Client Services Manager

The Work Perk; Greater London; On-site; GBP 32,000 - 48,000; Full time

Job summary

The Work Perk is seeking a Customer Service Manager to join our fast-paced team in London. You will lead client relations, coordinate cross-functional campaigns, and ensure top-tier service standards across all channels.

Responsibilities include managing campaign timelines, supporting marketing and design teams, resolving customer issues, and driving process improvements to boost customer satisfaction and retention.

Qualifications

• Proven working experience as a Customer Service Manager/Account Manager/Client Relations expert
• Campaign Management experience
• Experience in providing customer service support
• Excellent knowledge of processes and procedures
• Working knowledge of customer service software, databases and tools (Asana and Hubspot preferrable)
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• BS degree in Marketing, Business Administration or a related field

Responsibilities

• Work along side the Sales, Marketing, Design and Production team to ensure that client needs are being met.
• Support/ Create Campaign timeline management, external and internal, managing the execution of all campaigns efficiently.
• Support the marketing and design team for all campaigns, ensuring client briefs have been met and we are putting our best work forward to clients.
• Support the marketing team in campaign ideation to best support our client partners
• Take ownership of customers issues and follow problems through to resolution
• Update service procedures, policies and standards when needed
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Attending client meetings and industry exhibitions as and when required
• Maintain an orderly workflow according to priorities

Skills

Customer service management

Campaign management

Client relations

Communication skills

Strategic thinking

Leadership

Education

Bachelor degree in Marketing or Business

Tools

Asana

HubSpot

Job description

Our Client Service Managers are to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to make sure our organisation meets their expectations.

They are responsible for managing our amazing brand partners, and collaborating with our internal teams to execute our product sampling campaigns - this role would best suit someone who loves a fast-paced environment, loves communication and isn't afraid to step up and lead the way.

Responsibilities

• Work along side the Sales, Marketing, Design and Production team to ensure that client needs are being met.
• Support/ Create Campaign timeline management, external and internal, managing the execution of all campaigns efficiently.
• Support the marketing and design team for all campaigns, ensuring client briefs have been met and we are putting our best work forward to clients.
• Support the marketing team in campaign ideation to best support our client partners
• Take ownership of customers issues and follow problems through to resolution
• Update service procedures, policies and standards when needed
• Keep accurate records and document customer service actions and discussions
• Analyse statistics and compile accurate reports
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilise assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget
• Attending client meetings and industry exhibitions as and when required
• Maintain an orderly workflow according to priorities

Requirements

• Proven working experience as a Customer Service Manager/ Account Manager/ Client Relations expert
• Campaign Management experience
• Experience in providing customer service support
• Excellent knowledge of processes and procedures
• Working knowledge of customer service software, databases and tools (Asana and Hubspot preferrable)
• Ability to think strategically and to lead
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• BS degree in Marketing, Business Administration or a related field