Core Optimisation is a rapidly growing Google Premier Partner and Meta Business Partner digital agency and due to our continued growth, we are recruiting for aHead of Client Services.The right candidate must be passionate about digital and the delivery of exceptional customer experience. Our business is fast-paced, exciting and dynamic and we are looking for a flexible and driven individual who thrives in a busy environment.As Head of Client services there are 2 key areas of responsibility: Customer Performance and New Client BusinessResponsibilities:Customer PerformanceTeam Management / Leadership of the Account Management Departmento Responsible for team development, new hires identification and inductionRelationship Management and Client Retentiono 90% Retention targeto Build Strong relationships with key clients and be the escalation pointo Identification of Watch list clients and working with the team to ensure retention targets are hito Provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects / services / driving innovationClient Strategyo Gain a deep understanding of the client's needs and what they expect from our company at a macro level.o Develop strategies to grow existing accounts and ensure service is of a high qualityProcesso Establish more efficient processes across the Account Management Teamo Alleviating Friction points for clients and teamQuality Controlo Responsible for ensuring client work is of a consistently high standardCollaborationo Lead effective, efficient and best in class cross-functional interaction within the agency to deliver client successo Foster knowledge sharing across all disciplines to ensure collaborative and informed workUpsellso Drive Strategic upselling throughout the account management teamNew Client Pitches· Support the Business Development team to develop and present persuasive pitches to potential clients or customers.· Collaborate with cross-functional teams to tailor pitches to the specific needs of prospective clients.· Feed into the preparation and delivery of presentations, proposals, and other materials to showcase the company's capabilities and solutions.· Develop the team's commercial confidence and acumen to upsell to existing clients.· Set targets for both pitches and upsells at department level.Requirements and Skillso 7 years Digital Marketing experienceo 2 years' experience leading a team with proven successo Excellent Communication Skillso Excellent Commercial Acumeno Customer Oriented with excellent interpersonal skillso Strong Problem-Solving Skillso Strong commercial leadership experience as well as operational experience.o Excellent People Leadership SkillsMission/Purpose: A strategic led digital performance agency delivering incremental growth for our clientsGrowth in Relationships and Growth in results must underpin our values and behaviors.