Head of Client Services - Content/Copywriting Agency
Join to apply for the Head of Client Services - Content/Copywriting Agency role at Stratton Craig.
* Seniority Level: Executive
* Employment Type: Full-time
* Job Function: Business Development and Sales
* Industries: Administrative and Support Services
Job Purpose
As Head of Client Services, you’ll lead and mentor our busy client services team, ensuring we maintain the highest levels of client partnership, creative excellence and commercial performance. You’ll own growth across our existing client base, drive new client wins, and safeguard the commercial health of our portfolio.
Job Accountabilities
* Build deep, long‑term partnerships with our clients.
* Personally lead a number of key client relationships.
* Oversee the management of our client portfolio, delivering quality work on brief, on time and on budget.
* Lead our client development programme, cross‑selling and upselling services to increase average project spend.
* Develop robust formal and informal programmes to assess and monitor client satisfaction.
* Proactively seek continuous improvement in our client service standards.
* Contribute to and/or lead key pitches and proposals to win new clients.
* Champion Stratton Craig and raise awareness of our offer through events and networking.
Commercial Performance
* Drive strong commercial performance of client accounts, ensuring work is delivered profitably.
* Monitor and analyse utilisation, recoverability and project profitability.
* Work with the team to identify and embed process improvements that drive efficiency and profitability.
* Translate financial and utilisation data into clear actions, coaching the team on best practices.
* Champion a culture of commercial awareness across the client services function.
People Management
* Lead, inspire and develop a high‑performing Client Services team.
* Provide clear objectives, coaching and regular feedback to ensure performance goals are met.
* Oversee resource allocation, workload balance and professional development.
* Drive talent management initiatives, including recruitment, onboarding and succession planning.
* Champion employee engagement and wellbeing, creating an inclusive environment.
* Manage performance issues proactively and fairly, ensuring compliance with company policies.
Business Management
* Report on client results, risks and opportunities at monthly SMT meetings.
* Alongside the CEO, lead the recruitment and induction of new team members.
* Alongside the Commercial team, ensure live contracts are in place for all clients.
* Regularly meet with the team to review loading and take measures to mitigate challenges.
Performance Measurements
* Client satisfaction
* Growth in client spend
* Project profitability
* High win record with new clients
Essential Requirements
* 7+ years of relevant experience, including at least 2 years in a senior agency role.
* Content management, editing / QA experience.
* Experience in annual and ESG report production.
* At least 2+ years people management, development and mentorship experience.
* Proven track record of achieving revenue targets, growing client revenues and contributing to wider business growth.
* Capable user of Microsoft Office.
* Exceptional written communication skills, including flawless spelling and grammar.
* Project management.
* Presentation and public speaking.
* Pitching/Sales experience.
* Experience liaising with and managing senior stakeholders including C‑Suite.
* Passionate about the importance and value of language to businesses.
* Ability to influence, inspire and support fellow team members.
* Strategic thinking and commercial solution orientation.
* Energetic and proactive, focused on delivering the best business outcomes.
* Detail oriented and well‑organised.
* Calm, rational under pressure, professional and well‑mannered at all times.
* Confident and enthusiastic with a love of client meetings and conversation.
* A strong sense of team membership and accountability.
* Willingness to travel and accommodate out‑of‑hours meetings as required.
Desirable Requirements
* Experienced Head of Client Services.
* Foreign language speaker.
* Experience managing or delivering content strategies, tone of voice, SEO.
* Understanding of corporate reporting (Annual and Sustainability) requirements and regulations.
* Experience working with clients in the US and APAC.
About Stratton Craig
From our office in Bristol, we help clients win through exceptional copywriting services, content strategy, and language consultancy. Every day, we write across all formats and channels—annual and sustainability reports, digital presence, product launches—helping dynamic businesses grow trust, reach and understanding.
About The Positive Change Group
Stratton Craig is part of the Positive Change Group, a collective of specialist agencies dedicated to helping bold and visionary businesses spark positive change. The Group, founded in 2022, currently consists of three agencies: Stratton Craig Content Strategy, Black Sun Global Stakeholder Engagement, People Made Brand and Culture.
Come Join Us
Joining Stratton Craig and The Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured, your career can thrive and you can make a difference every day. With competitive salaries, hybrid working, continuous professional development, you’ll not only grow but also have the opportunity to shape the future of communications.
Equal Opportunities
We pride ourselves on being committed to offering equal opportunities to all potential employees. We welcome applicants from all backgrounds, fostering a culture where ideas and decisions from all people help us grow, innovate and create the best work.
More Information
For more information, please visit www.strattoncraig.com and www.positivechangegroup.com. Privacy notices here: www.strattoncraig.com/privacy/ and www.positivechangegroup.com/privacy-notice.
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