Senior Client Services Consultant

Matter Of Form; Greater London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An innovative design consultancy is seeking a Senior Consultant to join their dynamic team. This role offers the chance to influence brand development and customer experience for luxury brands. You will engage deeply with clients to understand their challenges and deliver strategic solutions that drive growth. With a focus on collaboration, you’ll lead projects from inception to execution, ensuring alignment across teams. The position also promises opportunities for travel and personal growth, making it ideal for those passionate about design and luxury markets. Join a company that values creativity and adventure in its approach to client engagement.

Benefits

25 days holiday per year

Duvet Day

Private Healthcare

One month paid sabbatical after 4 years

Vipassana Retreats

Do Good Day

Cycle to Work scheme

Gympass membership

Qualifications

• 7+ years in client relationship management within design or consultancy.
• Experience in brand development and customer experience is preferred.

Responsibilities

• Lead client conversations to understand business goals and market challenges.
• Manage client relationships and act as the day-to-day contact.

Skills

Client Relationship Management

Brand Development

Digital Design

Customer Experience (CX)

Project Management

Presentation Skills

Strategic Vision

Education

Bachelor's Degree in Design or Business

Tools

Project Management Software

Job description

Direct message the job poster from Matter Of Form

Resource & Talent Director @ Matter Of Form

The Company

Matter Of Form, is an independent, award winning design consultancy, specialising in brand strategy, CX and digital innovation. We define distinctive positionings for some of the world's leading luxury brands.

The remit

Matter Of Form is looking for a talented and highly motivated Senior Consultant to join our Consultancy team and play a leading role in nurturing, growing and steering our client engagements. Reporting to our Business Director, this is the perfect chance to join MOF, and play a highly influential role in defining, shaping and delivering brand development, CX and digital solutions for some of the world’s leading luxury brands.

Your engagement begins with your interest in our clients' challenges & business goals; what keeps them awake at night, what are their competitors doing, how do they operate and deliver commercial results? You thrive on tackling business problems and champion design as a tool for delivering positive change. You understand how well crafted brands, products, services and experiences drive commercial impact and unlock growth for our clients. Acting as the key client contact throughout a project life-cycle, you will bring that thinking to life within MOF, building teams of practitioners and ensuring their strategic alignment behind a clear brief & business goal. You will actively deliver solutions ranging from brand strategy & visual identity, to customer experience mapping, service ideation, digital experiences, campaign & content development. Whatever the solution, you have a hands-on role for executing and delivering projects on-time, on-budget and on-scope. Beyond the day-to-day, you will use your judgement & knowledge to spot growth opportunities. That might mean turning a stand-alone project into a long-term client partnership & a connected programme of work. It could be spotting an opportunity for new products or services. Or maybe responding to an RFP, representing MOF as a subject-matter expert externally or managing a pitch end-to-end.

Our clients represent brands who are icons of culture and have luxury marques in sectors ranging from hospitality to fashion to architecture to jewellery and beyond. They all share global reach and we believe you’ll have a thirst for adventure, and a passion for the luxury category. Working at MOF you will undoubtedly have opportunities to travel (immersing yourself in our clients’ brands could mean spotting wildlife on a safari, being surrounded by snow-caped mountains while taking an outdoor bath, or absorbing the serenity of one of the most geographically unique areas of the Caribbean). With a natural curiosity for the world around them, our Consultants leverage these opportunities to truly immerse themselves in our clients business and understand what drives them, and in turn, their end-customers. Being open to these experiences, and understanding the landscape in which our clients operate, is crucial to your role in designing solutions that deliver change & real business impact.

