Overview
We are seeking an experienced Head of Client Services to lead and scale our client function within a fast-growing TikTok marketing agency. This is a senior leadership role responsible for client satisfaction, strategic delivery and the development of a high-performing team.
The ideal candidate brings deep TikTok and social media marketing industry experience, excels at stakeholder management and is confident in balancing strategy, operations and people leadership. You will act as the senior client advocate within the agency, ensuring exceptional delivery while driving long-term commercial growth.
Key Responsibilities
Client Leadership & Relationship Management
* Own and oversee senior client relationships, acting as the primary escalation point
* Build trusted partnerships with clients, understanding their commercial goals and translating them into effective TikTok strategies
* Lead conflict management and issue resolution, handling challenging conversations with confidence and professionalism
* Ensure consistently high levels of client satisfaction, retention and account growth
* Lead strategic planning across all client accounts, ensuring campaigns align with client objectives and platform best practices
* Partner with Strategy, Creative and Paid Media teams to deliver integrated TikTok-first solutions
* Guide clients on platform innovation, trends and performance insights
* Support pitch work, proposals and strategic input for new business opportunities
Project & Delivery Management
* Oversee project management frameworks to ensure campaigns are delivered on time, on budget, and to scope
* Identify risks, manage dependencies and ensure clear communication across internal teams
* Continuously improve delivery processes, workflows and ensure consistent standards across all client outputs and reporting
* Line manage and develop a growing team, including Account Managers and Department Managers
* Set clear expectations, KPIs, and development plans for direct reports whilst mentoring team members, supporting career progression and performance management
Commercial & Operational Oversight
* Own client forecasting, capacity planning and revenue accountability in partnership with leadership
* Identify opportunities for account expansion and upselling
* Contribute to leadership decisions, shaping future business growth
Experience
* 5+ years of experience client services or account leadership role within a TikTok, social, influencer, or digital marketing agency
* Proven track record of managing and growing high-value client accounts
* Strong conflict management and negotiation skills
* Demonstrated experience in strategy development and campaign planning
* Excellent project management and operational skills
* Experience line managing and scaling teams
* Strong commercial acumen with experience owning revenue targets or forecasts
What we can offer you…
* 25 days annual leave (+ bank holidays)
* Birthday day off
* Hybrid working environment
* Monthly well-being activities
* Access to professional support and mentoring
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