An interview with Emily, our Head of Client Services

Recently, we sat down with the newest member of our expanding team to ask about the art of client services. An effective communicator, natural leader and skilled strategist, Emily Dupuche has joined Thirst Creative as our first Head of Client Services.

We’ve selected a couple of Emily’s key insights to share with you:

How do you define your role as Head of Client Services?

First and foremost I’m here to ensure that my Account Service team is supported in their efforts to manage the needs of their clients through the agency. I’m here to guide and mentor and to help them troubleshoot. My years of marketing and comms experience will allow me to provide valuable input into surpassing our clients expectations in all of our deliverables and to guide meaningful conversations with them. I also have a responsibility around refining the operational aspects of the team and ensuring we are operating efficiently and effectively for both our clients, and our agency as a whole.

What personal skills, or talents do you need to be successful in your role?

Strong interpersonal and communication skills with multiple stakeholders and the ability to listen, absorb and problem solve. An understanding of the needs of small to medium businesses and the challenges they face is important as we pride ourselves on our strong client relationships and ensuring that we work collaboratively with our clients, ultimately making their lives easier.

What has been the most rewarding experience in your career?

My time as an entrepreneur and getting my own start up business off the ground, ultimately launching a range of FMCG food products onto the shelves of Aussie supermarkets nationally. It was a roller coaster journey full of highs and lows where I learnt so much about business management and honed my skills as a marketer, communicator and leader.

What is the most gratifying thing about working with clients?

Learning about their businesses and what makes them tick. I love to uncover the ‘purpose’ behind a brand, product or service and then helping to bring that to life for the business and their consumers.

What’s your work motto?

I'm all about balance and having a bit of fun. No one can deliver on their best when they are stressed or burnt out. I’m a mum of 3 kids and have run my own business whilst raising them so I know all too well how busy life can get, with competing priorities. I’ve learnt to work hard and fast, giving my professional life my all, and then to be able to switch off enjoy family time.

What are the current trends in the industry?

I think there are lots of trends out there and it’s about identifying which ones will work for a particular brand. But overall I think authenticity is the key to a successful brand strategy. Everything a business does should remain true to who they are. The use of storytelling is a very powerful way of connecting with customers and a great way to get a 2-way dialogue going. COVID-19 has changed so much about the way we operate as businesses and think as consumers, that remaining nimble and assessing more digital and e-commerce solutions is also an important strategy for businesses to consider.