Head of Client Services

ABOUT THE ROLE

The Head of Client Services (CS) is a senior leadership role responsible for overseeing the strategic direction, growth, and operational excellence of the Client Services function. Positioned above the Client Services Directors (CSDs), this role acts as the key driver of CS strategy, representing the voice of the client services team both internally and externally. The Head of CS will play a pivotal role in business planning, team development, and process improvement, ensuring alignment with the company’s commercial objectives.

KEY ROLE RESPONSIBILITES

·       Demonstrate strong decision making in line with company goals, social, and environmental best practice

·       Strategic Leadership:

o  Develop and implement the overarching Client Services strategy, ensuring alignment with the company's growth objectives and market positioning.

o  Support the Managing Director (MD) in business planning, contributing to the commercial strategy, team structure, and process optimization.

o  Collaborate with senior leadership to set and achieve ambitious growth targets across all client service teams.

·       Voice of Client Services:

o  Act as the primary advocate for the Client Services function, representing the team’s interests and achievements internally within the company and externally at industry events.

o  Build strong relationships with key clients and stakeholders, serving as the senior point of contact for escalations and strategic discussions.

·       Team Development and Support:

o  Provide leadership and support to the Client Services Directors (CSDs), ensuring they have the tools and guidance needed to drive performance within their teams.

o  Focus on the continuous development of the Client Services team, fostering a culture of excellence, collaboration, and innovation.

o  Ensure that the team structure is optimized for scalability and efficiency, addressing any gaps or inefficiencies as they arise.

·       Commercial and Operational Excellence:

o  Oversee the commercial performance of the Client Services function, driving growth through strategic initiatives and process improvements.

o  Lead efforts to enhance documentation, processes, and workflows within the CS team, ensuring consistency, quality, and efficiency.

o  Work closely with cross-functional teams to ensure seamless execution of client strategies, with a focus on maximising client satisfaction and retention.

·       Market and Industry Engagement:

o  Stay ahead of industry trends and developments, sharing insights with the team and leveraging opportunities for innovation.

o  Represent the company at industry conferences, events, and client meetings, positioning the business as a leader in the market.

·       Performance Objectives:

·       Growth and Revenue:

o  Drive significant growth across all client service teams, with a focus on increasing revenue, client retention, and market share.

o  Support the MD in achieving commercial targets, including revenue growth, profitability, and market expansion.

·       Team Leadership and Development:

o  Ensure the Client Services team is fully equipped to deliver against their KPIs, with ongoing training, development, and support.

o  Lead initiatives to improve team structure and processes, resulting in a more agile, efficient, and client-focused organisation.

·       Client Advocacy and Satisfaction:

o  Act as the senior voice of the client, ensuring that feedback and insights are integrated into the company’s strategic planning and service delivery.

o  Maintain a high level of client satisfaction, with a focus on long-term relationships and value creation.

·       Process and Documentation:

o  Implement and oversee the standardization of processes and documentation within the CS function, ensuring best practices are consistently applied.

o  Drive continuous improvement initiatives, optimizing workflows and reducing inefficiencies across the team.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

ESSENTIAL REQUIREMENTS

·       Experience: 10+ years in a senior client services or account management role, with significant experience within the affiliate marketing or broader digital marketing industry.

·       Leadership: Proven track record in leading large teams, driving growth, and achieving commercial success.

·       Strategic Thinking: Ability to develop and implement strategic plans that align with business goals and drive measurable results.

·       Communication: Exceptional communicator, able to represent the company and the Client Services function with authority and insight at industry events.

·       Innovation: A forward-thinking leader who stays ahead of industry trends and is proactive in driving change and innovation within the team.

REWARD & RECOGNITION

We offer competitive salaries and a comprehensive benefits package, inclusive of:

• Health and wellbeing services; Private medical and dental insurance – Helping you to Prioritise your health with comprehensive coverage and support.
• Unlimited Wellbeing counselling and coaching through our 3rd party Spectrum.Life - Empowering you with limitless resources for mental health and personal growth.
• Free language lessons with ‘Super Duolingo access - Unlocking the world with complimentary language lessons and top-tier learning tools.
• Salary sacrifice scheme; cycle to work, technology, workplace nursery support - Making your life easier with flexible and beneficial financial arrangements and support.
• Future planning services; will writing, mortgage advice – Helping you build a secure future with expert guidance and planning assistance.
• Personal development training provided by company subject matter experts and external providers – Believing in you an nurturing your potential with tailored learning from industry leaders.
• Personal insurances; gadget, pet - Safeguarding what matters most, from your gadgets to your furry companions.
• Established Pension plan - Securing your tomorrow with a reliable retirement plan.
• Weekly ‘Friday Thank You’ program; an opportunity to thank your colleagues who have gone above and beyond - Fostering a culture of appreciation and recognition every week.
• And on top of all this 25 days holiday after 1 year of service - Enjoying well-deserved time off to recharge and explore new horizons.

ROLE LOGISTICS

·       Working hours: 40 per week

·       Working days: Monday – Friday

·       Job location: 3 days London Office (Mon, Thu, +1 other day), 2 days working from home

APPLY NOW

We encourage you to apply if this role excites you - even if you think you may not meet all the requirements.

At Webgains, we are a people first organisation, and we live by our core values. We are always looking for outstanding individuals with diverse backgrounds and perspectives who embody these values.

Webgains embraces equal opportunity in the workplace and in throughout the recruitment processes. We are committed to building a diverse and inclusive team of passionate and exceptional individuals. We welcome applications from all candidates regardless of your background.