Major Players are partnering with a boutique marketing agency to recruit for a Client Services Lead. As head of the division, you will oversee the delivery of exceptional client experience, strategic excellence, and commercial performance across a diverse portfolio of hospitality, luxury and lifestyle brands, to ensure best-in-class marketing. Working across digital, social and PR divisions, you will play a key role in managing client relationships and driving account growth.
This is a pivotal role to shape how the agency deliver marketing excellence for some of the most exciting names in hospitality. You must be an experienced, commercially minded marketing leader with a strong grounding in hospitality and a passion for delivering measurable impact. You'll bring a blend of strategic vision, client leadership, and operational excellent with the ability to lead and inspire teams.
Responsibilities:
* Lead, mentor and develop the Client Services team to deliver consistently high standards of account management and strategic consultancy.
* Be a confident member of the leadership team, shaping agency vision, process evolution, and growth strategy.
* Forecast, plan and report on account profitability and client satisfaction.
* Be the lead point of contact for clients, building trusted relationships and ensuring that the team seamlessly deliver all campaigns.
* Oversee resource planning, team structure, and workflow to support agency growth and client retention.
* Oversee end-to-end delivery of multi-channel, integrated campaigns, with a spotlight on sales-driving tactics, brand visibility, and business performance.
* Identify opportunities for organic growth within existing accounts and contribute to new business development through strategic input and senior-level relationship building.
* Leverage your knowledge of CRM platforms, reservation systems, and in-venue marketing to recommend strategies that drive measurable ROI.
* Apply experience with tools such as OpenTable, SevenRooms, ResDiary and Mailchimp to support performance-based marketing.
* Stay up to date with restaurant marketing trends, digital innovation, and evolving consumer behaviour to bring diverse and innovative ideas to the client portfolio.
Experience required:
* Proven experience leading client services, marketing, or strategy functions within an integrated agency or multi-site hospitality brand.
* A solid understanding of the hospitality industry's commercial drivers, including seasonal promotions, local marketing, and loyalty campaigns.
* Excellent leadership and team development skills, with a track record of motivating and upskilling account or marketing managers. You must have previous management experience.
* Confidence in managing senior client relationships, with the ability to provide consultative advice and strategic guidance.
* Hands-on experience using CRM tools (e.g. Mailchimp, Klaviyo) and reservation platforms (e.g. SevenRooms, OpenTable, ResDiary).
* A commercial mindset and confidence in linking marketing to measurable performance indicators.
* Exceptional communication and stakeholder management skills.
* Strong project management capabilities and a proactive, problem-solving approach.
Role details:
Start date: As soon as possible
Hours: Full time
Salary: £50,000-60,000 depending on experience
Office Location: West London
Office requirements: 3 days per week in the office
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