At a Glance
- Tasks: Lead a dynamic client services team and ensure exceptional customer experiences.
- Company: Join Iconic Digital, an award-winning digital marketing agency with a collaborative culture.
- Benefits: Competitive salary, performance bonuses, hybrid work, and ongoing training opportunities.
- Other info: Exciting career progression opportunities and a chance to make a positive impact.
- Why this job: Shape the future of a leading agency while developing your leadership skills.
- Qualifications: Experience in digital marketing and strong client relationship management skills.
The predicted salary is between 50000 - 65000 £ per year.
Ready to lead an exceptional client services team? Do you thrive on building outstanding client relationships, developing high-performing teams and delivering exceptional customer experiences? Are you looking for a leadership role where you'll have the opportunity to shape the future of an award-winning digital marketing agency? If so, we'd love to hear from you.
Iconic Digital is looking for an experienced Client Services Manager to lead our growing Account Management team, ensuring every client receives an exceptional experience whilst supporting the continued growth of our agency. Reporting directly to the CEO, you'll play a pivotal role in client retention, service delivery, team development and the successful onboarding of every new client. This is an outstanding opportunity for an experienced digital marketing professional who combines commercial thinking with inspirational leadership.
About Iconic Digital: Iconic Digital is one of the UK's leading award-winning digital marketing agencies, helping ambitious organisations grow through intelligent, data-led marketing strategies. Our clients trust us to deliver measurable commercial growth through SEO, Paid Advertising, Social Media, Email Marketing, Content Marketing and emerging AI technologies. Innovation is part of our DNA. We continually invest in our people, embrace new technologies and encourage every member of the team to think differently, solve problems and challenge the status quo. We're also proud to donate 30% of our profits to charitable causes, ensuring our commercial success creates a positive impact within the communities we serve.
The Role: This is a hands-on leadership role where you'll oversee the day-to-day performance of our Client Services function. Managing a team of four to five Digital Marketing Account Managers, you'll ensure clients receive outstanding service from onboarding through to long-term account growth. You'll act as the senior escalation point for client relationships, coach your team to deliver exceptional standards and work closely with the CEO to continually improve client satisfaction, retention and operational performance. You'll also lead the onboarding of every new client, ensuring they experience a smooth, professional and engaging introduction to Iconic Digital.
Key Responsibilities:
- Lead, mentor and inspire a team of Digital Marketing Account Managers.
- Create a culture of exceptional client service.
- Own the client onboarding process from handover through to successful campaign launch.
- Act as the senior escalation point for client enquiries and service issues.
- Support Account Managers in developing client strategies and growth opportunities.
- Monitor client satisfaction and retention across the agency.
- Lead regular team meetings and one-to-one coaching sessions.
- Ensure client reviews, reporting and strategic planning are delivered to an exceptional standard.
- Identify opportunities to improve agency processes and operational efficiency.
- Work closely with the CEO to implement client service initiatives.
- Collaborate with SEO, PPC, Content, Social Media and Technical teams to ensure campaigns are delivered successfully.
- Support the continued development of agency systems, reporting and client communication.
What We're Looking For:
We're looking for a natural leader who enjoys helping both clients and colleagues succeed. You'll have excellent commercial awareness, outstanding communication skills and a genuine passion for delivering exceptional customer experiences. You'll be confident making decisions, resolving complex client issues and motivating a team to consistently perform at their very best.
Essential Skills & Experience:
- Previous experience managing client accounts within a digital marketing agency.
- Experience leading or mentoring Account Managers.
- Strong knowledge of SEO, Paid Advertising, Social Media, Email Marketing and digital marketing strategy.
- Excellent client relationship management skills.
- Outstanding communication and presentation skills.
- Strong commercial awareness.
- Experience managing multiple priorities in a fast-paced environment.
- Excellent organisational skills.
- Data-driven approach to marketing performance.
- Confident interpreting analytics and campaign reporting.
Desirable Experience:
- Google Analytics (GA4).
- Google Search Console.
- Google Ads.
- Meta Advertising.
- LinkedIn Advertising.
- SEMrush or similar SEO platforms.
- CRM and project management platforms.
What Success Looks Like:
Within your first twelve months you will have:
- Successfully led and developed the Client Services team.
- Improved client retention.
- Delivered a best-in-class onboarding experience.
- Increased client satisfaction.
- Developed clear performance standards across the department.
- Built strong relationships with key clients.
- Become a trusted member of the agency leadership team.
What You'll Receive:
- Competitive salary depending on experience.
- Performance bonus scheme.
- Hybrid working with two office days per week.
- Twenty days' holiday plus bank holidays.
- Your birthday off each year.
- Company pension scheme.
- Ongoing AI and leadership training.
- Opportunity to shape the future of an award-winning agency.
- Dynamic, collaborative working environment.
- Regular team socials.
- Genuine autonomy to improve systems, processes and client experience.
Career Progression:
This is a senior leadership position with clear opportunities for future progression to Board level roles. As the agency continues to grow, you'll play a key role in shaping our future direction and developing the next generation of client service professionals.
Think You're Ready to Lead?
If you're an ambitious agency professional looking for your next leadership challenge, we'd love to hear from you. Please attach your CV to the link provided. Applications should be attached to the link provided. Join Iconic Digital and help us deliver marketing that makes a measurable difference.
Client Services Leader — Hybrid, Onboarding & Growth employer: Hiringpeople.co.uk
Quay-Side in St. John, England is an exceptional employer for those seeking flexibility and independence in their work. With a strong emphasis on training and support, employees can thrive in a dynamic environment while enjoying the benefits of uncapped commission-based earnings. The company fosters a culture of entrepreneurship, making it an ideal place for self-motivated individuals to build a successful career in gourmet food sales.
StudySmarter Expert Advice🤫
We think this is how you could land Client Services Leader — Hybrid, Onboarding & Growth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hiringpeople.co.uk. 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 Hiringpeople.co.uk 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 Client Services Leader — Hybrid, Onboarding & Growth
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 Hiringpeople.co.uk:Your cover letter is your chance to shine! Tell us why you want to work at Hiringpeople.co.uk 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 Hiringpeople.co.uk!
How to prepare for a job interview at Hiringpeople.co.uk
✨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.
