Head of Client Services EMEA & US (Mat. Cover)

(Maternity Leave Cover – 9-month FTC with potential for extension)

Hybrid role, with 2 days a week in the office.

About Greenpark

Greenpark is a global, award-winning digital agency specialising in omnichannel search and social.

Our raison d’etre is to create amazing content that people and algorithms love.

How?

Through data-led and performance-driven search and social content to help brands create meaningful connections that impact people's lives.

Our unique expertise in Omnichannel Search & Insights, Creative Content and Performance Tech are delivered to our clients via an ad agency and in-house models.

We do this for a global client portfolio including Unilever, Campari Group, AIA, Sanofi, Nestle, Lipton, Kimberley Clark, Straumann, Ricola, Globe Telecom, and more.

Want the real inside scoop? Our Playbook gives you a peek into how we work, collaborate, and get things done at Greenpark. Check it out here

Our Values

As a company, we strive and act together in our ambition to make a positive impact for the people and brands we serve, we do everything with kindness and respect at the core. ‘We Strive’’, ‘Acting Together’, ‘With Kindness’ are the values that guide us.

About Client Services at Greenpark

We are different to a lot of traditional network agencies.

We are independent, and growing – there is more of a commercial mindset needed in Client Services here than some agencies where the role may be more solely focused on just delivering great work and great relationships with clients.

Good Client Service and account management at Greenpark is still about being the drivers and lifeblood of how we run our Client work and join the dots on workstreams to deliver the best work, that performs well, makes our Clients happy and maintains and builds on strong commercial principles.

We aren't perfect and we'll make mistakes – but we'll learn from them, work together and always find a way to drive things forward.

In Client Service here we are

• Hands up and hands in – offering support and diving in to fix things
• Radiators not drains - we bring energy and clarity, not noise and confusion
• Action and solution-oriented
• Drivers not passengers
• Meticulous checkers and on the detail
• Sponges of information
• Over-deliverers (balancing that with under-selling in appropriate measures)
• Open to give our point of view and opinion
• Kind, not nice: we give constructive feedback to improve others, and take the same constructive feedback to improve ourselves and the environment we work in
• Thick-skinned and warm-hearted team

About the role

As the Head of Client Services, you will have an important role in providing leadership and support to the EMEA & US team.

You will be required to immerse yourself in the digital media world, learning quickly and honing your skills and knowledge of the industry.

Your role will be crucial in assisting the Client Services team, providing support in all things account management, managing Clients and collaborating with other departments to drive the success of the agency.

