We’re looking for an experienced and inspiring leader to run our award-winning Client Services team.

The role requires someone with a flair for problem solving and ability to nurture a client services culture that fosters teamwork, innovation, high quality and a growth mind-set. This is a critical leadership role for the agency that will help drive our growth strategy.

You will be focused on building and managing relationships with your team and our clients. There are SLAs to be met, client delivery tasks to oversee, as well as taking ownership of the team commercials and meeting KPIs.

Main responsibilities:

• Developing positive, professional and powerful relationships with our clients ensuring their contractual agreements and deliverables are achieved and they are delighted with our work

• Ensuring sales targets and strategic objectives are met

• Driving a positive, collaborative culture within the client services team and their interactions with the wider business

• Managing, motivating and holding accountable those within the client services team for delivering excellent service and support

• Proactively managing account growth, account management and consultancy work against established goals

• Developing proposals in response to clients briefs and/or new business opportunities

• Helping to represent ‘Pace’ in new business pitches, presenting with energy and dynamism to win new clients over from the off 

• Managing the day-to-day running of the team, maintaining oversight of the time, tasks, and schedules of the team

• Ensuring you and the team maintain frequent and appropriate communication with clients, consulting as to changes requested or issues raised, and advice as needed, as well as proactively suggesting relevant ideas to support client objectives

• Ensuring end of month reports are delivered to clients, along with monthly plans and ideas for account growth

• Taking ownership of the commercials for the team and ensuring that systems are updated with time tracked, billable time and any other KPIs deemed appropriate by the wider management team

• Measure and continually look to improve client satisfaction

• Mentor the client services team to grow in capability through guidance, training and ongoing support

• Pursue new ways to contribute to overall agency and client profitability

What we’re looking for:

• 8+ years’ people management experience, leading and developing a high-peforming team

• Marketing/PR agency experience in a client-facing role

• Experience managing multiple key client accounts and stakeholder relationships in the delivery of high-quality end to end marketing services

• Excellent communication, interpersonal and problem-solving skills

• Highly developed organisational skills, excellent attention to detail, and the ability to work independently to ensure projects are managed effectively

• The ability to handle large volumes of work – you must be able to cope well under pressure and to tight, fast deadlines

• Full awareness of creative processes and techniques – including digital platforms and marketing, digital and social media trends

• Strong attention to detail, organising and processing work, ownership of timelines/budget management and deliverables for a number of projects, often simultaneously

• Self-motivated team player with a desire to drive continuous improvement

• A real passion for delivering the very best service to clients