Head of Client Services - Digital Marketing

Red Sprout Limited
London (Central)
10 Feb 2018
15 Feb 2018
Contract Type
Full Time

The Head of Client Services will be the senior point of contact for day-to-day client service management.

Purpose of Role

  1. To lead and nurture the client services team to provide the utmost level of client service.
  2. To build strong client relationships at a senior level.
  3. To help identify and convert new business opportunities.
  4. To work closely with the Senior Management team to help drive success of the agency.

Key Responsibilities and Accountabilities

  1. To mentor, lead and manage the Client Service team through personal development plans (setting and reviewing performance targets, contributing to remuneration conversations etc.), appraisals and day to day support.
  2. Be a motivator to help the Client Service team succeed and be the best they can be.
  3. To develop best practice in client service and to run regular sessions with the team to share knowledge and experience.
  4. Ensure the Client Service team are proactively cooperating with other parts of the business.
  5. Ultimately responsible for maintaining and building the positive relationship between the agency and its clients.
  6. Build strong relationships with senior clients - understanding their business needs, staying abreast of client industry developments.
  7. Stepping out of the day to day client management to see potential wider commercial opportunities and working with the wider team to develop these into wins.
  8. Replace current Senior Management involvement with clients.
  9. Help shape and deliver future growth and development of the agency.
  10. Together with other management you will be responsible for continual business improvements, guard the quality of service and delivery and consistency of business execution.
  11. Creator and owner of the client services KPIs
  12. Setting, monitoring and updating pod targets.
  13. Deliver regular reporting to Senior Management and Board level against KPIs, client satisfaction score (NPS), financials and forecasting.
  14. Help to identify new products and services the agency can offer existing and new clients - map out the details and plan how they can be sold.
  15. Contribute and or lead the process to win new business.

Person Profile

  • Inspire a team, spot and develop potential
  • Good motivator, empathetic and patient
  • Multitask with a proactive and a can do attitude
  • Enthusiastic and highly organised
  • Confidence, tact and a persuasive manner
  • Aspirational, raise the bar and push through change

Previous Experience

  • At least 6 years’ client service experience
  • Digital agency background is highly preferred
  • Experience in effectively managing an account management team
  • Exceptional new business and client facing skills
  • Strong stakeholder management skills
  • Sound commercial acumen

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