At a Glance
- Tasks: Lead global partner teams and ensure top-notch support for our partners.
- Company: Join Fever, the leading tech platform for culture and live entertainment.
- Benefits: Attractive salary, bonuses, stock options, and discounts on events.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact in a high-growth industry with a dynamic team.
- Qualifications: 10+ years in partner-facing roles and proven leadership experience.
The predicted salary is between 75600 - 92400 £ per year.
Hey there!
- We’re
- Fever
, the world’s leading tech platform for culture and live entertainment.
Our mission?
To democratize access to culture and entertainment.
With our proprietary cutting-edge technology and data-driven approach, we’re revolutionizing the way people engage with live entertainment.
Every month, our platform inspires over 300 million people in +55 countries (and counting) to discover unforgettable experiences while also empowering event creators with our data and technology, helping them scale, innovate, and enhance their events to reach new audiences.
Our results?
We’ve teamed up with major industry leaders like Netflix, F.
Barcelona, and Primavera Sound, presented international award-winning experiences, and are backed by several leading global investors!
Impressive, right?
To achieve our mission, we are looking for bar-raisers with a hands-on mindset who are eager to help shape the future of entertainment!
Ready to be part of the experience?
Now, let’s discuss this role and what you will do to help achieve Fever’s mission.
About the role
As Head of Client Services, you’ll lead our global partner-facing teams, making sure every partner on the platform gets the right level of support to grow with us.
Our relationship management teams are organised into tier-based pods, providing varied levels of service to our partners.
You’ll manage these teams and own the post-sales activities and processes, including retention, growth, operational support, and the quality of service they receive every day.
You’ll report to the Head of Partner Management and work closely with the Partner Management and Operational Support teams to align processes, tooling and ways of working across the group, while protecting what makes the partner experience special.
- What You’ll Do
- Lead, coach, and line-manage our partner-facing teams. Ensure the team is a high-performing, partner-obsessed Client Services function.
- Own partner retention and growth across the managed book, with clear targets for ticket sales, churn and partner health.
- Design and run our tiered service model – decide what level of service, support, and coverage each partner tier will receive.
- Ensure partner-facing and operational teams work as one, with clear ownership of each partner relationship, smooth handoffs, and collaboration across support teams.
- Use data to guide decisions – build reports and forecasts on partner performance, partner health, service levels and team KPIs, and present insights to internal leadership.
- Handle senior partner escalations and key negotiations, and act as executive sponsor for our largest partners.
- Work cross-functionally with Sales and Business Development, Product, Finance, Event Operations, Customer Support and Marketing to resolve partner issues and feed partner insight into our roadmap.
- Partner with internal teams to align processes, tooling (including Zendesk) and operating model across the group.
- Own team structure, capacity, and headcount planning within budget, and build clear career paths for your teams.
- Champion our story with partners and across the industry.
Who You Are
- 10+ years of experience in a partner-facing role.
- Extensive experience leading post-sales and partner-facing teams, e. g. Account Management, Customer Success and Partner Success.
- Demonstrated track record of managing managers within complex, globally distributed teams.
- A leader of leaders who builds trust and helps people grow.
- Data-driven, commercially minded, analytical and results-focused.
- A track record of driving partner retention and revenue growth across a large, tiered client portfolio.
- Confident presenting to senior stakeholders and negotiating with partners.
- Experience building service models, SLAs and KPIs, and running teams with data and CRM/helpdesk tools (e. g. Salesforce, Zendesk).
- A stellar communicator with a professional attitude.
- Happy to travel between our global offices.
- Bonus
- Experience operating within complex B2B environments, digital platforms, or multi-sided marketplaces.
- Experience in the ticketing industry.
- Fluency in one of the following languages: French, German, Italian, Portuguese, Spanish.
- Why you'll love it here
- Attractive compensation package consisting of base salary and the potential to earn a significant bonus for top performance.
- Stock options.
- Opportunity to have a real impact in a high-growth global category leader.
- 40% discount on all Fever events and experiences.
- Gympass membership.
- Responsibility from day one and professional and personal growth.
- Great work environment with a young, international team of talented people to work with!
Thank you for considering joining Fever. We cannot wait to learn more about you!
If you want to learn more about us
- Fever's Blog
- Tech. Eu
- | Tech Crunch
Fever is committed to creating an inclusive and diverse workspace where everyone's background and ideas count.
Our main goal is to find the best possible talent regardless of place of birth, racial or ethnic origin, gender, gender identity, religion, opinion, sexual orientation, disability, pregnancy, marital status, age or caring responsibilities.
We encourage everyone to apply!
If you require any kind of accommodation during the selection process please contact our Talent team so we can help you by providing a welcoming and seamless journey.
- If you want to know more about how Fever processes your personal data, click here
- Fever - Candidate Privacy Notice
Head of Client Services in London employer: Fever
Fever is an exceptional employer, offering a vibrant and innovative work culture at our global headquarters in Madrid. With a focus on professional growth, we provide attractive compensation packages, health benefits, and opportunities for personal development within a diverse team of talented individuals. Join us to make a real impact in the fast-paced world of entertainment while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fever. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Fever before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Fever:Your cover letter is your chance to shine! Tell us why you want to work at Fever specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Fever!
How to prepare for a job interview at Fever
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
