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Chesamel Group is a dynamic professional services firm specialising in business transformation, marketing operations, and digital enablement. With a global reach and a client-centric approach, we partner with leading organisations to navigate complex challenges and drive sustainable growth.
Position Overview
The Head of Client Services will play a pivotal role in shaping and delivering exceptional client experiences across Chesamels portfolio. This senior leadership position involves overseeing client relationships, ensuring service excellence, and driving strategic growth initiatives. The ideal candidate will combine strategic vision with operational expertise to build lasting client partnerships and deliver measurable business outcomes.
Core Responsibilities:
* Client Relationship Management: Establish and nurture strategic relationships with key clients, serving as the primary point of escalation for complex issues and opportunities.
* Strategic Account Management: Develop and execute comprehensive account strategies that align with clients business objectives, maximise value delivery, and secure long-term partnerships.
* Service Delivery Excellence: Oversee the delivery of Chesamels services portfolio, ensuring consistent quality, value, and innovation across all client engagements.
* Team Leadership: Lead and develop a high-performing client services team, fostering a culture of excellence, collaboration, and continuous improvement.
* Commercial Growth: Drive sustainable revenue growth through account expansion, cross-selling, and new business development in partnership with sales teams.
* Service Innovation: Identify emerging client needs and market trends to inform service development and enhancement initiatives.
* Business Planning: Develop and implement strategic plans for the client services function, aligned with Chesamels overall business objectives.
* Performance Management: Establish and monitor key performance indicators to track client satisfaction, retention, and growth.
* Process Optimisation: Continuously evaluate and enhance client service processes, systems, and methodologies to improve efficiency and effectiveness.
* Industry Thought Leadership: Represent Chesamel at industry events and contribute to thought leadership initiatives that elevate the companys market position.
* Agency/Consultancy Partnership Management: Cultivate and manage relationships with partner agencies and consultancies to deliver integrated solutions that meet complex client needs.
Required qualifications:
* Experience: 10+ years of progressive experience in client services, account management, or professional services delivery, with at least 5 years in a senior leadership role.
* Industry Knowledge: Deep understanding of business transformation, marketing operations, or digital enablement landscapes.
* Consultancy/Agency Experience: Proven track record working within or alongside consultancies or agencies, with a solid understanding of their business models and service delivery frameworks.
* Account Management: Exceptional strategic account management skills, including experience developing account plans, managing P&L, and orchestrating cross-functional resources to drive client satisfaction and revenue growth.
* Leadership Skills: Proven ability to build, lead, and inspire high-performing teams in a fast-paced environment.
* Commercial Acumen: Strong business and financial acumen with a track record of driving profitable growth.
* Client Management: Exceptional client relationship management skills with experience serving C-suite and senior stakeholders.
* Communication: Outstanding verbal and written communication skills, with the ability to articulate complex concepts clearly and persuasively.
* Problem-Solving: Advanced analytical and problem-solving capabilities with a solutions-oriented mindset.
* Education: Bachelors degree required; MBA or related advanced degree preferred
* Strategic thinking and business orientation
* Client-centric approach with a passion for service excellence
* Results-driven with strong accountability
* Emotional intelligence and interpersonal savvy
* Adaptability and resilience in a changing environment
* Collaborative leadership style
* Entrepreneurial mindset with calculated risk-taking
* Global perspective with cultural sensitivity
* Consultative selling and solution development expertise
* Ability to navigate complex agency/consultancy ecosystems and delivery models
Location
This position can be based at any of Chesamels global offices, with regular travel to client sites and other Chesamel locations expected (approximately 25-30%).
Chesamel Group is an equal opportunity employer committed to diversity in the workplace. We encourage applications from all qualified individuals regardless of race, colour, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, or veteran status.
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