Head of Client Services

Job Description

[Employer hidden] is proud to be supporting a leading organisation in the search for an experienced Head of Client Services to lead client delivery across their Nottingham facility.

This is a senior leadership role, responsible for overseeing all aspects of client service, account management, and commercial performance. You will lead and develop a high-performing Client Services team, build strong strategic client relationships, and ensure exceptional service delivery that drives retention and revenue growth.

The role bridges account management, operational leadership, and business strategy, requiring a commercially astute, client-focused leader with an entrepreneurial mindset.

Key Responsibilities

• Client Leadership & Strategy
• Set the vision, structure, and standards for account management across the business
• Act as senior point of contact for key and strategic clients
• Develop long-term client partnerships and strategic account plans
• Lead executive-level client onboarding and senior relationship management
• Manage client feedback, escalations, and high-level issue resolution
• Team Leadership & Development
• Lead, mentor, and develop the Client Services team
• Recruit, onboard, and retain high-performing talent
• Conduct performance reviews, training plans, and succession planning
• Foster a collaborative, client-first culture
• Service & Operational Excellence
• Oversee daily client operations and service delivery standards
• Ensure projects are delivered on time, within scope, and to quality expectations
• Monitor customer satisfaction, delivery performance, and service metrics
• Use data and insights to drive continuous service improvement
• Commercial & Business Growth
• Own commercial performance across accounts, including revenue growth and retention
• Monitor account profitability and financial performance
• Identify and deliver upselling, cross-selling, and new business opportunities
• Work closely with Sales, Creative, Operations, and Senior Leadership to align strategy
• Contribute to service proposition development and overall business planning

Skills, Knowledge & Experience

Essential

• Proven experience in senior client or customer management roles
• Strong track record managing key accounts and senior client relationships
• In-depth knowledge of Direct Mail and Transactional Mail processes and applications
• Strong leadership skills with experience developing and managing teams
• Commercially astute with strong financial and analytical capabilities
• Excellent communication and stakeholder management skills
• Ability to operate effectively in a fast-paced, ambiguous environment
• Confident influencing at all levels, including senior leadership
• Proficient in Microsoft Office

Desirable

• Knowledge of data, web, and lithographic printing and finishing
• Experience with account growth strategies and revenue expansion
• Strong client-facing presentation and pitching experience
• Understanding of wider business functions including HR, Finance, IT, and Supply Chain

Why Apply?

• Senior leadership role with strategic influence
• Opportunity to shape client services at a business-wide level
• Competitive salary with flexibility for the right candidate
• Work within a collaborative and forward-thinking organisation

Application Instructions

If you’re a strategic, commercially driven leader with a passion for client excellence, we’d love to hear from you.

Apply today or contact [Employer hidden] for a confidential discussion to find out more about this exciting opportunity. Early applications are encouraged as interviews will be arranged on a rolling basis.

Please send your CV to [contact hidden]