Head of Client Services

2 weeks ago

Leeds, United Kingdom Ascensor Limited Full time

**out us**

We’re Ascensor, a fearless team of digital designers, developers and marketers based in Leeds. We’ve been creating award-winning digital experiences for more than 15 years and work with major brands, SMEs and startups to deliver growth, conversions and ROI for our clients.

We work on projects ranging from Ecommerce sites and apps through to digital transformation programs and marketing for multinational organisations. We offer hybrid working with a fun, creative office situated a mile from Leeds city centre, with free on-site parking. Fancy joining us?

Our work environment includes:

- Modern office setting
- Work-from-home days
- Growth opportunities
- Casual work attire
- Relaxed atmosphere
- Regular social events
- On-the-job training
- Company perks
- Flexible working hours
- Lively atmosphere
- Safe work environment
- International workforce
- 25 days holiday + bank holidays (FTE)
- Healthcare Scheme
- Company contributory pension
- Free parking
- Birthday day off (if it falls on a weekday)

**What we're looking for**:
We are seeking an experienced and dynamic Head of Client Services to join our team. You’ll be responsible for leading and managing our client services team to ensure the highest level of customer service, retention, and growth. The Head of Client Services will play a critical role in the agency's success by developing and executing strategies that enhance our client relationships, drive revenue growth, and optimize operational efficiency. Ascensor have recently onboarded various household name clients, it will be your responsibility to build and nurture these relationships.

**Responsibilities**:

- Lead, manage and grow a team of account managers.
- Drive and report on department productivity against agreed KPI’s.
- Develop and execute client retention and growth strategies to drive revenue growth and profitability through account planning.
- Develop and maintain strong relationships with key clients and stakeholders.
- Work closely with our Head of Marketing and Head of Delivery to ensure excellent communication and transparency across teams, for the good of our clients.
- Collaborate with cross-functional teams, including design, development, and marketing to ensure project delivery on-time, on-budget, and to the highest quality.
- Develop and implement operational processes that drive client satisfaction, team efficiency, and profitability.
- Analyse and report on key performance metrics to monitor client satisfaction, team productivity, and financial performance.
- Identify opportunities for adding value to existing clients.
- Conduct regular account reviews.
- Stay up-to-date with the latest trends and best practices in digital marketing, website design, app development, and software design.
- This is a leadership team role, you’ll provide strategic input to the board on client services performance.

**Requirements**:

- 5+ years of experience in client services and account management in a digital agency.
- Proven track record of driving revenue growth and client satisfaction.
- Excellent leadership, communication, and interpersonal skills.
- Strong analytical, problem-solving, and decision-making skills.
- Ability to multitask and manage multiple projects and priorities in a fast-paced environment.
- Strong understanding of digital marketing (paid and organic), website design, app development, and software design.
- Strong understanding of what conversion rate optimisation means in practice and how best to deliver incremental gains for our clients, through conversion.
- Experience managing a team of at least 5 people.

**Preferred qualifications**:

- Bachelor's degree in business administration, marketing, or related field. Master's degree preferred.
- Google Analytics certification

**Salary**: £40,000.00-£55,000.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Casual dress
- Company events
- Company pension
- Flexitime
- Free parking
- On-site parking
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Leeds: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Leeds

Reference ID: Head of Client Services

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