Head of Client Services | Folkestone, Kent | £ Negotiable DOE | Full-Time

Job Description

NO RECRUITMENT AGENCIES PLEASE

ROLE: Head of Client Services

DEPARTMENT: Client Services and Delivery

LOCATION: Folkestone, Kent/Hybrid - The candidate will need to be based in the UK as they will be required to visit our office in Folkestone for training/team days/client meetings. This is a hybrid role with a minimum of three days a week in our office.

DURATION: Permanent, Full Time. Working Monday to Friday 9am-5:30pm (37.5 hours weekly).

SALARY: Negotiable depending on experience

Are you looking for your next career opportunity as a Department Head in the digital marketing industry? Sleeping Giant Media is a multi-award-winning digital marketing agency with clients across the UK and Europe. We’re looking for a Head of Client Services to join our team.

Why consider Sleeping Giant Media? To Awaken Potential... Yours, our Giants and our Clients That’s our mission.

And finally, would you love to be part of the team of Giants that achieves our Times Top 100 Employer status, an industry-leading Employee Net Promoter Score and our Net Zero Commitment?

We champion diversity and flexibility, and we value the unique contributions of every team member. If you’re passionate about fostering client relationships, leading teams, and embracing fresh challenges in digital marketing, we’d love to hear from you.

About The Role

THE ROLE

As the Head of Client Services at Sleeping Giant Media, you’ll lead the Client Services Delivery team with a vision for growth and client retention. Responsibilities include:

• Develop strategies to enhance client retention and growth, set performance targets, and collaborate with finance on contract renewals.

• Inspire, manage, and develop the Account Management team, ensuring professional growth and high-quality client service.

• Act as a key contact for high-value clients, oversee client feedback, and maintain best practices for exceptional client journeys.

• Lead initiatives to implement new processes or technologies that enhance client experience and operational efficiency.

• Utilise analytics to inform strategies, assess performance, and make evidence-based improvements to client service delivery.

• Oversee budgetary considerations and resource allocation to ensure optimal service while maintaining profitability.

• Report regularly to leadership, collaborate with the Growth Director, and uphold governance standards.

THE PERSON

• Is highly organised, able to manage multiple projects and dynamic priorities while meeting deadlines.

• Thrives in a collaborative environment but is equally comfortable working independently.

• Able to see the "big picture" and drive change while inspiring others toward a common goal.

• Embraces and thrives in a fast-paced, changing environment, showing resilience under pressure.

• Has a keen understanding of financial metrics that impact client accounts and can align strategies to drive profitability.

• Possesses strong problem-solving skills and a keen attention to detail.

• Passionate about staying updated with industry trends, digital marketing developments, and client service innovations.

• Skilled at interpreting client and market data to make informed recommendations and adjustments to strategies, demonstrating measurable impact.

• Communicates complex concepts clearly and effectively, both in writing and presentations.

• Is a team player with excellent presentation skills and the ability to contribute meaningfully in collaborative settings.

REQUIREMENTS

• Proven experience within digital marketing, including strategy development, client account management, client satisfaction and team leadership.

• Demonstrated success in leading and developing a team within a service-oriented business.

• Experience with client relationship management tools like HubSpot or Salesforce, ensuring streamlined operations and client engagement.

• Experience working in a digital marketing agency environment.

• Proficiency in tools like Google Analytics, Google Ads, and SEMrush.

• Strong knowledge of social media platforms and digital marketing techniques.

• A solid command of G Suite applications and Apple software.

TOGETHER

At Sleeping Giant Media, we are more than just a digital marketing agency, we are a purpose-driven community committed to excellence, innovation, and positive impact. Since 2008, we’ve grown by building meaningful relationships and nurturing the potential of our team members. Part of our success is through our values - we all have to wear CAPES. That is, we have to be a great Communicator, Accountable, Positive, Effective, and Self-Aware. 

• Communicator: We prioritise transparency and relationship-building in all our interactions.

• Accountable: We take ownership of our actions, knowing that trust is essential.

• Positive: We approach challenges with enthusiasm and a solution-oriented mindset.

• Effective: We innovate to deliver outstanding work efficiently.

• Self-Aware: We are committed to continuous learning and growth, both personally and professionally.

These values guide us in everything we do, from how we interact with clients to how we treat each other within the organisation. We aim to be more than just good, we aim to be GIANT.

The team is made up of people from different walks of life, who all share the common goal of exceeding expectations for their clients. They are responsible for designing unique and highly technical strategies for their clients to achieve higher levels of engagement and ROI through search engine optimisation and paid search. 

We are a dedicated bunch of people in multiple phases of growth. Some have years’ experience, some are starting out in their journey. They collaborate with the wider client team on our One Team approach, this ensures we are driving growth for all our clients; our strategy is always client first. The team all want to thrive in their environment, drive the business forward, and deliver an excellent service for their clients. 

