own business. CreateFuture is a strategic, creative consultancy, working within ambitious brands to collaboratively improve marketing, services and capability through creative thinking. In less than a year, with a core team of six, CreateFuture is working with brands such as the BBC, Penguin Books and Expedia. Jessica was recently announced in the 2017 BIMA100.


Tue, 29 Aug 2017
07:30 - 09:30


15 Queen Street Edinburgh EH2 1JE,

15 Queen Street Edinburgh EH2 1JE



Anna Doyle

Employer Liaison Officer, University of Glasgow

A member of the BIMA Team since 2012, Anna‘s time is focused on the day-to-day operations of BIMA, building BIMA communities across regions and disciplines and, best of all, spending time with BIMA members to learn more about their business challenges and aspirations. Based in Glasgow, Anna is also responsible for delivering member services and support for BIMA Scotland. Everyday offers a new insight.

Previous experience includes 4 years in the BBC Arabic Service newsroom, heading up a pan-BBC World Service change management programme, and working in a diverse range of industries from financial derivatives trading, petroleum engineering and spring manufacturing.

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