Client Services Director

Major Players are partnering with a boutique marketing agency to recruit for a Client Services Lead. As head of the division, you will oversee the delivery of exceptional client experience, strategic excellence, and commercial performance across a diverse portfolio of hospitality, luxury and lifestyle brands, to ensure best-in-class marketing. Working across digital, social and PR divisions, you will play a key role in managing client relationships and driving account growth. This is a pivotal role to shape how the agency delivers marketing excellence for some of the most exciting names in hospitality. You must be an experienced, commercially minded marketing leader with a strong grounding in hospitality and a passion for delivering measurable impact. You'll bring a blend of strategic vision, client leadership, and operational excellence with the ability to lead and inspire teams.

Responsibilities:

• Lead, mentor and develop the Client Services team to deliver consistently high standards of account management and strategic consultancy.
• Be a confident member of the leadership team, shaping agency vision, process evolution, and growth strategy.
• Forecast, plan and report on account profitability and client satisfaction.
• Be the lead point of contact for clients, building trusted relationships and ensuring that the team seamlessly deliver all campaigns.
• Oversee resource planning, team structure, and workflow to support agency growth and client retention.
• Oversee end-to-end delivery of multi-channel, integrated campaigns, with a spotlight on sales-driving tactics, brand visibility, and business performance.
• Identify opportunities for organic growth within existing accounts and contribute to new business development through strategic input and senior-level relationship building.
• Leverage your knowledge of CRM platforms, reservation systems, and in-venue marketing to recommend strategies that drive measurable ROI.
• Apply experience with tools such as OpenTable, SevenRooms, ResDiary and Mailchimp to support performance-based marketing.
• Stay up to date with restaurant marketing trends, digital innovation, and evolving consumer behaviour to bring diverse and innovative ideas to the client portfolio.

Experience required:

• Proven experience leading client services, marketing, or strategy functions within an integrated agency or multi-site hospitality brand.
• A solid understanding of the hospitality industry's commercial drivers, including seasonal promotions, local marketing, and loyalty campaigns.
• Excellent leadership and team development skills, with a track record of motivating and upskilling account or marketing managers.
• You must have previous management experience.
• Confidence in managing senior client relationships, with the ability to provide consultative advice and strategic guidance.
• Hands-on experience using CRM tools (e.g. Mailchimp, Klaviyo) and reservation platforms (e.g. SevenRooms, OpenTable, ResDiary).
• A commercial mindset and confidence in linking marketing to measurable performance indicators.
• Exceptional communication and stakeholder management skills.
• Strong project management capabilities and a proactive, problem-solving approach.

Role details:

• Start date: As soon as possible
• Hours: Full time
• Salary: £50,000-60,000 depending on experience
• Office Location: West London
• Office requirements: 3 days per week in the office

Major Players are the UK's leading digital, marketing, and creative talent agency, and over the last 30 years we've consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.