GROWTH & DEVELOPMENT

At Sleeping Giant Media, we invest in our people. You’ll receive continuous development opportunities, including certifications, mentorship, and the chance to grow within our team. With regular personal development reviews and professional development opportunities, we help you achieve your career goals.

B CORP COMMITMENT

We are proud to be going through the B Corp certification process, which highlights our dedication to balancing profit with purpose. This certification will be a testament to our commitment to social responsibility, environmental sustainability, and positive community impact.

We strive to use our business as a force for good. Our operations are designed not just to be profitable but also to be sustainable, equitable, and beneficial to our community. We are dedicated to achieving Net Zero by 2038, hosting zero-waste events, and constantly improving our environmental impact. By making responsible choices, we aim to drive positive change and inspire others to do the same.

As part of our mission to promote social and environmental responsibility, all employees at Sleeping Giant Media are expected to:

• Practise sustainable work habits, including reducing waste and energy and supporting recycling programs.

• Participate in community outreach programs and charity events.

• Maintain transparency, fairness, and integrity in all business practices.

• Support diversity, equity, and inclusion initiatives within the workplace.

• Contribute to ongoing efforts to enhance our social and environmental performance.

BENEFITS

At Sleeping Giant Media, we believe in fostering a supportive and collaborative environment where you’re encouraged to take ownership and enjoy the autonomy in your role. Our benefits package is designed with you in mind, offering a healthcare cash plan for both you (and your children), covering things like dental and optical, as well as 24/7 access to doctors and counsellors. We understand the importance of flexibility, so we offer adaptable working arrangements alongside an Employee Assistance Programme (EAP) for additional support. Plus, our office is stocked with free drinks, snacks, and games to keep things fun.

We’re also big on continuous learning, so you’ll have plenty of opportunities for growth through training, conferences, and external development. We believe in working hard and celebrating success together, which is why we organise regular social events, whether it’s a fun day out or a casual evening with the team. You’ll also benefit from a pension scheme with a salary sacrifice option, 10 days of paid sick leave, and plenty of opportunities to get involved in charity initiatives. Once you’ve passed probation, you’ll unlock even more perks, like profit sharing and unlimited holiday. And, because we love to celebrate, we make sure you get your birthday off, and we throw fantastic Christmas and summer parties. All in all, we’ve created a space where you can grow, thrive, and truly enjoy the work you do.

EQUAL OPPORTUNITY STATEMENT

At Sleeping Giant Media, we believe in promoting equality and diversity in all aspects of our business. We are committed to providing equal opportunities to all employees and clients regardless of race, gender, ethnicity, age, religion, sexual orientation, or disability. We strive to create a welcoming and inclusive environment where everyone feels valued, respected, and empowered to awaken their full potential. We actively work to eradicate discrimination and bias from our practices and policies, and we continuously educate ourselves and our team members on the importance of diversity and inclusion in the workplace.

OTHER INFO

We welcome people from all walks of life, so if you need us to make any adjustments for you to be able to take part in our recruitment, just let us know. 

PLEASE NOTE: Our interview process will involve getting in touch with you over email - never WhatsApp. And we will never ask for any payment or payment information from you. If in doubt, just get in touch

NO RECRUITMENT AGENCIES PLEASE

Skills Needed

About The Company

We’re looking for driven, passionate, and knowledgeable individuals. If you’re just starting on your journey, you need to want to learn, to put in the effort, and to recognise opportunities. If you’re already on your career path, you need to be good at what you do, and want to help others in their journeys But above all, you’ll need to wear CAPES - That is, you have to be a great Communicator, Accountable, Positive, Effective, and Self-Aware. This world is all about growth, and you’ll be no different.

Company Culture

In a nutshell, Sleeping Giant Media is a unique collective of highly skilled and dedicated people who support one another to achieve fantastic heights of both professional and personal growth. We want our people to feel valued, empowered, confident (and competent), and above all - like a GiantBe a part of a team that, in the words of Nikki “doesn’t have a mean person among them - and I’ve been looking”, somewhere that "People and Culture" are not just words, but a living organism, and where you’ll be lambasted if you like egg sandwiches (Just ask Ben A).

Desired Criteria

Required Criteria

• Proven experience within digital marketing, including strategy development, client account management, client satisfaction and team leadership.
• Demonstrated success in leading and developing a team within a service-oriented business.
• Experience with client relationship management tools like HubSpot or Salesforce, ensuring streamlined operations and client engagement.
• Proficiency in tools like Google Analytics and Google Ads.
• Strong knowledge of social media platforms and digital marketing techniques.
• A solid command of G Suite applications and Apple software.
• Experience working in a digital marketing agency environment

Closing DateSunday 8th December, 2024

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