We are looking for an experienced Head of Client Services who can take overall responsibility for the departmental level of service to all clients that exceeds their expectations, and instills total confidence in the client regarding the handling of their accounts, projects and campaigns.
Six & Flow is a B2B marketing agency, delivering inbound, and ABM solutions to our dynamic client base. We have one of the strongest UK-based partnerships with HubSpot, currently holding an Elite level.
We are looking for an enthusiastic and passionate individual to join our growing team, ideally based in Manchester but we're open to remote team members based anywhere in the UK, provided they are willing to travel to the Head Office in Manchester at least 3 times per month.
The role of the Head of Client Services is similar operationally to that of an Account Director but with an increased level of management responsibility, accountability and financial reporting. The Head of Client Services will take overall responsibility for the departmental level of service to all clients that exceeds their expectations and instills total confidence in the client regarding the handling of their accounts, projects and campaigns.
You will take a proactive approach, leading the team to drive client growth through exceptional service delivery. You will put the client at the forefront of your decision making whilst also having a commercial mindset. You will be expected to continuously look for improvements and drive change by seeking innovative ways of working, new processes and evolving our approach to client services, staying ahead of the curve and up to date with trends in digital and marketing arenas.
You will manage a team of Customer Success Managers, supporting them in their daily work and act as a mentor and coach to facilitate their development and progression in the agency. You are responsible for identifying skills gaps and ensuring your team is continually developing and improving their skillset.
You will work alongside the Strategy Director to feed into the overall strategic direction and implement new outlined services or processes, you will also work alongside our Head of Delivery to ensure consistency across both delivery and client experience.
As Head of Client Services you will be expected to represent the agency in a professional manner and to assist in establishing the credibility of the agency in line with the mission to provide high-quality service and output ranging from inbound marketing to conversational marketing, from sales enablement to CRM implementation.
To oversee and manage a departmental level of service to the client that exceeds their expectations, instils total confidence in the client regarding the strategic and logistic handling of their accounts, projects and campaigns
Knows the status of the campaigns and the overall health of the Client
Has an in-depth understanding of the client’s product, the market in which that product is sold and the various target audiences at whom the communications are aimed, attending market research as required
Provides an effective bridge between the client and the agency, and where necessary, other departments within the agency
Is accessible to clients and the agency and provides solutions or undertakes to find solutions where appropriate
Has responsibility for forward planning – is able to take the lead and responsibility for the Client Services team and manages to head off any problems personally or knows when to pull the management team together to plan for dealing with any issues before they happen
Builds relationships with each level of client management and manages relationships efficiently to ensure their faith in the agency and the abilities of account handling.
Sets and manages the expectations of the client and the team in terms of agency deliverables.
Seeks to uphold the agency process at all times and actively encourages and ensures the members of Client Services team adhere to the process.
Is able to identify and make recommendations for adapting the agency process in consultation with the management team and the managing director.
Understands client processes and timelines and integrates these with agency processes.
Able to maintain and set agency internal standards, ensures strategy and creative work presented is on strategy and is an appropriate response to the brief.
Ensures clients communications are up-to-date (estimates, contact reports, timelines, billing etc) in line with the agency process.
In conjunction with the account team prepares deliverable timelines, consulting with other agency departments and considering workload and priorities.
In conjunction with the account team, captures timing plans and promptly updates changes.
In conjunction with the Client Services and Delivery teams, delivers to agreed deadlines, personally and by internal/external chasing.
In conjunction with the account team, keeps Client updated on timelines and status
Ensures all discussions and action points are captured and agreed with the client in a contact report within 48 hrs.
Manages the team internally to work efficiently and effectively to agreed financial targets and overhead constraints
Motivates and engages the team to foster a positive working environment
Actively facilitate development and build capabilities for your team and across the business through training and mentoring, providing opportunities to learn and practice new skills.
Reviews profitability of account in terms of estimates, agency hours worked, etc. and manages appropriately.
Is proactive in flagging problems with job profitability and re-estimating where appropriate.
Proactively makes suggestions about improvement to processes that will help to manage the overall profitability of projects and the agency.
Up-sells profitable solutions to clients and monitors job profitability in line with agency targets.
Is an active member of the new business pitch team and leads the internal new business team in the search for new business.
Actively seeks to identify opportunities for organic growth and new business.
Is a regular contributor to new business meetings and liaises effectively with the Business Development team (where appropriate) to ensure implementation of plans
Maintains company intelligence on clients: key brands, incumbent agencies, dissatisfaction rumours, future launches, influential players.
Attending events and representing Six & Flow as a brand
Dependent on experience
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