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- Tasks: Lead client services, enhance client experience, and drive retention strategies.
- Company: Join Ink Digital, a dynamic digital marketing agency focused on innovation.
- Benefits: Enjoy 25 days holiday, hybrid work, and access to mental health support.
- Other info: Opportunity for career growth and a supportive team environment.
- Why this job: Make a real impact in a growing agency while working with exciting clients.
- Qualifications: Strong client services experience in digital marketing and excellent communication skills.
The predicted salary is between 34000 - 42500 £ per year.
Location: Brentwood, Essex (hybrid)
Salary: Competitive, depending on experience
Reports to: Managing Director and Head of Digital
About Ink Digital
Ink Digital is a digital marketing agency built on clear plans, visible delivery and long-term client relationships. SEO is our core service, supported by PPC and wider digital. We work with ambitious businesses across travel, hospitality and B2B.
The role
We are building a Client Services function to strengthen retention, improve the client experience, and support cross-service growth. You will create standards and rhythm across onboarding, reporting, sprint reviews and renewal planning, while being hands-on with client communication and escalation.
What success looks like (first 90 days)
- Audit the current client journey from onboarding to sprint review and renewal, and identify the biggest friction points.
- Introduce a simple account health system (risk, actions, owners, timelines) so issues are flagged early.
- Create a consistent cadence and templates for: onboarding, monthly reporting, and sprint review meetings.
- Set clear escalation routes and ways of working between client services, SEO leads, PPC and delivery teams.
- Support a small number of premium clients directly while embedding process across the wider portfolio.
Core responsibilities
- Own the client experience standards across the agency: onboarding, communication, reporting and reviews.
- Lead retention planning and reduce churn by spotting risk early and driving corrective action.
- Partner with delivery leads to ensure the plan links back to client priorities and commercial outcomes.
- Run or support difficult client conversations and escalations when needed.
- Build a repeatable playbook that reduces delivery variance and protects margin.
- Support cross sell and upsell by identifying opportunities and bringing the right specialists into conversations.
- Work closely with leadership to improve forecasting, capacity planning and client portfolio visibility.
What we are looking for
- Strong client services experience in a digital agency environment (SEO, PPC or wider digital).
- Confident with senior stakeholders and comfortable leading meetings.
- Commercially minded: you link activity to outcomes and can handle objections calmly.
- Process builder: you can create playbooks that people actually follow.
- High standards, low ego: you care about quality and you are coachable.
Nice to have
- Experience with HubSpot and/or CRM-led reporting and attribution.
- Experience working with travel, hospitality or B2B clients.
- Experience building or scaling a client services function.
Benefits
- 25 days holiday plus bank holidays
- One extra day holiday per year of service (capped at 5 extra days)
- Your birthday off
- Office closed between Christmas and New Year (some days come from your holiday allowance)
- Free access to Headspace
- Company funded therapy service (confidential)
- Hybrid working (typically 3 days in the office, 2 from home)
Recruitment process
- Stage 1: Teams interview (values, communication style, experience).
- Stage 2: In-person interview at our Brentwood office.
- Short task: 30/60/90 plan for building client services at Ink Digital, plus a sample client meeting agenda and reporting approach.
- Final chat with leadership team.
Job Type: Full-time
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Company events
- Profit sharing
- Work from home
Work Location: Hybrid remote in Brentwood CM14 4EA
Client Services Director in Brentwood employer: Mr Seo Ltd
Contact Detail:
Mr Seo Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Director in Brentwood
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Practise common interview questions and have your own questions ready to show you’re genuinely interested.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re a great fit for the role.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it shows you’re proactive and really want to be part of the team at Ink Digital.
We think you need these skills to ace Client Services Director in Brentwood
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Services Director role. Highlight your experience in digital agencies, especially with SEO and PPC, and show how you can improve client experiences.
Showcase Your Process Skills: We want to see your ability to build processes that stick! Share examples of playbooks or systems you've created in previous roles that improved client retention or streamlined communication.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible to make your achievements stand out, and ensure your language reflects the high standards we value at Ink Digital.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Mr Seo Ltd
✨Know Your Client Services Inside Out
Make sure you understand the ins and outs of client services in a digital agency. Brush up on your knowledge of SEO, PPC, and how they contribute to client success. Be ready to discuss how you can enhance the client experience and reduce churn.
✨Prepare Your 30/60/90 Day Plan
Since the role requires a clear plan for building client services, come prepared with a structured 30/60/90 day plan. Outline how you would audit the current client journey, introduce an account health system, and create templates for onboarding and reporting.
✨Showcase Your Communication Skills
As a Client Services Director, you'll need to lead meetings and handle difficult conversations. Practice articulating your thoughts clearly and confidently. Think of examples where you've successfully managed client relationships or escalations.
✨Demonstrate Your Process-Building Ability
Highlight your experience in creating playbooks and processes that improve efficiency. Be ready to discuss specific examples of how you've built or scaled client services functions in the past, and how you can apply that knowledge at Ink Digital.