Head of Client Services

The Head of Client Services is a senior leadership role responsible for overseeing the Client Services department, ensuring the highest level of service delivery to clients. This individual will lead a team of client service professionals, develop strategies to enhance client satisfaction, and collaborate with other departments to ensure seamless service delivery as part of the senior leadership team. The role reports to the Managing Director and involves managing a team of client management and account management executives. The role involves implementing processes and structures to improve client-facing and internal operations to drive business growth.

Leadership & Management:

• Lead, mentor, and develop a high-performing Client Services/Account Management team, fostering a culture of excellence and continuous improvement.
• Set performance expectations, conduct reviews, and provide ongoing feedback.
• Collaborate with HR on recruitment and onboarding.
• Contribute to the management team alongside other department heads.

Client Relationship Management:

• Build and maintain strong client relationships, acting as the primary contact for escalated issues.
• Develop client engagement strategies to improve satisfaction and retention.
• Monitor client satisfaction metrics and implement improvements.
• Manage key accounts with spend levels exceeding £500k annually.

Strategic Planning & Execution:

• Develop and execute client service strategies aligned with business goals.
• Identify and implement process improvements to increase efficiency and service quality.
• Work with Sales, Marketing, and Product Development to ensure a cohesive client service approach.
• Stay informed of industry trends to keep the company's offerings competitive.
• Contribute to product and technical development strategies based on market insights.
• Manage the Client Services budget and monitor financial performance.

Planning, Reporting & Analysis:

• Ensure the team can deliver innovative media planning, supporting sales efforts.
• Track KPIs related to client satisfaction and team performance, especially via HubSpot.
• Maintain accurate client data in HubSpot.
• Prepare reports on department performance, client spending, and revenue forecasts.
• Use data insights to inform strategic decisions, leveraging company products and partner platforms.
• Maintain high-quality client reporting, including weekly reports and post-campaign analysis.

Service Delivery Efficiency:

• Meet or exceed SLA targets and response times.
• Ensure effective campaign management and client support.
• Continuously seek and implement process improvements to reduce costs and increase efficiency.
• Prioritise tasks and delegate effectively within the team.

Cost Management:

• Operate within budget while maintaining or improving service quality.

Team Management:

• Oversee work distribution to meet deadlines.
• Ensure job descriptions and objectives are SMART for all team members.
• Hold regular one-on-one meetings to discuss progress and well-being.
• Support training and development initiatives.
• Promote productivity, innovation, and teamwork.
• Address personnel concerns promptly with HR and management.
• Foster a motivated and valued team environment.
• Share industry news and trends proactively.

People Management & Development:

• Lead, motivate, and develop a high-performing team aligned with organisational goals.
• Coach and mentor team members to enhance skills and resolve conflicts positively.

Client Relationship Building:

• Build long-term client relationships, understand client needs, and deliver tailored solutions.

Communication & Negotiation:

• Exhibit excellent communication skills and negotiate effectively to manage expectations and agreements.

Strategic & Data-Driven Thinking:

• Align client strategies with business objectives using industry knowledge and data insights.
• Think creatively to solve problems and improve processes.

Operational Excellence:

• Manage multiple projects efficiently, ensuring timely and budget-compliant delivery.
• Identify and implement process improvements for better client satisfaction and operational efficiency.
• Proficient in revenue analysis, budgeting, and cost control.