Location
Location: Nottingham (with occasional travel)
Salary
Salary: £60,000 – £70,000 per annum (negotiable depending on experience)
Hours
Hours: 37.5 hours per week, Monday to Friday (flexibility required)
Holiday
Holiday: 22 days annual leave plus Bank Holidays
Role Overview
Head of Client Services to lead client delivery across the Nottingham facility. A senior leadership role responsible for overseeing all aspects of client service, account management, and commercial performance. Lead and develop a high‑performing Client Services team, build strong strategic client relationships, and ensure exceptional service delivery that drives retention and revenue growth.
Key Responsibilities
* Client Leadership & Strategy
o Set the vision, structure, and standards for account management across the business
o Act as senior point of contact for key and strategic clients
o Develop long‑term client partnerships and strategic account plans
o Lead executive‑level client onboarding and senior relationship management
o Manage client feedback, escalations, and high‑level issue resolution
* Team Leadership & Development
o Lead, mentor, and develop the Client Services team
o Recruit, onboard, and retain high-performing talent
o Conduct performance reviews, training plans, and succession planning
o Foster a collaborative, client‑first culture
* Service & Operational Excellence
o Oversee daily client operations and service delivery standards
o Ensure projects are delivered on time, within scope, and to quality expectations
o Monitor customer satisfaction, delivery performance, and service metrics
o Use data and insights to drive continuous service improvement
* Commercial & Business Growth
o Own commercial performance across accounts, including revenue growth and retention
o Monitor account profitability and financial performance
o Identify and deliver upselling, cross‑selling, and new business opportunities
o Work closely with Sales, Creative, Operations, and Senior Leadership to align strategy
o Contribute to service proposition development and overall business planning
Essential Skills, Knowledge & Experience
* Proven experience in senior client or customer management roles
* Strong track record managing key accounts and senior client relationships
* In‑depth knowledge of Direct Mail and Transactional Mail processes and applications
* Strong leadership skills with experience developing and managing teams
* Commercially astute with strong financial and analytical capabilities
* Excellent communication and stakeholder management skills
* Ability to operate effectively in a fast‑paced, ambiguous environment
* Confident influencing at all levels, including senior leadership
* Proficient in Microsoft Office
Desirable
* Knowledge of data, web, and lithographic printing and finishing
* Experience with account growth strategies and revenue expansion
* Strong client‑facing presentation and pitching experience
* Understanding of wider business functions including HR, Finance, IT, and Supply Chain
Why Apply?
* Senior leadership role with strategic influence
* Opportunity to shape client services at a business‑wide level
* Competitive salary with flexibility for the right candidate
* Work within a collaborative and forward‑thinking organisation
Contact
For more information or to apply, please send your CV to kirstie.oxlade@pin-point.co.uk.
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