Mumbai: Omnicom Media has introduced a dedicated Client Success discipline across the Asia-Pacific region as part of a broader effort to strengthen client leadership, improve service consistency, and better integrate capabilities across its agency network.
The initiative aligns with the group’s global operating model and aims to create a more connected approach to client management across regional and local markets. Through the new structure, Omnicom Media seeks to help clients navigate increasing complexity across media, technology, commerce, data, and artificial intelligence while delivering more integrated business solutions.
Leading the new function is Paul Hawkey, who has been appointed Chief Client Success Officer for APAC. A long-time Omnicom Media executive with more than three decades of experience in client management and business transformation, Hawkey will oversee the development of a connected client leadership ecosystem across the region. His responsibilities include driving best practices, enhancing collaboration among markets, and implementing global delivery standards.
Supporting Hawkey is a regional leadership team drawn from Omnicom Media’s agency brands. The team includes Kris Biti as Executive Director, Client Success at OMD APAC; Susannah Llewellyn as Executive Director, Client Success at PHD APAC; Raveena Udasi as Executive Director, Client Success at UM APAC; and Madelin Farrington as Executive Director, Client Success at Initiative APAC.
The newly formed leadership group will collaborate closely with local market teams to elevate client experience standards and ensure more consistent execution across the region.
According to Omnicom Media APAC CEO Tony Harradine, the move responds to growing client demand for integrated expertise and simplified decision-making in an increasingly fragmented business environment.
“The challenge facing clients today is about knowing how to connect the right capabilities to solve business problems. Our role is to simplify complexity, strengthen partnerships and help clients unlock greater growth through a single, more connected leadership experience,” Harradine said.
The Client Success discipline will bring together more than 180 client leaders across 13 APAC markets under a structured regional framework. The community will be supported by capability-building initiatives and professional development programmes designed to improve delivery standards and strengthen client outcomes.
Omnicom Media said the objective is not only to strengthen relationships with existing clients but also to create a scalable model that allows best-in-class expertise and solutions to be shared more effectively across its global network.
Hawkey noted that the initiative is focused on ensuring clients consistently receive the strongest capabilities available within the organisation.
“Client success is about ensuring we consistently deliver our best work, bringing together the right expertise from across our network. This positions us to build deeper, future-ready client partnerships and drive stronger business outcomes,” he said.
At the market level, client leadership teams will be empowered to connect brands with the most relevant specialists, products, and services across Omnicom Media’s agencies, enabling more seamless collaboration and integrated solutions.
The rollout reflects a wider effort by Omnicom to enhance collaboration across its businesses. Recently, Omnicom Public Relations announced a revamped APAC leadership structure aimed at strengthening cross-agency coordination and improving client support across communications brands including Weber Shandwick, Golin, and FleishmanHillard.
