Client Services Manager

Recruiter
Cooper Lomaz Recruitment Ltd
Location
Suffolk
Salary
60000.00 - 60000.00 GBP Annual
Posted
24 Jan 2024
Closes
21 Feb 2024
Job Title
Customer Services
Industry Sector
Sales
Contract Type
Permanent
Hours
Full Time
Client Services Director - Full Time, Permanent

Location: Suffolk

Line Manager: CEO

Introduction:

Join us, an award-winning digital marketing agency, as a Client Services Director, driving growth and success for ambitious brands. With studios in Suffolk, London, and the Midlands, we're a team of 55+ experts dedicated to making a strategic difference.

Role Overview:

As a key member of the senior leadership team, you'll lead the Client Services Department, ensuring outstanding client service and exceptional work delivery. Your role involves setting standards for client relationships, guiding your team, and contributing to the agency's strategic goals.

Key Responsibilities:

- Leadership: Lead and develop a team of Account Directors, Account Managers, and Project Managers, fostering a culture of continuous improvement.

- Account Direction: Take the lead on key marketing strategy accounts, aligning objectives, and setting KPIs for successful digital marketing strategies.

- Team/Department Management: Oversee the Client Services team, ensuring clear communication, hitting targets, and providing support during challenges.

- Customer Journey Ownership: Collaborate to design, deliver, and evolve the end-to-end client experience, from discovery to strategy renewal.

- Coaching & Training: Conduct regular coaching sessions, hold quarterly Personal Development Plans, and nurture talent within the team.

- New Business Development: Lead tenders and pitches for new opportunities, identifying growth prospects with existing clients.

- Performance Monitoring: Own mechanisms for monitoring and reporting on strategy performance, addressing issues proactively.

- Commercial Utilisation: Monitor and report on the profitability, costs, and impact of the Client Services team against quarterly and annual plans.

- Curation of Case Studies: Lead the creation of engaging case studies showcasing successful strategies.

Required Skills:

- Previous leadership experience in Client Services (agency or client-side).
- Strong understanding of business models, P&Ls, and digital marketing strategies.
- Proven ability to lead, develop, and manage teams effectively.
- Excellent communication, decision-making, and coaching skills.
- Strategic thinking aligned with organisational goals.

Preferred Experience:

- Previous agency experience leading Client Services at Head/Senior/Director level.
- Client-side experience working in-house as Head/Director of Marketing.
- Established industry reputation, network of contacts, and thought leadership.

Typical Week Responsibilities:

- 40% - Direct client leadership
- 30% - Operational Management of Client Services
- 10% - Client Services Training, mentoring, and process development
- 10% - Self-development, training, and R&D initiatives
- 10% - Pitches or renewals for existing client strategies and new business

Role Metrics:

- 80%+ NPS results across all clients
- 65% team utilisation within Client Services
- 80% team happiness score (Internal NPS metric)
- 75% client profitability across all retained marketing services

Benefits:

- Directors Profit Share Holding
- 1-day per fortnight R&D/Training
- Company expenses credit card
- Flexible Working from home and our offices
- Excellent onsite barista coffee and cafe (all offices)
- Inclusive fruit and hot beverages within the office
- Inclusive gym membership (Suffolk Office)
- Competitive salary
- 15" MacBook Pro, 27" Monitor
- 26 Days Holiday + 3 Days holiday between Christmas and New Year.
- Amazing clients across all sectors
- Annual employee awards
- Conference & training budget

We are committed to equality of opportunity, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships

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