Head of Client Services

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Job description

Diamond Search Recruitment are delighted to be representing our client, an exciting and fast paced agency, who are recruiting for a Head of Client Services. Join a highly successful team and be the lead to the account managers whom you will be strategically supporting and managing. The role is a permanent opportunity, with offices based in Folkestone, Kent. This position is hybrid, requiring either 2/3 days in the office.

The role - As Head of Client Services, you are a strategic leader dedicated to driving client satisfaction and operational excellence. Your leadership will ensure the growth and retention of client accounts, guiding the Account Management team to achieve the highest standards of service quality and commercial responsibility. You will foster continuous improvement and exceptional client satisfaction across all touchpoints.

The Head of Client Services will be required to do the following:
Account Strategy and Client Management:

• Lead and develop strategies to improve client retention and growth across all accounts.
• Work with the Finance team on contract renewals, ensuring long-term engagement.
• Set and manage performance targets for the AM team, aligning with Growth Director s targets.
• Manage resource planning for the AM team, ensuring efficient allocation and succession planning.
• Play a key role in client pitches, representing the company s expertise.

Leadership and Development:

• Inspire the Account Management team to deliver an outstanding client experience at every stage.
• Provide leadership to ensure team growth and professional development.
• Directly manage Account Directors, mentoring the wider AM team.

Client Support and Escalation:

• Handle escalations, acting as a key point of contact for high-value accounts.
• Oversee the adherence to best practices in delivering exceptional client journeys.

Internal Collaboration:

• Regularly report to the Associate Operations Director, ensuring thorough documentation.
• Collaborate with the Growth Director and Associate Client Services Director to identify opportunities and implement client feedback.
• Uphold governance on key business processes, including Asana and HubSpot administration.
• A 30% billable time target is expected, supporting key accounts directly.

The successful Head of Client Services should ideally be able to demonstrate the following:

• A passion & aptitude for Digital Marketing.
• Excellent internal and external communication skills, appropriate for the audience.
• Exceptional leadership abilities, with a focus on fostering a culture of excellence.
• Organisational skills to manage multi-disciplinary campaigns and client requirements.
• Excellent attention to detail and sense of initiative and personal responsibility.
• Keen ability to problem-solve and find solutions.
• Excellent command of G Suite applications.
• Proficiency with tools such as Google Analytics, Google Ads, SEMRush.
• Demonstrable experience in digital marketing, with a strong focus on client satisfaction.
• Excellent, up-to-date knowledge of Social Media platforms, both user-facing and technical skills.

The Head of Client Services will be rewarded with excellent company benefits and negotiable salary, depending on experience.

What are you waiting for? APPLY TODAY!

Diamond Search Recruitment is acting as an Employment Agency in regard to this vacancy.

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