Lead, Client Solutions

• Location:  Dubai
• Reports to: Director of Client Solutions, EMEA, dotted line to Regional MD
• Team Structure: Senior leadership role responsible for client solutions excellence, strategic execution, and team development across the region.

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 Lead, Client Solutions (CSM Lead) is responsible for overseeing client solutions excellence, strategic execution, and team development across the region. This role requires a blend of leadership, strategic planning, and client management expertise to ensure high-quality execution of digital media campaigns while maintaining strong client relationships. 

As the primary escalation point for the region, the Lead CSM is responsible for developing client solutions strategies, managing high-value client accounts, optimizing processes, and mentoring a team to maintain a high standard of service. This role also plays a critical part in client retention, business growth, and regional expansion efforts in collaboration with internal teams, including Sales, Ad Operations, and Product Development.

This position is suited for a highly experienced Client Solutions professional with a proven track record of leadership, client strategy, and operational excellence.

Key Responsibilities

Strategic Leadership & Regional Growth

• Oversee the Client Solutions team’s performance and strategic initiatives for the region.
• Develop and execute growth strategies to expand and retain client business.
• Define and implement client communication frameworks and best practices to maintain high service standards.
• Lead the team’s engagement with key agency groups and enterprise-level clients, driving expansion efforts in new markets.

Team Leadership & Development

• Manage a team of 6+ Client Solutions Managers, ensuring development through coaching, mentorship, and structured training programs.
• Set clear objectives and career development plans for team members.
• Lead onboarding efforts for new hires, ensuring seamless integration into the team.
• Foster a high-performance team culture focused on collaboration, accountability, and continuous improvement.

Client Relationship Management & Account Growth

• Serve as the primary strategic contact for high-value clients and agency partners.
• Lead client retention, renewals, and incremental growth strategies across the region.
• Identify and proactively address challenges or escalations, ensuring a seamless client experience.
• Develop short-term and long-term account plans for key clients, aligning with overall business goals.
• Work closely with local sales, resellers and partners to expand the client portfolio in markets.

Campaign Strategy & Execution Oversight

• Act as the key escalation point for troubleshooting campaign-related challenges.
• Oversee campaign pacing and KPI performance, ensuring proactive optimization efforts.
• Provide strategic guidance on campaign targeting, positioning, and data-driven optimizations.
• Work alongside Sales and Ad Operations to improve campaign workflows and client outcomes.

Process Optimization & Reporting

• Implement scalable operational processes that enhance efficiency across the Client Solutions team.
• Regularly report regional progress, wins, and challenges to the Director of Client Solutions, EMEA & Regional MD
• Utilize Salesforce and internal reporting tools to track client health, renewals, and growth opportunities.
• Ensure the team remains at the forefront of industry trends and digital advertising innovations.

Required Skills & Qualifications

• 7+ years of experience in digital media, with at least 2+ years in a leadership or senior client-facing role within a digital advertising organization, ad tech start up and/or media agency
• Strong track record of managing and developing teams, with proven mentorship abilities.
• Extensive knowledge of YouTube and/or Social Media advertising, programmatic media, and digital video platforms.
• Highly proficient in campaign management, performance tracking, and data-driven optimization.
• Advanced analytical skills, with expertise in Excel, forecasting, and KPI analysis.
• Exceptional communication, negotiation, and relationship management skills.
• Experience with Salesforce or similar CRM and reporting platforms.
• Google Ads or YouTube certification is a plus.