Senior Client Services Manager

Location: Philippines

Market: Taiwan

Reports To

Team Structure: Senior member of the Client Services Management team, working cross-functionally to enhance campaign strategies and yield with a focus on the business’ growth expansion initiatives and plans for the Taiwan market.

This role will eventually require providing guidance, training, and mentoring to junior and mid-level team members in future plans, ensuring consistency, capability growth, and best-in-class delivery standards across the team dedicated to the Taiwan business and operations.

About Channel Factory

Channel Factory provides intelligent marketing solutions for the next generation of contextual safety, suitability, and performance for brands and agencies. Our platform helps marketers implement, automate, and scale their marketing programs across the world’s largest video library, YouTube, and emerging growth channels. We sit at the intersection of marketing and suitability and have a mission of enabling the world’s top brands to consciously connect with the right audience in the right context, maximizing suitability and contextual performance.

Channel Factory embodies a strong culture that values diversity, collaboration, and results. Our bias towards execution balances critical thinking, analysis, and pragmatic problem solving. We expect a lot from one another and value our thoughtful and intellectually curious company culture.

About The Role

The Senior Client Services Manager for Taiwam will play a crucial role in taking the business locally to further heights as the first operational hire. This position focuses on being an operational leader for the market, the clients, and the Sales Team, while also working closely with internal stakeholders to develop strategic and sound solutions that elevate local client campaigns and increase profitability.

You will be highly involved in refining our client solutions go-to-market offering for Taiwan, analyse client briefs, identify upselling and cross-selling opportunities, and work with Sales and internal teams to grow the market’s account base, ensure key account retention, and that current campaigns can boost both client satisfaction and overall revenue and profitability for the business.

You will also play a hands-on role in developing talent in time as the business looks to expand - training, mentoring, and overseeing junior and mid-level team members to uplift standards, consistency, and commercial impact across the function.

Key Responsibilities

Commercial Acumen with Operational Mindset & Focus

• Be a trusted joint strategic partner to local MD and Sales teams in key client meetings, pitches, etc in the market on a regular e.g., quarterly basis.
• Partner closely with regional CSM leaders and CSMs to enhance and streamline operational processes, client-facing collateral, that are tailored for the Taiwan market needs and nuances.
• Collaborate with Sales teams and cross-functional teams (Product, Data Solutions, etc) to build and maintain a feedback loop that bridges local client needs with the technology and solutions available globally.
  
  

Revenue-focused Mindset (*applies mainly to two commercial models - guaranteed outcomes, hybrid)

• Constantly evaluate ongoing campaigns to identify adjustments in ad formats, placements, and efficiencies that maximise revenue.
• Regularly assess client’s campaigns’ platform costs, negotiating or restructuring as needed to maximise efficiency and increase profitability.
• Partner closely with the local MD and Sales Team to ensure pricing and go-to-market initiatives and projects are revenue-oriented while maintaining an updated documentation of market pricing benchmarks, rate cards, rebates, and the like.
  
  

Client Communication

• Establish and maintain consistent levels of servicing to your clients while working to refine any needed areas of process improvements as needed for the local market.
• Present expanded campaign strategies and upsell opportunities clearly and persuasively, ensuring alignment with the client’s goals while enhancing revenue potential.
• Develop clear, persuasive communication materials that articulate upsell options, connecting the benefits directly to client goals.
• Address any concerns or objections to upselling, providing data-driven justifications for why additional investments can enhance outcomes.
  
  

Strategic Brief Responses (*applies to all commercial models - guaranteed outcomes, hybrid, self service)

• Conduct in-depth analysis of all client briefs to uncover underlying business goals and identify areas where Channel Factory can add further unique value.
• Work with clients’ briefs to identify areas for added value, developing enhanced proposals that go beyond their initial requests to maximise campaign impact Collaborate with internal teams to brainstorm creative, multi-platform and multi-format strategies that align with the client's objectives while increasing scope and impact.
• Develop customised proposals that showcase value-added opportunities, emphasising how additional services can enhance campaign results.
  
  

Campaign Upselling & Cross-Selling (*applies to all commercial models - guaranteed outcomes, hybrid, self service)

• Proactively suggest additional services, such as self service support differentiation, or complementary social media support or cross-platform strategies, to create a more comprehensive servicing and increase revenue.
• Create case studies and presentations, in collaboration with the local MD and Sales Team & CSM Lead, that highlight past successes in cross-platform campaigns, demonstrating the potential uplift in client outcomes.
• Ensure upselling aligns with client KPIs and broader business goals, positioning these options as essential to achieving desired results.
  
  

Performance Analysis & Reporting

• Collaborate with CSS, PS and Sales teams to review live campaign metrics, provide insights, refine targeting strategies and implement optimisations based on data.
• Oversee all campaigns’ PCA insights and actionable recommendations, working closely with the Sales and CSS team to ensure clear communication of results and opportunities for future growth to clients.
  
  

Team Leadership & Mentorship (*career path development)

• Train junior and mid-level team members on yield levers, pricing logic, brief interrogation, and proposal excellence.
• Mentor new hire individuals through regular coaching, feedback, and development plans; model best practices in client strategy, storytelling, and commercial thinking.
• Manage day-to-day allocations and quality control for their strategic outputs, set expectations and review deliverables to ensure consistency and accuracy.
• Uplift team capability via playbooks, templates, and short-form training modules, lead show-and-tell sessions to share wins and learning.
• Support onboarding with structured pathways covering tools, workflows, and standards.
  
  

Must have skills

• Commercial Acumen
• Revenue-focused Mindset
• Client Communication
• Strategic Brief
• Campaign Upselling & Cross-Selling
• Performance Analysis & Reporting
• Team Leadership & Mentorship