This week on The Comms Spotlight series, we feature Chizoba Tabane, Communications Professional and Head of Client Service at Orchard on 25. She shares her experience navigating the delicate skill of managing client relationships, balancing what clients want with what the agency delivers, and ultimately turning client relationships into partnerships that last.
What inspired you to pursue a career in Communications?
I studied Politics, a field full of superfluous, often inaccessible language. What drew me to Communications was the challenge of taking complex ideas and translating them into something clear, relatable and easy to understand. I love that the discipline sits at the intersection of big ideas and concepts that comms professionals have to make tangible. Finding new ways to cut through the noise so that the right message lands with the right people, in a way that actually means something to them, never gets old.
What does your role as HOD: Client Service at Orchard on 25 involve daily?
My role is centred on managing client relationships beyond just the work we deliver. Day to day, that looks like a lot of calls, research, pitches and conversations about how we can optimise the relationship. A big part of my job is closing the gap between what the client wants and the output we produce, while also spotting where there is room for more growth, whether that is a new opportunity within their business, a stronger creative direction, or a smarter way of working together.
What do you believe is the most essential skill for a comms professional in a client-facing role?
Understanding your client’s ecosystem. The brief in front of you is only a fraction of their full responsibility. There are stakeholders, market pressures, internal politics and commercial realities that shape every decision they make. When you take the time to understand who they answer to and what success really looks like for them, you stop being a supplier and start being a partner that they can turn to. That is where trust is built and often where the best work comes from.
How do you navigate the pressure and expectations that come with managing multiple accounts?
Prioritisation. If everything is an emergency, something is wrong. Part of my job is bringing clarity about what genuinely needs to move first and why. Honest, transparent conversations save a lot of unnecessary stress, and when people understand the reasoning behind a decision, they are much more willing to move with you.
How do you stay inspired at work, especially during tough moments?
It ties back to understanding the client’s ecosystem. When you know why a client is being difficult, the situation stops feeling personal and starts feeling solvable. From there it becomes much easier to serve them, collaborate with the team and turn things around. Once we have aligned on what the real challenges are, the next steps become clear, and that clarity is what keeps me motivated.
If you could give yourself one piece of advice at the start of your career, what would it be?
Always stay curious. Nurture your relationships. Do not be afraid to say when you do not understand something, asking is how you grow. And where it matters, fight for your ideas.
