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 a
Head 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 Business
Responsibilities:
Customer Performance
Team Management / Leadership of the Account Management Department
o Responsible for team development, new hires identification and induction
Relationship Management and Client Retention
o 90% Retention target
o Build Strong relationships with key clients and be the escalation point
o Identification of Watch list clients and working with the team to ensure retention targets are hit
o Provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects / services / driving innovation
Client Strategy
o 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 quality
Process
o Establish more efficient processes across the Account Management Team
o Alleviating Friction points for clients and team
Quality Control
o Responsible for ensuring client work is of a consistently high standard
Collaboration
o Lead effective, efficient and best in class cross-functional interaction within the agency to deliver client success
o Foster knowledge sharing across all disciplines to ensure collaborative and informed work
Upsells
o Drive Strategic upselling throughout the account management team
New 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 Skills
o 7 years Digital Marketing experience
o 2 years' experience leading a team with proven success
o Excellent Communication Skills
o Excellent Commercial Acumen
o Customer Oriented with excellent interpersonal skills
o Strong Problem-Solving Skills
o Strong commercial leadership experience as well as operational experience.
o Excellent People Leadership Skills
Mission/Purpose
: A strategic led digital performance agency delivering incremental growth for our clients
Growth in Relationships and Growth in results must underpin our values and behaviors.