Responsibilities:

• Lead conversations with clients to understand their long-term business goals, market challenges, competitors and opportunities for growth
• Identify, articulate and share a clear strategic vision, ensuring internal and external teams are aligned on project goals and success metrics
• Actively review and critique work to ensure alignment with vision, objectives, and success metrics—delivering high-quality, valuable output that you would be confident presenting to clients
• Manage client relationships, and act as day-to-day contact, including at c-suite. Lead meetings, set agendas, document next steps
• Set-up and maintain project management fundamentals; lead on scoping, creating estimates, SOW’s, setting achievable timelines, identifying, scheduling and managing resources, budget control, and reporting
• Identify and convert opportunities to turn projects into long-term programmes of work, proposing new MOF services and managing growth-focussed client initiatives to drive organic account growth
• Play a supporting role on new business pitches, presentations, and proposals, coordinating & managing responses from initial enquiry through to final procurement
• Ensure all client agreements are commercially robust and mitigate risk (client agreements and 3rd party supplier contracts & partnerships)
• Build a network of curated 3rd party suppliers, who deliver products and services that compliment, broaden and enhance MOF’s offering and who we can work in partnership with

Skills & Experience

• Minimum 7+ years in a role with responsibility for managing client relationships, within a brand, design or innovation agency or consultancy
• Our work spans brand development, digital design and build, CX, product & service innovation. Experience across all services would be ideal but we also welcome candidates who are willing to learn and expand their skill set (preference will be given to those with a strong background in brand & CX)
• Experience working in the luxury sector is highly preferable but, failing any direct experience, a demonstrable interest and passion for the category is vital
• Preference will be given to candidates with a specialist knowledge of the hospitality industry
• Hands-on project management experience in scoping, estimating, managing budgets, timelines & resources
• Experience working on, or leading, account growth plans, new business proposals and pitches
• A brilliant communicator with excellent presentation skills
• A Spirit of Adventure; a willingness to embrace opportunities for travel
• Hybrid working, based on 3 days per week in the Shoreditch office and 2 remote
• 25 days holiday per year, as well as the period off between Christmas and New Years Day
• Duvet Day - no questions asked emergency day off when need it
• Private Healthcare (after 2 years service)
• One month paid sabbatical leave after 4 years of service
• Vipassana Retreats - we pay for and offer a meditation retreat for a week which doesn’t come out of your holiday allowance
• Do Good Day - a day a year to work for a charity of your choice
• Cycle to Work scheme
• Gympass membership, giving you access to gyms & studios throughout London as well as wellbeing apps & coaches, 1:1 therapy, nutritionists and more

The Process

We love meeting new people and getting to know potential colleagues. We typically have a 3 stage interview process, which is a blend of online and in-person meetings. These range from an initial introductory chat, through to a more formal final task or presentation stage. We might adapt our process to best suit individual roles or candidates so we’ll always keep you informed about the process, stages and next steps.

Diversity & Inclusion

Matter Of Form is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We hire, promote and compensate regardless of age, disability, sex, gender reassignment, pregnancy, maternity, race (which includes colour, nationality and ethnic or national origins), sexual orientation, religion or belief, or because someone is married or in a civil partnership.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Design Services

Referrals increase your chances of interviewing at Matter Of Form by 2x

Sign in to set job alerts for “Client Services Consultant” roles.

London, England, United Kingdom 1 week ago

Customer Experience Lead (Full-Time) - Oxford Street

London, England, United Kingdom 3 weeks ago

Greater London, England, United Kingdom 3 weeks ago

Marcus by Goldman Sachs, Customer Support Agent, London

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

Customer Services Representative (12month FTC)

London, England, United Kingdom 5 days ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 19 hours ago

London, England, United Kingdom 3 weeks ago

TikTok LIVE - Global Customer Service Representative, Arabic Speaking

London, England, United Kingdom 3 days ago

Corporate Payment Services Consultant - Principal level

London, England, United Kingdom 1 day ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 2 months ago

London, England, United Kingdom 2 weeks ago

City Of London, England, United Kingdom 1 month ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

Specialist, Customer Services, London UK

London, England, United Kingdom 3 weeks ago

Junior Customer Experience Specialist, UK

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 month ago

Hounslow, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.