Head of Client Services

Chesamel Group; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading company in business consultancy seeks a Head of Client Services to oversee client relationship management and service delivery. This executive role involves developing strategies for client satisfaction, leading a high-performing team, and collaborating across departments to enhance client experiences. The ideal candidate will have extensive experience in client services, strong leadership skills, and a background in marketing or consultancy.

Qualifications

• 8+ years of experience in client services or account management.
• 5+ years of experience in people management and team leadership.

Responsibilities

• Develop and execute client service strategies for satisfaction and retention.
• Lead and mentor the client services team to meet service level agreements.

Skills

Leadership

Strategic Planning

Client Relationship Management

Problem-Solving

Communication

Negotiation

Education

Bachelor's degree in Business

Bachelor's degree in Marketing

Bachelor's degree in Communications

Tools

CRM systems

Job description

HEAD OF CLIENT SERVICES - CHESAMEL GROUP Position Overview

The Head of Client Services at Chesamel Group is responsible for overseeing all aspects of client relationship management and service delivery to ensure exceptional client satisfaction and retention. This senior leadership position develops and implements client service strategies that align with Chesamel's organisational goals while building and maintaining a high-performing client services team. As a key member of Chesamel's leadership team, you will be instrumental in driving the company's reputation for excellence in marketing, digital transformation, and business consultancy services.

Key Responsibilities

• Develop and execute comprehensive client service strategies that drive client satisfaction, retention, and growth within Chesamel's marketing, digital transformation, and business consultancy services
• Lead, mentor, and develop the Chesamel client services team to meet and exceed service level agreements and client expectations
• Establish and monitor key performance indicators for client service quality, efficiency, and satisfaction aligned with Chesamel's performance standards
• Foster strong relationships with key Chesamel clients through regular communication and strategic engagement
• Collaborate with Chesamel's sales, marketing, operations, and consulting teams to ensure seamless client experiences across all touchpoints
• Resolve complex client issues and escalations with appropriate solutions while maintaining relationship integrity and upholding Chesamel's reputation
• Analyse client feedback and data to identify trends, areas for improvement, and growth opportunities for Chesamel services
• Create and maintain client service protocols, best practices, and standardised processes that reflect Chesamel's commitment to excellence
• Provide regular reporting to Chesamel executive leadership on client service performance metrics and strategic initiatives
• Participate in contract negotiations and renewal discussions for key accounts, helping to expand Chesamel's client portfolio
• Represent Chesamel at industry events and contribute to thought leadership initiatives

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field
• 8+ years of progressive experience in client services, account management, or customer success roles, preferably in marketing, digital transformation, or business consultancy sectors
• 5+ years of experience in people management and team leadership
• Proven track record of building and maintaining successful client relationships in B2B professional services
• Strong agency background or significant experience working with large organisations
• Experience managing complex service delivery for enterprise-level clients
• Strong business acumen and understanding of marketing, digital transformation, and business consultancy trends
• Excellent communication, negotiation, and conflict resolution skills
• Experience with CRM systems and data analysis for client insights
• Strategic thinking with ability to translate Chesamel's vision into actionable plans
• Experience managing client relationships in a consultancy or agency environment
• Knowledge of marketing technology, digital transformation processes, and business consulting methodologies is highly desirable

Bonus Qualifications

• Experience across multiple domains: consulting, technology businesses, and advertising
• International client management experience
• Experience with digital transformation initiatives in large enterprises
• Industry certifications in project management, service delivery, or relevant technical areas
  

Required Skills

• Leadership and team development
• Strategic planning and execution
• Client relationship management
• Problem-solving and conflict resolution
• Communication and presentation skills
• Financial acumen and budget management
• Project management
• Data analysis and reporting
• Change management
• Industry and market knowledge
• Stakeholder management and cross-functional collaboration
• Negotiation and relationship-building

Success Metrics

• Client retention rate and expansion revenue
• Client satisfaction scores
• Team performance and development
• Service level agreement adherence
• Efficiency of issue resolution process
• Contribution to company growth objectives
• Profitability of client engagements
• Cross-selling and upselling effectiveness

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Contract

Job function

• Job function

  Business Development and Sales

• Industries

  Business Consulting and Services

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