Head of Client Services

Harrison Scott Associates; City of Westminster; On-site; GBP 125,000 - 150,000; Full time

Job summary

A high-growth print business in the United Kingdom seeks a Head of Client Services to define a best-in-class customer experience strategy. This high-impact role involves leading a large team and driving service excellence through a customer-centric approach, analytics, and innovative technologies. The ideal candidate will possess strong leadership skills, experience in customer service functions, and a track record of delivering effective customer experience strategies. The role offers the chance to significantly influence customer engagement at a board level.

Qualifications

• Proven experience leading customer service or customer experience functions in fast-paced environments.
• Strong track record of developing and delivering customer experience strategies.
• Deep understanding of CRM systems and customer support platforms.

Responsibilities

• Define and lead a customer experience strategy that differentiates the business in the market.
• Own the full customer journey across digital and human touchpoints.
• Drive continuous improvement through data, insight and customer feedback.

Skills

Leadership

Customer Experience Strategy

Analytical Skills

CRM Systems Knowledge

Collaboration

Tools

Data Analytics Tools

Customer Support Platforms

Job description

An award-winning, high-growth print business is entering its next phase of expansion — and customer experience sits at the heart of that ambition.

Producing millions of printed items each year for customers ranging from fast-growing SMEs to major corporates, the business has ambitious growth plans and continues to invest heavily in technology, innovation and people. Recognised by the industry for excellence in vision, values and performance, the company has established itself as a market leader — with customer experience positioned as a core differentiator in a highly competitive sector.

We are seeking a Head of Client Services to join the senior leadership team and take ownership of the end-to-end customer journey.

The Opportunity

Reporting directly to the CEO, this is a high-impact, hands‑on leadership role where you will define and deliver a best‑in‑class customer experience strategy. You will shape how customers interact with the business at every touchpoint, turning service excellence into a genuine commercial advantage.

You will lead a large team of people across customer service and key account management, building a high‑performance, customer‑obsessed culture. Working closely with the Sales Director, you will ensure seamless onboarding of new customers, maximise lifetime value, and drive revenue through exceptional service and relationship management.

A key part of the role will be leading the evolution of an AI‑enabled customer service platform, delivering real‑time quotations and order updates, and enabling the business to scale efficiently without compromising service quality. Data, insight, automation and technology will be central to how you succeed.

Key Responsibilities

• Define and lead a customer experience strategy that differentiates the business in the market
• Own the full customer journey across digital and human touchpoints
• Lead, develop and inspire a multi‑disciplinary customer team
• Partner with Sales, Operations and Technology to ensure joined‑up execution
• Drive continuous improvement through data, insight and customer feedback
• Champion AI, automation and system optimisation to support scalable growth

What We’re Looking For

• Proven experience leading customer service or customer experience functions in fast‑paced environments
• A strong track record of developing and delivering customer experience strategies
• Highly analytical and data‑driven, with confidence turning insight into action
• Deep understanding of CRM systems, customer support platforms and live chat environments
• Experience working closely with technology teams to improve systems and processes
• Strong leadership and people management skills, with experience managing larger teams
• The ability to collaborate effectively across sales, operations and technology
• Experience in manufacturing or print would be advantageous, but not essential

Personal Attributes

• Bold, ambitious and growth‑minded
• A natural leader who inspires trust, momentum and accountability
• Strategic in outlook, with the ability to execute at pace
• Comfortable navigating change, innovation and evolving technologies
• Passionate about developing people and delivering exceptional customer outcomes

Why Join?

This is a rare opportunity to shape customer experience at board level within a successful, award‑winning business that genuinely values innovation, collaboration and service excellence. You will have the influence, backing and resources to make a lasting impact — and to define how customer experience drives the next phase of growth.