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Head of Client Services
4 months ago
We are looking for the right person to join Onstate to lead our Marketing and Client Services operations.
Onstate is a leading ecommerce agency based in Leeds, England. We’ve been at the forefront of delivering innovative and effective ecommerce solutions since 2010.
We are one of a small number of Shopify Plus Partner Agencies in the UK. We’re recognised for our no-nonsense, practical and growth-focused approach to solving ecommerce problems for our clients.
Some of the companies we partner with are well-known brands like Mamas and Papas and Issey Miyake, as well as luxury fashion and jewellery brands like Crockett & Jones and Ronald Abram.
We are a friendly team based on the Calls in the heart of Leeds. We currently work a flexible hybrid model of working.
Everyone gets a tailored learning and development plan, as you would expect, and we’re keen to support people in their ongoing development. Some of the team have side hustles, and we’re supportive of these; we’re an ambitious bunch and love to see entrepreneurial spirit.
**The package**
- Salary: £60-70k depending on experience
- Holidays: 25 rising to 30 with extended service + your birthday off
- Tailored learning and development plan and access to ongoing qualifications and training
- Pension and healthcare
- Free parking
- A number of company events throughout the year
**The role**
The role is one where you will wear many hats. Equal parts strategic and hands-on initially, the longer-term goal is that this is primarily a strategic role, and you will grow and shape the team to meet our growth plans.
You can expect to be responsible for:
- The overall delivery of client strategy within their budget and achieving the agency’s profitability targets
- Building strong long-term relationships with the clients at the appropriate level, working via Account & Client management plans
- To gain a strong understanding of each client’s sector, to enable business opportunities and industry conversations to take place
- Reporting your clients' and teams' performance at monthly board meetings and external client reviews (financial + opportunity potential)
- Presentation of strategic plans, campaign proposals and tactical elements to clients
- Confidently delivering new business pitches along with the Directors and wider teams
- Driving high standards of customer service through your team and delivering client expectations
- Interpretation of a client’s strategy and brief to drive successful ecommerce proposals or strategic proposals
- Increasing retainer revenue as a share of agency revenue
- Growing client accounts by at least the agreed targets, Year on Year
- Nurturing, mentoring and growing a team of digital marketing and account specialists
- Working with your team to pitch, create and execute innovative growth campaigns via various channels
- Identify new channels, opportunities and ways of increasing client revenue whilst adding to the agency's financial growth
- Manage external partnerships and vendor relationships
- Contributing to research and thought leadership content
- Oversight and management of data platforms and approaches to the insights these unlock
- Ownership of customer journey analysis to drive improvements in items like purchase frequency, average order value and customer lifetime value
- Ownership of the site performance, conversion and returns on investment for all paid activity
- Assist your fellow management team with continuous process review and improvement
- Coordinate the creation of specifications, user guides and other appropriate documentation needed for your service lines
Ultimately, we look for the insatiably curious, the lifelong learners, and the get-it-done types that see blockers as simply opportunities to find creative solutions.
**About You**
The Head of Client Services & Digital Marketing at Onstate holds a pivotal role in the agency's future growth.
You will be responsible for the success and growth of the business's digital marketing and client services elements. This means marshalling our marketing resources and services to enact the growth of these service lines as a share of agency revenues. In addition, and no less important, you will also be responsible for the wider ownership, development and mutual growth of the agency/client relationship.
You are a strategic, commercially-minded, critical thinker that is growth and progress-focused. You can see the bigger picture and can identify opportunities for growing both the client’s business and the agency’s revenue potential.
You may be a client services professional with detailed knowledge of digital marketing or a marketer with an aptitude for managing relationships.
**Key Skills**
- Ability to present to Director level
- Ability to work as an integrated team member and drive results through others
- Strong negotiator and commercial justifier in all areas of marketing
- Strong commercial acumen
- Demonstrable hands-on multi-channel m
