Head of Client Services – Content/Copywriting Agency
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Job Purpose
As Head of Client Services, you’ll lead and mentor our busy client services team to maintain the highest levels of client partnership, creative excellence and commercial performance. You’ll take ownership of driving growth across our existing client base, understand deep relationships that span multiple sectors, spot opportunities to expand work and play a key role in winning new clients through pitching and networking. Crucially, you’ll be accountable for the commercial health of our portfolio – monitoring utilisation, recoverability and profitability to ensure we price, package and deliver work effectively for clients and sustainably for the agency.
Accountabilities
* Build deep, long‑term partnerships with our clients.
* Personally lead key client relationships.
* Oversee the management of our client portfolio, ensuring we deliver quality work on brief, on time and on budget.
* Lead our client development programme to ensure we effectively cross‑sell and upsell services to existing clients.
* Develop robust formal and informal programmes to assess and monitor client satisfaction on an ongoing basis.
* 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 and in line with agreed estimates.
* Monitor and analyse utilisation, recoverability and project profitability, using insights to identify risks and opportunities.
* Work with the team to embed process improvements that drive efficiency, scalability and profitability.
* Translate financial and utilisation data into clear actions and coach the team on best practices for managing scope, budgets and timelines.
* Champion a culture of commercial awareness across the client services function.
People Management
* Lead, inspire and develop a high‑performing Client Services team, fostering accountability, collaboration and continuous improvement.
* Provide clear objectives, coaching and regular feedback to achieve performance goals.
* Oversee resource allocation, workload balance and professional development to support client needs and employee growth.
* Drive talent management initiatives including recruitment, onboarding, succession planning and retention.
* Champion employee engagement and wellbeing, creating an inclusive environment.
* Manage performance issues proactively and fairly, ensuring compliance with company policies and employment legislation.
Business Management
* Report on client results, risks and opportunities during monthly Senior Management Team meetings and drive actions.
* Alongside the CEO, lead recruitment and induction of new team members.
* Ensure live contracts are in place for all clients in collaboration with the Commercial team.
* Review loading with the team, mitigate challenges and maximise utilisation, productivity and profitability.
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 (Senior Account Director+).
* Content management and 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, 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 value of language to businesses.
* Ability to influence, inspire and support team members and retain talent.
* Strategic thinking, aware of client challenges and adept at finding viable solutions.
* Energetic, proactive focus on delivering business outcomes.
* Detail‑oriented and well‑organised.
* Calm and rational under pressure, professional and well‑mannered.
* Confident and enthusiastic with a love of client meetings and conversation.
* Strong sense of team membership and accountability.
* Global clients may require out‑of‑hours calls and meetings; flexibility and some travel (UK) 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, content writing and language consultancy. We focus on the effect our words have on readers, helping clients increase reach, launch products, build trust and stand apart. We work globally, writing annual and sustainability reports for clients in financial services, logistics, technology, retail and healthcare. As part of the Positive Change Group, we partner with leading brands to inspire trust, build relationships and create long‑term value.
About The Positive Change Group
Stratton Craig is part of the recently founded Positive Change Group, a collective of specialist agencies dedicated to helping bold businesses spark positive change. The Group, founded in 2022, consists of three agencies:
* Stratton Craig Content Strategy
* Black Sun Global Stakeholder Engagement
* People Made Brand and Culture
Join Us
Joining Stratton Craig and the Positive Change Group means becoming part of an inclusive, dynamic community where your talents are nurtured and your career can thrive. With competitive salaries, hybrid working and continuous professional development, you’ll grow professionally and make a difference each day.
Equal Opportunity & EEO Statement
We pride ourselves on offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a culture where ideas and decisions from all people help us grow, innovate and create the best work. We welcome applicants from all backgrounds and will make reasonable adjustments to the recruitment process to support your comfort and ability.
Contact & Further Information
Website: www.strattoncraig.com
Positive Change Group: www.positivechangegroup.com
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