The Head of Client Services is a senior leadership role responsible for overseeing the Client Services department, ensuring the highest level of service delivery to clients. The individual will lead a team of client service professionals, develop strategies to enhance satisfaction, and collaborate with other departments for seamless service. Reporting to the Managing Director, this role involves implementing processes and structures to improve client-facing and internal operations, driving business growth.
Leadership & Management:
* Lead, mentor, and develop a high-performing Client Services team, fostering a culture of excellence and continuous improvement.
* Set performance expectations, conduct reviews, and provide ongoing feedback.
* Collaborate with HR on recruitment and onboarding.
* Contribute to the management team alongside other department heads.
Client Relationship Management:
* Ensure excellent service, maximize revenues, and minimize churn by building strong client relationships.
* Develop client engagement strategies and monitor satisfaction metrics.
* Manage key accounts with spend levels exceeding £500k annually.
Strategic Planning & Execution:
* Align Client Services strategy with business objectives.
* Identify and implement process improvements.
* Coordinate with Sales, Marketing, and Product Development.
* Stay informed on industry trends and contribute to product strategies.
* Manage budgets, monitor financial performance, and contribute to revenue targets.
Planning, Reporting & Analysis:
* Support media planning and client retention efforts.
* Track KPIs and ensure data accuracy in HubSpot.
* Prepare reports on department performance and client trends.
* Utilize data insights for strategic decisions.
Service Delivery Efficiency:
* Meet SLA targets and response times.
* Review and improve processes for efficiency and cost reduction.
* Prioritize tasks and delegate effectively.
Cost Management:
* Maintain department within budget while ensuring quality.
Team & People Management:
* Oversee workload distribution and ensure clear job descriptions.
* Hold regular one-on-one meetings.
* Support training and development.
* Foster a motivated, innovative, and collaborative team environment.
* Address people concerns promptly.
Additional Skills & Competencies:
* Leadership, motivation, and team development.
* Client relationship building and tailored solutions.
* Excellent communication and negotiation skills.
* Strategic thinking and business acumen.
* Data analysis and decision-making.
* Operational management, project management, and process optimization.
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