Model Management

Job Description

Job Title: Client Relations Manager

Department: Global Operations Department

Reports To: Director of Global Operations

Job Overview:

The Client Relations Manager is a pivotal role responsible for building and maintaining strong relationships with our clients while comprehensively managing their full-service social media ecosystem.

This position takes a hands-on approach to address client needs promptly, delivering exceptional service and proactive communication.

The role coordinates between the Client, Sales Operations Team, Leads Team, other members of the client relations team, and the agency Strategic Team to ensure optimal performance, protection, and monetization of each model's digital presence.

Key Responsibilities:

1. Talent Relationship Management & Retention

Serves as the primary point of contact and strategic advisor for clients, building deep, trust-based relationships

Develop comprehensive, personalized management strategies for each model

Conduct regular proactive one-on-one consultations to align digital strategy with personal career goals

Provide holistic support addressing professional and personal brand development

Anticipate client needs and resolve concerns before they escalate

Implement regular check-ins to discuss performance metrics, addressing any concerns regarding branding, engagement, content, or monetization strategies

Create personalized retention plans for high-value talent

2. Department Leadership & Management

Build and develop the Client Relations department with Client Service Assistants reporting directly to this role

Set performance goals, conduct regular evaluations, and provide constructive feedback for the Client Relations team

Train Chat leaders on effective client communication techniques, ensuring quality interactions

Lead cross-departmental meetings to discuss client needs, performance metrics, and improvement strategies

Develop Client Service Assistants through mentoring, professional development, and leadership training

Create standardized processes for client communication and issue resolution across departments

3. Leadership Development & Client Communication Training

Conduct workshops on effective client communication, conflict resolution, and relationship management

Develop response templates and escalation procedures

Crosstrain team members to ensure continuous client support during staff transitions

4. Leads Team & Brand Oversight

Collaborate with the Leads Team to align content strategies with each model's personal brand

Ensure content meets agency standards and compliance requirements for various platforms

5. Fan Engagement & Content Sales Optimization

Collaborate closely with the training team to ensure the chat team effectively executes fan engagement strategies that drive conversions and generate revenue

Monitor and provide feedback on chat scripts, engagement tactics, and promotional messaging to increase content sales

Establish a weekly meeting between the chat and training teams to review script performance, discuss necessary updates, and address content requests related to scripting.

Implement proactive communication strategies to keep models informed about performance without requiring follow-up

6. Risk Management & Escalation Protocols

Develop comprehensive escalation protocols to quickly address client concerns before they intensify

Create a tiered response system based on issue severity, with clear ownership and resolution timelines

Implement regular check-in procedures to identify potential issues before they require escalation

Design communication templates for various escalation scenarios to ensure consistent messaging

Establish direct escalation paths to senior management for critical client situations

Train Client Service Managers and chat leaders on recognizing early warning signs of client dissatisfaction

Conduct post-escalation analysis to identify process improvements and prevent similar situations

Develop strategies to transform escalations into opportunities for strengthening client relationships

7. Performance Analysis & Reporting

Generate comprehensive weekly performance reports for each model

Proactively share insights and recommendations without requiring client follow-up

Identify trends and opportunities for revenue growth across platforms

Benchmark performance against industry standards and similar accounts

Present performance reviews in accessible, actionable formats

8. Onboarding & Offboarding Processes

Onboarding:

Guide new models through an enhanced onboarding process, ensuring they understand agency services and monetization strategies

Provide training on platform best practices, engagement strategies, and content planning

Create personalized 30/60/90 day plans for new talent

Assign dedicated Client Service Managers to support new models through their initial launch phase (future plans)

Regularly report on performance insights and suggest improvements to maximize success

Facilitate introductions to relevant team members across departments

Offboarding:

Develop a structured offboarding process that prioritizes maintaining positive relationships with departing models

Conduct thorough interviews to gather feedback and understand reasons for departure

Create a comprehensive communication plan to notify all relevant departments about model departures

Ensure proper transfer of account access, content ownership, and digital assets

Maintain post-departure communication channels for potential future collaborations

Implement a follow-up system to check in with former models after departure

Document lessons learned from each offboarding to improve retention strategies

Coordinate with finance to resolve any outstanding payment matters promptly

Success Measures:

The Client Relations Manager will be evaluated based on:

Model Satisfaction & Retention

High model retention rates and long-term partnerships

Positive feedback from models on agency support and service quality

Reduction in client follow-ups regarding page performance

Increased client referrals from existing talent

Team Performance & Development

Successful implementation of training programs for chat leaders and team members

Improvement in team communication metrics and client satisfaction scores

Effective management of the content team with measurable performance outcomes

Team member growth and advancement within the organization

Revenue & Content Sales Growth

Growth in chat-driven content sales through scripting and page games

Effective collaboration with the Training Team to increase conversion rates

Consistent performance improvements across all revenue streams

Successful implementation of new monetization strategies

Operational Efficiency & Team Coordination

Seamless communication and alignment between the Client Relations, Leads Team, and Chat Teams

Fast issue resolution, ensuring minimal disruption to operations and earnings

Development of standardized processes that improve workflow efficiency

Reduction in response time for client inquiries and concerns

Company Description

A minority own business founded in Central Missouri focused on providing best in class talent to best in class companies.

Expertise in Sales, Marketing, Operations and Engineering job functions. Market expertise in Medical, Pharmacuitical, Electrical (Medium Voltage and Low Voltage), Transportation, Industrial, and Renewable Energy. Multiple Fortune 100 client fills.

Full-time