Head of Client Services

We are looking to recruit a new Head of Client Services. This is a perfect opportunity, for an ambitious individual to join and lead a fast-paced client service team striving to be the best in the industry; we are a leading independent digital performance marketing agency, working across multiple sectors: automotive, fashion, retail, healthcare, and education.
We want someone with drive and a proactive approach to help take our service delivery to the next level.
As Head of Client Service, you will be leading the team to drive client growth through cutting edge digital strategies and exceptional service delivery. You will put the client at the forefront of your decisions whilst also having a commercial mindset - we have huge growth ambitions for the agency over the new 3 years which you’d be a key player in helping us to achieve
Working internationally on campaigns in over 20 countries, we employ a talented group of people with a passion for helping our clients grow sales using Paid Search, SEO, Social Media, PR, Content Marketing and Conversion Optimisation.
We’re a company of talented people, with an incredible passion for digital performance marketing. We know exactly how important service and results are to our partners (did we mention that we’ve just won 6th best Digital Agency in the UK for service). We are also one to watch in Best Companies.
We work with people that share our ambition for growth, to grow both people and brands.
**Main responsibilities of the Head of Client Service will include**:

- Account Management & Development - building and developing long-term relationships with our existing and target clients. Ability to grow existing client accounts through client-specific business development plans.
- Client Relationship Management - Ensuring client satisfaction hits and exceeds business targets. Driving and supporting Account Teams to maintain high level (exec team and above) client relationships, attending meetings where required. Keeping abreast of client strategy and priorities in order to act as advisor and mentor for Account teams.
- Strategic Client Support - Advising and supporting Account Teams to ensure projects delivered exceed client expectations. Service deliverables are aligned to business objectives with clear focus on driving performance.
- Business Development - Full responsibility for hitting business development targets with client portfolio. Actively seeking new connections within key clients and attending client functions/ events to network. Full visibility of client growth opportunities, and ensuring they are being accurately forecasted and updated.
- Strategy - Implementing business strategy and priorities within the Commercial team. Actively keeping abreast of current industry trends and competitor and client activity. Bringing to the board’s attention any new opportunities, ideas or suggestions that will aid in the progress towards the company vision.
- People Leadership - Line Management of a team of 6, with potential to grow. Strong leadership and performance management ensuring account teams perform at a high level. Supporting and enabling staff to develop through training and regular communication including probationary meetings, appraisals, and other performance related meetings.
- Effective Stakeholder Management - Both internally by building and maintaining strong relationships, reporting to Senior Management on core KPIs; and externally within our clients’ businesses by ensuring strong management, monitoring and growth of key relationships and contact changes.
- Communication - Engage with internal stakeholders to ensure the teams are aligned in the delivery and resolution of client queries, onboarding and delivering exceptional client service and results.
- Process Management - Ensure the delivery of operational processes to high standards of accuracy and quality. Implement and improve on processes to ensure a leading service is provided to clients.
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Skills: *
- **Strategic Thinker** - ability to rise above, read the market and anticipate change - supporting clients with business planning and goal setting, delivering high level reporting insights
- **Commercial - **Strong commercial ability to understand the economics of the client business and the agency, as well as financial acumen supporting effective delivery and understanding of reporting and forecasting
- **Relationships** - Outstanding interpersonal skills, including experience of networking and evidencing strong relationship building ability - excellent presenter and confident at communicating at a senior level (Exec/board) including facilitation
- **Leadership** - Leads by example, establishes trust and respect. Ability to develop and manage high performance teams. Confident driver of change through teams and strong organisational skills and attention to detail. Ability to adapt in the moment and responsive to change.
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Requirements: *
- Agency experience, from a network or large indep