Some of what you will cover includes

• ensuring that our clients receive truly outstanding levels of service from the first meeting through to final delivery, creating successful projects that make THEM look good;
• maximising opportunities for growth of our client accounts through the development of strong and productive relationships with key stakeholders and pushing upsell opportunties;
• ensuring the personal and professional development of Client Services team so they might grow in their careers and better serve our clients
• assisting with the smooth operations of the EMEA & US team, assisting across multiple operational functions as necessary
• Supporting on new business opportunities where required and helping transition any conversion into operational Client workstreams
• developing, designing and implementing best practice processes across Greenpark accounts
• Formulation, ownership and delivery of client services strategies in liaison with the Managing Director (EMEA & US), CEO and the EMEA & US Management team
• Active participation in Weekly Management Meetings, Monthly External (EMM) / Internal (IMM) management meetings as scheduled, advising on Client Services and related matters
• Reporting and Communication Structure
• This role reports to and advises the Managing Director (EMEA & US) on all client business and operational matters.
• What you’ll do
• Client Services
• Oversee the development and growth of client accounts, owning the senior client relationships and ensuring the highest levels of service;
• Develop and maintain strong and productive relationships with senior level client stakeholders on EMEA & US projects;
• Be the main point of contact for senior-level conversations on these projects, and as required, attend/lead key meetings with Client Leads, Group Partners & other department leads as appropriate;
• Own the client reporting process ensuring a smooth flow of information to and from clients;
• Liaise with all delivery and business development teams and manage client expectations;
• Work with your Client Leads to create yearly and half-yearly account development plans for sign off by senior management;
• Be heavily involved in driving the development of client projects;
• Continuously review and seek improvements in processes and internal and external reporting, process and policy.
• Act as the voice of the CS team in management meetings, representing their work, challenges and commercial contribution in agency-wide decisions;
• Protect the wellbeing of the CS team and advocate for them on internal matters, supporting a culture that is high-performing and sustainable;
• Support the CS team in identifying and converting growth and upsell opportunities across existing accounts;
• Collaborate with CS AI champions and the agency AI Lead to drive efficiency, adoption and upskilling across the CS team;
• Work alongside the Head of Delivery to strengthen the relationship between the CS and Project Management teams, elevating collaboration and joint accountability;
• Stay up to date with developments in client industries and the broader digital landscape, bringing informed perspective to client conversations and internal strategy;
• Support the marketing team with client updates, industry POVs and agency award submissions where relevant.
• Finance & Operations
• Report to senior management on overall client and project profitability, reviewing and collating reports from the Client Services and Delivery teams.
• Collaborate closely with the Head of Finance, Head of Ops and Head of Delivery to maintain visibility of resource, profitability and project performance across all accounts;
• Review all SOWs, cost estimates and contracts prior to client submission, ensuring accuracy, profitability and watertight scoping to protect the agency from overburn or client risk;
• Review all new business and pitch cost proposals to ensure consistency and accuracy before handover to the Client Services team post-sale.
• Employees, Resource and Talent Management
• Line manage members of the Client Services Team;
• Work in collaboration with Managing Director (EMEA & US) and New Business Manager on new business, and delivery teams on project delivery matters;
• Assist with agency resourcing by interviewing for new roles across departments as required;
• Review and recommend to the Remuneration Committee remuneration and bonus grading of Client Services Team;
• Work with the People and Finance teams to manage the CS training budget, identify skills gaps and ensure the team has access to the development support they need to grow and perform;
• Collaborate with Heads of Department across the agency to drive cross-functional best practice, ensuring profitability and consistent delivery standards.
• Performance, Personal Development and Success Measures

Your performance will be reviewed by the Managing Director (EMEA & US) against the following measures:

• Performance and growth of client accounts;
• Commercial performance of accounts, including profitability and upsell/growth;
• Quality and consistency of scoping, SOWs and cost estimates across the team;
• Championing AI adoption and efficiency improvements within the CS function;
• Working effectively with the EMEA Management team and Group Partners;
• Adherence to agreed Client Services strategies;
• Team performance, motivation and morale;
• Relationships with other departments;
• Being a team player;
• Being an effective coach/leader;
• Demonstrating Greenpark's core values; We Strive, Acting Together, With Kindness — in how you lead, collaborate and represent the agency:

You live & breathe Greenpark's core value of We Strive, Acting Together With Kindness.

Championing openness, respect, innovation, and teamwork—so that every interaction, both internally and externally, reflects our commitment to our values.

• How we’ll support you
• 25 days of holidays per year + UK bank holidays and your birthday off.
• Christmas Closure - (extra days on top of your holiday allowance)
• A monthly entertainment subscription paid by the company (e. g. Amazon Prime, Netflix, Spotify, etc)
• Private pension and private healthcare insurance.
• Access to VDU Eye Tests and Employee Assistance Programme (EAP).
• Participate in wellness and peer recognition initiatives (e. g. On The Spot Awards and Value Champion Awards).
• Linked In Learning – Access to a leading online learning platform, which offers a wide variety of courses including business, creative and technical skills.
• Social Events – Join us for our major annual social events: Spring, Summer, Halloween and Christmas parties, plus many other ad-hoc events.
• Enhanced maternity/paternity leave allowances.
• WFA policy – work from abroad for up to 4 weeks per year.
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