Clients Services Director

Illusion Design and Construct Ltd; Greater London; On-site; GBP 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Client Services Director, where you'll lead client relationships and drive business growth. This role blends high-level relationship management with practical execution, ensuring exceptional service delivery. You'll develop strategies to enhance client retention, pursue new business opportunities, and collaborate with teams to deliver outstanding results. If you're passionate about creating extraordinary experiences and thrive in a dynamic environment, this is the perfect opportunity for you to make a significant impact.

Benefits

Performance based bonus scheme

28 days annual leave plus bank holidays

Opportunities for training and career advancement

Positive and creative work environment

Qualifications

• Experience in senior client management within events and entertainment.
• Proven track record of managing and growing accounts successfully.

Responsibilities

• Develop client relationship strategies to maximize retention and growth.
• Lead business development efforts and nurture prospective client relationships.
• Oversee client onboarding and manage accounts effectively.

Skills

Client Relationship Management

Business Development

Strategic Planning

Team Leadership

CRM Systems Proficiency

Communication Skills

Interpersonal Skills

Negotiation Skills

Problem Solving

Attention to Detail

Tools

CRM Software

Job description

Illusion Design & Construct is a London-based scenic construction and production company, specialising in turning ambitious creative visions into reality. From our 58,000 square foot facility, our team of 55+ permanent staff and trusted network of freelancers collaborate with designers and creative teams worldwide across theatre, events, exhibitions, retail, and media production. Since 2011, we've built our reputation on technical excellence, creative problem-solving, and genuine collaboration. We work closely with clients to maximise value and impact within budget constraints, while maintaining exceptional quality standards at every stage - from initial concept through to final installation. As our industry evolves, we continue to push boundaries and explore innovative solutions, guided by our founding belief that impossible is just an illusion.

Role Overview

The Client Services Director will establish and lead a pivotal new function at Illusion, serving as the cornerstone of our client relationships.

This role combines high-level relationship management with practical execution, overseeing client projects from conception through delivery while driving measurable growth across existing accounts. Beyond maintaining and deepening current client partnerships, the CSD will play an instrumental role in business development—nurturing prospective client relationships and collaborating with marketing to strengthen our acquisition strategy.

Success in this position requires a leader who can both architect the vision for Illusion's client services and build the framework to deliver exceptional results that align with our clients' objectives.

Key Responsibilities

• Develop and execute comprehensive client relationship strategies to maximise client retention and growth
• Actively pursue and develop new business opportunities by identifying potential client prospects through strategic networking and conducting business development outreach
• Actively seek out new opportunities within our existing client portfolio by cross and upselling to grow accounts
• Establish and maintain strong relationships with all key client contacts
• Produce and update detailed account plans to share with the Directors
• Attend all relevant trade shows, exhibitions and industry events, positively representing Illusion and promoting the services we can offer
• Prepare compelling proposals and pitches that highlight Illusions’ expertise
• Present and lead client meetings and presentations
• Leading negotiation of client contracts and service agreements.
• Oversee the new client onboarding process, and ensure accounts are managed effectively
• Act as a point of escalation for all client contacts, dealing with any issues or concerns promptly
• Gather and analyse client feedback, including satisfaction metrics, to inform strategic improvements and any necessary adjustments to account plans
• Represent our clients internally, ensuring their needs are met
• Instill a client-centric culture within the business, coaching and mentoring others to adopt principles that focus on client needs and support client retention efforts
• Collaborate with our Project Management and Production departments to ensure the highest standards of delivery are met
• Input into the company’s marketing efforts, making strategic recommendations to position Illusion as supplier of choice within the market.

Skills and Experience

• Relevant experience in a senior client management role within the events and entertainment sector
• Exceptional communication and interpersonal skills
• Experience of leading a team
• Experience working within a production-focused organisation / industry sector (desirable)
• Proven track record of successfully managing and growing accounts
• Strong leadership, strategic planning and business development skills
• Proven ability to understand and immerse yourself in clients' businesses and their objectives
• Proficient in CRM systems
• Ability to work effectively under pressure, in a fast paced environment
• Ability to work autonomously (taking responsibility for your work and that of your team)
• A pride and attention to detail in the work that you do

What’s in it for you?

• Performance based bonus scheme
• 28 days annual leave plus bank holidays
• Opportunities for training and career advancement
• A positive and creative work environment with a team-oriented culture.

Join us in creating extraordinary experiences where impossible is just an Illusion

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Entertainment Providers

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