Director of Client Services FTC

You are an experienced, forward-thinking client services leader with a proven ability to guide high-performing teams and deliver exceptional results. You bring deep expertise in the affiliate marketing landscape, strong commercial awareness, and an instinctive understanding of client expectations and evolving market trends. You are a hands-on leader with a strong track record of leading from the front, supporting, coaching, and developing team leaders and their teams to perform at their best. Your leadership style is collaborative and empowering, supported by excellent communication and relationship-building skills, and grounded in active involvement and clear accountability. You thrive in fast-paced environments, demonstrate sound judgement, and consistently foster a culture of excellence, accountability, and growth.

ABOUT THE ROLE

The Director of Client Services is responsible for the overall success of the portfolio, with accountability for client retention and delivering against revenue targets, while leading and managing a team of client service professionals. They will ensure the delivery of outstanding client service and support to client and affiliate partners, secure high retention rates, and identify opportunities for growth and new business development. This role is offered on a 12-month fixed-term contract to cover maternity leave, with an anticipated start date in July to allow for a handover with the current Director of Client Services.

Key Role Responsibilities

• Demonstrate strong decision making in line with company goals, social, and environmental best practice.
• Executing and assisting in forming the overall client services team strategy, working closely with the head of client services to align departmental objectives with broader organisational goals.
• Overseeing the full account management team, with direct management responsibility across multiple team segments and operational areas.
• Leading the team to meet and exceed performance targets, including KPIs and revenue goals.
• Overseeing the development of new and existing affiliate partnerships, ensuring they meet the needs of both the client and the company.
• Building and maintaining strong relationships with key clients, ensuring their satisfaction and addressing any issues in a timely manner.
• Developing and implementing strategies to enhance the client experience, improve retention, and increase revenue.
• Developing comprehensive learning and development roadmaps for the client services team, fostering professional growth and skill enhancement.
• Creating and supervising robust processes designed to minimise client bad debt, implementing proactive financial risk management strategies.
• Collaborating with cross-functional teams, including product, marketing, and technical teams, to ensure seamless execution of affiliate marketing campaigns.
• Analysing market trends and client data to identify new business opportunities and drive growth.
• Staying current on industry developments and trends, and sharing this knowledge with the team to ensure continuous improvement.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

ESSENTIAL REQUIREMENTS

• Performance marketing expert with 7+ years' experience within the Affiliate Channel demonstrating an outstanding knowledge of affiliate marketing.
• Broad and deep knowledge of publisher ecosystem, including trends and innovations outside of the affiliate channel.
• Track record of managing and developing team members.
• Experience with the Webgains platform would be ideal.
• Proven track record in leading large teams, driving growth, and achieving commercial success.
• Ability to develop and implement strategic plans that align with business goals and drive measurable results.
• Exceptional communicator, able to represent the company and the Client Services function with authority and insight at industry events.
• A forward-thinking leader who stays ahead of industry trends and is proactive in driving change and innovation within the team.

Reward & Recognition

We offer competitive salaries and a comprehensive benefits package, inclusive of:

• Private medical and dental insurance with Bupa.
• Learning & Personal Development support to help you grow personally and professionally.
• Gym salary sacrifice benefit.
• Access to workplace nursery scheme.
• 25 days holiday + Bank Holidays.
• Access to mental health support and therapy.
• A living wage employer.
• Proud to Be a B Corp.
• Based in London or Manchester office.
• Working hours: 40 per week.
• Job location: 3 days in the office (Mon, Thu, +1 other day), 2 days working from home.
• July start – 12-month Fixed-Term Contract (Maternity Cover).
• Regular travel to events, clients, and Webgains offices.

APPLY NOW

We encourage you to apply if this role excites you - even if you think you may not meet all the requirements. At Webgains, we are a people-first organisation, and we live by our core values. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values. Webgains embraces equal opportunity in the workplace and throughout the recruitment processes. We are committed to building a diverse and inclusive team of passionate and exceptional individuals. We welcome applications from all candidates regardless of your background.