Omnicom Media launches dedicated client success discipline across APAC

Omnicom Media has established a dedicated client success discipline across APAC, in a move designed to strengthen client leadership, connect capabilities across its agency network, and drive more consistent outcomes for clients.

The rollout follows the discipline’s integration into Omnicom Media’s global operating model, with dedicated leadership at global, regional and local levels. The new structure is intended to ensure clients benefit from the group’s full breadth of connected capabilities, while standardising delivery and strengthening strategic client partnerships across markets.

At the helm of the APAC discipline is chief client success officer Paul Hawkey (pictured top left), who will be responsible for building a connected client leadership community across the region, scaling best practices, and establishing global delivery standards for clients.

Hawkey brings more than three decades of experience across client management and business transformation within Omnicom Media.

Supporting him is a newly appointed regional leadership team spanning the group’s agency networks. The team includes Kris Biti (pictured bottom left), executive director, client success at OMD APAC; Susannah Llewellyn (pictured top right), executive director, client success at PHD APAC; Raveena Udasi (pictured centre), executive director, client success at UM APAC; and Madelin Farrington (pictured bottom right), executive director, client success at Initiative APAC.

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Together, the group will work with local market leadership teams to strengthen client experience standards and ensure consistent delivery across APAC.

Hawkey explained that the discipline is designed to improve consistency and trust across client relationships. “Client success is about ensuring we consistently deliver our best work, bringing together the right expertise from across our network,” he said. “This positions us to build deeper, future-ready client partnerships and drive stronger business outcomes.”

Omnicom Media shared with MARKETING-INTERACTIVE that the key objective behind the appointments is to accelerate client growth by strengthening relationships and ensuring consistent delivery quality across its agency networks.

The discipline also reflects a broader strategy to establish global standards for client management by identifying, packaging and scaling best-in-class capabilities across the organisation.

“Today’s clients expect more from their agency partners than ever before. They are looking for strategic advisors who can connect them with the right expertise and help unlock growth across media, technology, data and marketing," the group stated.

As client expectations evolve, Omnicom Media said the role of client leadership has become more critical, requiring teams that can both understand business challenges and connect clients to the right solutions across the network.

To support this, the company is investing in shared standards, capability development and access to best practices across its regional teams.

Meanwhile, for the group's agency teams, the move builds a more connected regional community and supports talent development, equipping people with skills and tools to deliver stronger, more consistent client outcomes.

At the APAC level, the client success discipline will bring together more than 180 client leaders across 13 markets into a structured community, supported by development programmes aimed at strengthening skills and delivery consistency.

At a market level, client leaders will be empowered to connect clients with the most relevant expertise, products and capabilities across Omnicom Media’s agencies, enabling more integrated solutions and deeper partnerships.

Omnicom Media APAC CEO Tony Harradine said the move comes at a time when clients are grappling with increasing complexity across media, technology, commerce and AI.

“The challenge facing clients today is about knowing how to connect the right capabilities to solve business problems,” he said. “Our role is to simplify complexity, strengthen partnerships and help clients unlock greater growth through a single, more connected leadership experience.”

This follows a series of recent regional leadership updates across Omnicom’s PR arm as well. Last week, Omnicom Public Relations announced a new APAC leadership team as the communications network looks to strengthen collaboration and integrated client support across its agency brands in the region.

According to a memo sighted by MARKETING-INTERACTIVE, the new structure is designed to enable more seamless client support across markets and agency brands, including Weber Shandwick, Golin and FleishmanHillard.

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