Head of Client Services

• Job Reference: PM1796
• Date Posted: 2 December 2025
• Recruiter: Print Match Ltd
• Website:
• Location: London
• Remote Working: Some remote working possible
• Salary: On Application
• Sector: Account manager
• Job Type: Permanent

We have an exciting opening for a energetic and experienced candidate to head up the Client Services department at this innovative London based Print and Direct Mail facility. You will have a client centric approach in this continually evolving, dynamic and fast-paced environment.

Strong leadership, vision, and oversight within client relationships and people management are key aspects of the role and form part of day-to-day responsibility.

Key Responsibilities:

• A working knowledge of the range of services provided by the business.
• Manage Account Managers and their assigned clients, ensuring that the company is presented as a value-added solution provider to all their clients.
• Oversee support tasks undertaken by the Account Managers, for example managing issues and invoicing.
• Ensure that all documentation is correctly completed on time and in a presentable manner.
• To ensure that all documentation meets compliance requirements and that all jobs have an estimate, time and sequence plan, brief, clear work instructions and matrices, approvals, proof of delivery/postage and invoices available.
• To ensure that all invoicing is completed within 48 hours of completion of a job.
• Participate in team meetings for production status and pre-production meetings for new projects if required.
• To ensure that account managers keep Clients informed of the progress of their job daily.
• To be fully aware of the Client portfolio allocated and to track performance on each account to include full awareness or turnover and trends.
• To escalate and manage any issues internally through to client resolution and satisfaction.
• To monitor overall client satisfaction through Customer Satisfaction Surveys and scheduled review meetings.
• To attend key client review meetings and support account managers in identifying improvements and new opportunities when required.
• Ensure that invoices are closed off correctly and on time, so that the WIP correctly reflects work in hand.
• Ensure all additional costs are captured
• Establish strengths and weaknesses within the team and recommend changes and training where applicable for the team to be more effective.
• Manage workload to ensure it is evenly spread across the team and monitor volume and value of work undertaken by each account manager.
• Provide issue resolution, recording responses onto client issue logs
• Ensure that Account Managers are utilising Shuttleworth to the benefit of internal process and to maximise efficiencies in their daily workflow.
• Responsible for department personnel including appraisals, training, holiday management
• To work with Sales to effectively manage the introduction and on-boarding of new contracts
• Responsible for monthly Client reporting
• To ensure management reporting is produced monthly to reflect department performance

What we are looking for:

• Client/Customer management at board and operational level
• In depth knowledge of Direct Mail and Transactional Mail applications and processes
• In depth knowledge and practical understanding of; data, lithographic printing and finishing, digital & laser
• Knowledge of campaign led marketing communications
• The ability to deal with ambiguity and to work well with all levels of Stakeholders
• Understanding of commercial issues surrounding jobs and the need for invoicing jobs within 48 hours of completion of work
• Ability to implement and enhance improvement processes
• Understanding of responsibilities in regard to compliance issues and safeguarding the company
• Be able to generate innovative and effective solutions and added value to both meet and exceed client requirements
• Excellent interpersonal and communication skills
• Team player, able and willing to assist other members of their team and to contribute towards common team objectives
• Excellent understanding of Management Information Systems, Shuttleworth, Microsoft, Outlook

If you've led and mentored a team and have a background within both print and direct mail, we'd love to hear from you