Head of Client Services

7 months ago

Manchester, United Kingdom PHMG Careers Full time

**Role**:Head of Client Services (Australian Market) - 12-month Maternity Cover
**Location**: Old Trafford, M16 0PQ
**Hours**:9.30pm - 6.30am (4 nights per week)
**Package**:up to £45,000 basic (£70,000 - £80,000 OTE)

As the Head of Client Services, you play a pivotal role in steering the performance and success of your market. A true leader, you navigate your team through strategic decisions, client interactions, and overall departmental direction with confidence and professionalism. Your macro-level perspective enables you to foresee the impact of external factors on your market, allowing you to adapt and lead effectively.
At the heart of the role is the management of a team of 14 Account Managers and Client Support Managers, each responsible for the day-to-day management of 300-400 client accounts. These accounts are made up of long-standing clients and new clients sent their way by our expert sales teams. Through seamless cross-functional working with our creative and engineering departments, they deliver top-quality productions whilst consulting on their clients' needs.

**Key Responsibilities**:

- **Strategic Leadership**: Make informed decisions about your team, clients, and strategic direction, setting a strong example as a visible role model for Client Services.
- **Adaptability**: Demonstrate flexibility in adapting plans as circumstances change, presenting with a motivational style that keeps the team engaged and motivated.
- **Outcome Focus**: Stay calm and focused on achieving objectives, delivering high-quality results, and overcoming obstacles. Analyse and adjust quickly in the face of challenges.
- **Effective Communication**: Clearly explain the 'why' behind any change, providing a vision of improvement and personal benefits for your team.
- **Data Proficiency**: Identify patterns in data, translating key performance indicators (KPIs) and metrics into a clear and simple 'data story.' Ask non-obvious questions to address underlying issues and mitigate risks.
- **Team Culture**: Emphasize team culture, showcasing PHMG values such as passion, hard work, continuous improvement, and investment in skills and personal development.

**Strategic Objectives and Responsibilities**
- **Visionary Leadership**: Act as the voice of Client Services for your region, equally comfortable with long-term strategy and hands-on client service. Create plans for future success and intervene when necessary for improvement.
- **Team Alignment**: Ensure the team align with your vision, acting on your behalf with a detailed understanding of your goals.
- **Market Knowledge**: Collaborate closely with Business Development Managers and Heads of Sales, sharing market knowledge and fostering mutual respect in line with PHMG's growth plans.
- **Data-Driven Decision-Making**: Report monthly on the health of your regional client base, making informed decisions based on data and insight.
- **Accountability**: Hold yourself accountable for role-modelling expected behaviours and values, leading with trust and integrity.
- **Excellence Everywhere**: Treat every account as a key account, demanding excellence in every aspect.

**Measures of success**:

- **Region Health Score**:Evaluate the overall health and performance of the region.
- **Region Churn Below Forecast**:Ensure client retention is in line with or exceeds forecasts.
- **Region Growth**:Drive sustainable growth within the region.

**What you'll get in return**:

- Free PureGym membership after 3-months served
- Cycle to work scheme
- 23 days annual leave plus bank holidays, increasing with length of service
- Additional half day off for birthday
- Enhanced maternity, paternity and adoption leave
- Two volunteer days per year for a charity of your choice
- Smart pension scheme
- Life insurance and critical illness cover
- All expenses paid company events in sought after venues
- Free fruit & breakfast
- Company sports teams
- On-site barber and beautician
- Car valet service
- Career development directly linked to your performance
- Fundraising initiatives for our registered charity - the PHMG Foundation
- Dedicated Employee Assistance Programme

**About PHMG**:
Established in 1998, PHMG has grown from a renowned Manchester-based business to the world's leading audio branding agency - working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track - strengthening their business identity in the most memorable, emotive way.

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