Client Services Director

Location: London, UK

Hybrid: 3 set days in the office, 2 days working from home

We’re a B2B marketing and business development agency, trusted by some of the world’s biggest technology brands—AWS, SAP, Salesforce, Google, Microsoft, and Accenture, to name a few, as well as the creative services industry.

Whether it’s events, content, or the leads that come from them, we help our clients connect with the audiences that matter most.

What sets us apart? We combine the strategy, creativity and execution prowess of a top-tier B2B marketing agency, with lead generation capabilities ensuring the right people engage with what we deliver and that we generate high-quality leads at every stage of the funnel.

From designing unforgettable event experiences and developing content programmes that resonate, to delivering qualified leads, we’re the partner that clients turn to when they need marketing that actually works. We’re a truly different type of B2B agency for clients who want an approachable, refreshingly different approach to driving pipeline.

Headquartered in the heart of Shoreditch in London, we work globally with clients across Europe, North America, Latin America, Middle East, Africa and APAC.

The Role

The Client Services Director (CSD) will play a pivotal role in leading and managing client relationships, ensuring the delivery of exceptional service and value across all accounts. The CSD will act as the strategic lead for the client services team, driving growth, fostering collaboration, and ensuring the agency's reputation for excellence is upheld. This individual will have a deep understanding of B2B marketing dynamics, a strong strategic mindset, and the ability to inspire and lead teams in a fast-paced agency environment.

Key Responsibilities

Client Relationship Management

• Develop and maintain strong, long-term relationships with key clients, acting as the primary point of contact and addressing their needs and concerns promptly.
• Conduct regular client meetings to review performance, gather feedback, and identify opportunities for growth.
• Serve as the primary point of escalation for key client relationships, ensuring satisfaction and fostering trust.
• Develop and maintain a deep understanding of client businesses, industries, and objectives to provide strategic guidance.
• Identify and present opportunities for clients to grow their business through innovative B2B marketing and business development initiatives.
• Lead strategic account planning and collaborate with clients to set measurable objectives and KPIs.

Strategic Planning and Execution

• Collaborate with clients to understand their business objectives and develop tailored marketing strategies.
• Oversee the execution of marketing and business development campaigns, ensuring they align with client goals and deliver measurable results.
• Monitor industry trends and competitor activities to provide clients with innovative solutions.

Team Leadership and Development

• Lead, mentor, and motivate the client services department, including line managers and team leaders, to ensure the department is functioning as effectively as possible.
• Lead a team of account managers and executives, fostering a collaborative and high-performance work environment.
• Provide ongoing training and development opportunities to enhance team skills and knowledge.
• Manage and inspire the client services team, fostering a culture of accountability, collaboration, and growth.
• Allocate resources effectively to ensure seamless service delivery across multiple client accounts.
• Provide regular performance feedback, support professional development, and nurture talent within the team.

Financial Management

• Develop and manage client budgets, ensuring projects are delivered within scope and on budget.
• Monitor financial performance, including revenue growth and profitability.
• Prepare regular financial reports and forecasts for senior management.

Operational Excellence

• Establish and refine processes to ensure high-quality, efficient service delivery across all accounts.
• Monitor client satisfaction and address challenges proactively to maintain long-term partnerships.
• Collaborate with internal teams to ensure integrated and effective campaign delivery.
• Maintain up-to-date knowledge of B2B marketing and business development trends and share insights with clients and the wider team.

Business Development

• Identify and pursue new business opportunities with existing and potential clients.
• Collaborate with the sales team to develop proposals and negotiate contracts.
• Drive organic growth by identifying opportunities to expand existing client relationships.
• Support pitches and proposals for new business opportunities in collaboration with the business development team.

Qualifications

• Bachelor’s degree in Marketing, Business, or a related field (preferred).
• Minimum of 7+ years of experience in client services or account management, preferably in a B2B agency.
• Proven track record in a senior client services or account management role within a B2B agency setting.
• Strong understanding of B2B marketing strategies, channels, and trends.
• Demonstrable experience in managing and growing client accounts and driving revenue.
• Strong leadership and team management skills.
• Exceptional communication, negotiation, and relationship-building skills.
• Strategic thinker with the ability to develop and execute effective marketing strategies.
• Financial acumen and experience managing budgets.
• Experience in managing and developing high-performing teams.

Key Attributes

• Strategic thinker: Able to see the bigger picture while managing the finer details.
• Client-centric: Committed to delivering exceptional service and value to clients.
• Collaborative leader: Excels at working with cross-functional teams and inspiring others.
• Results-oriented: Focused on achieving measurable outcomes for clients and the agency.
• Adaptable: Thrives in a dynamic, fast-paced agency environment.