Client Services Director

CastleBell Recruitment; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A London-based scenic construction company seeks a Client Services Director to lead client relations and drive growth. This role involves strategic oversight and hands-on project delivery, ensuring client satisfaction from initial brief to completion. The ideal candidate will have senior-level experience in client services, excellent communication skills, and a proven track record in business development. Join a creative team dedicated to delivering exceptional quality and innovative solutions.

Benefits

Competitive salary

Performance-based bonus scheme

28 days annual leave plus bank holidays

Training and professional development opportunities

Creative and collaborative work environment

Qualifications

• Senior-level experience in client services within the events and entertainment industry.
• Proven success in managing and growing client accounts.

Responsibilities

• Develop and implement client relationship strategies aimed at retention and growth.
• Identify and pursue new business opportunities through networking.
• Negotiate contracts and service agreements with clients.

Skills

Communication

Leadership

Strategic Planning

Business Development

Attention to Detail

Tools

CRM Systems

Job description

About the Company

This London-based scenic construction and production company specialises in bringing ambitious creative visions to life. Operating from a 58,000 square foot facility, a core team of over 55 permanent staff—supported by a trusted network of freelancers—collaborates with designers and creative professionals across theatre, events, exhibitions, retail, and media production. Since 2011, the company has built a strong reputation for technical excellence, creative problem-solving, and authentic collaboration. Known for working closely with clients to maximise value within budget constraints, the team consistently delivers exceptional quality from concept through to final installation. As the industry evolves, the company continues to push boundaries and explore innovative solutions, driven by the belief that impossible is just an illusion.

Role Overview

The Client Services Director will lead a newly established function focused on building and maintaining strong client relationships. This role blends strategic oversight with hands-on project delivery, ensuring client needs are met from initial brief through to completion. The successful candidate will drive growth across existing accounts and contribute to wider business development efforts by nurturing new opportunities and supporting the company’s acquisition strategy. This role requires a confident leader capable of defining a clear vision for client services while building processes that consistently deliver high standards of service and value.

Key Responsibilities

● Develop and implement client relationship strategies aimed at retention and growth

● Identify and pursue new business opportunities through networking and targeted outreach

● Expand existing client accounts through strategic cross- and upselling

● Build and maintain strong, long-term relationships with key stakeholders

● Create and manage detailed account plans in collaboration with senior leadership

● Represent the company at trade shows, exhibitions, and industry events

● Prepare and deliver persuasive pitches and proposals to prospective clients

● Lead client meetings and presentations with confidence and professionalism

● Negotiate contracts and service agreements with clients

● Oversee the onboarding of new clients and ensure ongoing account success

● Act as a senior point of contact for client concerns and escalations

● Collect and analyse client feedback to inform account strategy and service delivery

● Serve as the internal voice of the client, ensuring their needs are met across teams

● Foster a client-first culture within the business by mentoring team members

● Collaborate closely with Project Management and Production teams to ensure project excellence

● Support marketing efforts with strategic input to position the company competitively in the market

Skills and Experience

● Senior-level experience in client services within the events and entertainment industry

● Excellent communication and interpersonal skills

● Demonstrated leadership experience

● Previous experience in a production-focused environment (desirable)

● Proven success in managing and growing client accounts

● Strong strategic, business development, and planning capabilities

● Ability to understand and align with client objectives

● Proficiency with CRM systems

● Resilience under pressure in a fast-paced environment

● Ability to work independently and lead a team with accountability

● Strong attention to detail and commitment to high-quality outcomes

Benefits

● Competitive salary

● Performance-based bonus scheme

● 28 days annual leave plus bank holidays

● Training and professional development opportunities

● A creative and collaborative work environment with a supportive culture