At a Glance
- Tasks: Lead the Client Services team, ensuring outstanding service and driving agency success.
- Company: Join Greenpark, a global digital agency known for creativity and innovation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team that values kindness, collaboration, and continuous learning.
- Why this job: Make a real impact in a dynamic environment while working with top brands.
- Qualifications: Proven leadership skills and experience in client services or account management.
The predicted salary is between 51750 - 63250 £ per year.
(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.
We create data-led, performance-driven content that helps brands build meaningful connections with people.
Our expertise spans Omnichannel Search & Insights, Creative Content and Performance Tech, delivered via agency and in-house models for clients 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
We strive and act together to make a positive impact for the people and brands we serve, doing 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're different to traditional network agencies — independent, growing, and needing more of a commercial mindset in Client Services than many agencies require.
Good Client Service here means being the drivers and lifeblood of our Client work, joining the dots across workstreams to deliver work that performs, keeps clients happy, and builds strong commercial principles.
We aren't perfect, but we learn, work together, and always find a way forward.
In Client Service 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 Head of Client Services, you'll provide leadership and support to the EMEA & US team, immersing yourself in the digital media world and quickly building your industry knowledge.
Your role is crucial to supporting the Client Services team across account management, managing Clients, and collaborating with other departments to drive agency success.
Some of what you will cover includes
- ensuring clients receive outstanding service from first meeting through final delivery, creating successful projects that make THEM look good;
- maximising growth opportunities through strong stakeholder relationships and pushing upsell opportunities;
- supporting the personal and professional development of the Client Services team;\
- assisting with smooth operations across the EMEA & US team;
- supporting new business opportunities and transitioning conversions into operational Client workstreams;
- developing and implementing best practice processes across Greenpark accounts;
- owning and delivering client services strategy in liaison with the Managing Director (EMEA & US), CEO and EMEA & US Management team;
- active participation in Weekly, Monthly External (EMM) and Internal (IMM) management meetings, advising on Client Services matters
- Reporting and Communication Structure
This role reports to and advises the Managing Director (EMEA & US) on all client business and operational matters.
- Client Services
- Oversee the growth of client accounts, owning senior client relationships and service quality;
- Develop and maintain relationships with senior client stakeholders on EMEA & US projects;
- Act as main point of contact for senior-level conversations, attending/leading key meetings as appropriate;
- Own the client reporting process;
- Liaise with delivery and business development teams and manage client expectations;
- Work with Client Leads on yearly and half-yearly account development plans for senior sign-off;
- Drive the development of client projects;
- Continuously improve processes, reporting, and policy;
- Act as the voice of the CS team in management meetings;
- Protect the wellbeing of the CS team and advocate for them internally;
- Support the CS team in identifying and converting growth and upsell opportunities;
- Collaborate with CS AI champions and the agency AI Lead to drive efficiency and upskilling;
- Work with the Head of Delivery to strengthen CS/Project Management collaboration;
- Stay current on client industries and the digital landscape;
- Support marketing with client updates, industry POVs and award submissions
- Finance & Operations
- Report to senior management on client and project profitability;
- Collaborate with the Head of Finance, Head of Ops and Head of Delivery on resource, profitability and performance visibility;
- Review all SOWs, cost estimates and contracts prior to client submission for accuracy and profitability;
- Review new business and pitch cost proposals before handover to Client Services post-sale
- Employees, Resource and Talent Management
- Line manage members of the Client Services Team;
- Collaborate with the Managing Director (EMEA & US) and New Business Manager on new business and delivery matters;
- Assist with agency resourcing and interviewing;
- Recommend remuneration and bonus grading to the Remuneration Committee;
- Work with People and Finance on the CS training budget and skills gaps;
- Collaborate with other Heads of Department on cross-functional best practice
- Performance, Personal Development and Success Measures
- Your performance will be reviewed by the Managing Director (EMEA & US) against:
- Performance and growth of client accounts;
- Commercial performance, including profitability and upsell/growth;
- Quality and consistency of scoping, SOWs and cost estimates;
- Championing AI adoption and efficiency;
- Working effectively with EMEA Management and Group Partners;
- Adherence to agreed Client Services strategies;
- Team performance, motivation and morale;
- Relationships with other departments;
- Interpersonal/communication skills;
- 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
At Greenpark, we believe the best ideas come from the widest range of perspectives.
We welcome every background, identity, and experience across our global workforce, committed to ensuring everyone's voice is heard and everyone can thrive.
All applications shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status or any other protected characteristics.
Head of Client Services EMEA & US (Mat. Cover) in London employer: Greenpark
At Greenpark, we pride ourselves on being an independent agency that fosters a vibrant and collaborative work culture. As an Account Director in London, you'll enjoy the benefits of hybrid working, allowing for a balanced professional and personal life while driving impactful digital strategies for renowned clients. With a strong emphasis on employee growth, we provide ample opportunities for skill development and career advancement, all within a supportive environment that values innovation and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services EMEA & US (Mat. Cover) in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Greenpark.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Greenpark. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Head of Client Services EMEA & US (Mat. Cover) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Greenpark.
How to prepare for a job interview at Greenpark
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Greenpark's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Greenpark offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
