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Head of Client Services

4 months ago

London, UK, United Kingdom Reply Full time
Head of Client Services

About Threepipe Reply:
Threepipe Reply is an award-winning integrated brand performance agency of specialists, working across; media, creative, social, analytics, UX, data science, search marketing and PR. Threepipe offers a rigorous planning framework, proprietary and best in breed technology partners to help consumer and business to business brands make sense of the highly evolving market, media and competitor landscape.

Role Overview:
In this role, you will act as a trusted advisor to clients, leveraging strong business management skills to become a key senior point of contact internally and externally. Your responsibilities include ensuring client satisfaction, collaborating with the Head of Media Operations to optimise client resourcing, and identifying growth opportunities within both client accounts and the team. Adaptation of processes and structures to support growth and profitability is essential, with a keen eye on commercial considerations. This collaboration ensures that client needs are met effectively while maximising revenue generation opportunities. Your role extends beyond client-facing interactions to encompass internal coordination and leadership, driving cross-departmental collaboration to deliver integrated solutions that meet client objectives. Additionally, you will play a pivotal role in new business pitching, contributing strategic insights and coordinating the development of compelling presentations to showcase the agency's capabilities and secure new opportunities.

Responsibilities:
  • Lead and develop your Account Management Team, ensuring they are thriving both as individuals and as a team and in turn be able to deliver increased business productivity, incremental revenue streams, client loyalty and growth
  • Overseeing and ensuring adherence to financial processes within the department, including budget management, invoicing, and financial reporting, to ensure accuracy and compliance with client agreements and internal policies
  • Foster strong client relationships through regular communication, feedback sessions, and strategic guidance, positioning the agency as a trusted advisor
  • Identifying key opportunities for growth within existing clients and working with each specific client team to working on driving a consistent stream of existing revenue growth
  • You'll also need to be able to effectively manage a high-performing team of 4 Account Directors each and between 7-8 Account managers and step in to manage agency-client relationships
  • To manage your Account Directors across a range of tasks to further the scale, capabilities and quality of the Threepipe offering, including; client performance, client deliverables, training plans, technology and automation, new business (both preparation and attendance) and reporting
About the candidate:
  • A degree with a minimum of a 2:1 classification, ideally in a science, business or marketing vertical or part of an agency internship program
  • Have a minimum of 9+ years managing paid media accounts working towards client's goals on a DR or performance basis
  • Substantial experience of Performance Marketing Leadership across multiple channels (FB, Twitter, TikTok, Snapchat, Search, Display etc) is a must as well as experience running and optimising media campaigns - e.g PPC, Paid Social, Display
  • Ability to develop media strategies with brand experience, influence clients through both verbal and written communications and develop strong client relationships
  • Ability to independently research news stories, industry developments or opportunities and relay these to the wider business as we are looking for proactive entrepreneurial individual - able to grow accounts, win business and spot an opportunity for clients, our business and our team members
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law.

Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.