Head of Client Services

Location
Rotherham, South Yorkshire, England
Salary
£45000 - £55000 per annum + benefits
Posted
10 Feb 2021
Closes
10 Mar 2021
Ref
MASH-33742
Marketing Disciplines
Production
Industry Sector
Agency
Contract Type
Permanent
Work Experience Level
Head of
Agency-side or Client-side
Agency Side
Job Role
Traffic Manager
Head of Client Services

Elevation Recruitment are working with a fast paced digital and print business to recruit a new Head of Client Services.

Managing a large team across Account Management, Client Services and the Studio - together they are responsible for working with customers to ensure they are provided with the best possible experience for their needs, guide clients through the e-commerce journey and provide an incredible experience which means they never want to leave!

Some key duties will include:

*Measuring and understanding how they are performing from a client experience perspective
*Establishing and refining both commercial, customer satisfaction & experience metrics
*Instilling a commercial culture to ensure the client services team make it as easy as possible for customers to buy at every interaction.
*Managing and coaching the Client Services and Studio Manager and help them to achieve agreed objectives with their team (over 30 people)
*With the Head of the company and the Ecommerce team, work to drive more sales activity, a first class customer journey and continued growth

What specific technical knowledge and competencies does the Job Holder require?

*You will have experience of running a fast-paced client services team
*A strong commercial background either in sales or customer acquisition/ retention / ecommerce or agency client services
*Experience leading a customer experience strategy across multiple platforms, including calls, chat and emails
*You have experience of implementing new processes
*You will have experience working to both customer satisfaction plus revenue and commercial targets
*You will be able to build positive working relationships with others


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