Head of client services – fixed term (maternity cover)
Posted on: February 24, 2021
Contract type: Full Time
Location: Brighton, UK
Head of Client Services – Fixed Term (Maternity Cover)
Headquartered in Brighton, Sopro provide sophisticated digital marketing services to hundreds of businesses, from global brands to sector leaders and new entrants.
We have spent five years redefining B2B demand generation techniques and striving to prove that there are much more predictable, higher quality ways to harness new social networks in order to create demand and interest for relevant suppliers.
Voted Tech Company of the Year by Campaign Magazine, we’ve been busy collecting awards for our people, service, technology and business results. We are proud to be one of the UK’s fastest growing digital marketing agencies, but we want to grow more.
Sopro are part of the G33K Holdings group.
The Head of Client Services is focussed on supporting, directing and leading a growing department of Client Services Executives to deliver strong levels of client retention and growth.
Key Accountabilities & Responsibilities
Accountabilities – things that you ensure are done by others
Responsibilities – things that you undertake/complete yourself
Leading the fast-growing Client Services Department over the next 12 months, managing its growth from 3 teams to 6 teams.
Support and manage Client Services teams to achieve their monthly/annual KPIs including revenue, retention, win-backs, and customer satisfaction.
Drive strong client retention and growth through problem-solving and developing new strategies.
Provide coaching, mentoring and leadership to the growing client services leadership team.
Supporting, implementing and managing the business strategy and Client Services 12-month plan
Reporting on performance, key KPIs and risks to Sopro’s senior management team.
Skills, Knowledge & Experience
2 years’ experience of managing multiple teams of B2B client relationship managers
Experience leading a department, (i.e. overall accountability for departmental performance).
Experience of working to customer satisfaction, plus revenue and commercial targets.
Experiencing of managing KPI-linked bonus schemes
Experience of using and managing CRMs and client management platforms (e.g. Salesforce, ChurnZero, Gainsight, PlanHat)
Experience of implementing strategy and managing cross-functional change
Strong skills as an influencer, coach, communicator and relationship builder
People-focussed with an empathetic, consultative approach to training, supporting and mentoring colleagues.
Strong track record of identifying opportunities to improve the client experience and ways of working.
At Sopro we invest in our people – they are what makes our company great and we work hard to make sure that everyone feels like a valued member of the team. Some of the perks we offer:
Excellent central Brighton office location (full of great people)
Regular social events
Open door policy to all levels of management – everyone’s ideas are listened to and in a lot of cases, implemented