Head of Client Services

Are you a natural leader with a passion for delivering exceptional client service? Do you thrive in a fast-paced environment where no two days are the same? We're looking for a proactive, people-focused Head of Client Services to take ownership of key client relationships, drive team performance, and champion service excellence across a thriving, growing business.

In this pivotal role, you'll be the strategic link between our clients and our internal teams-ensuring every project runs smoothly, every opportunity is maximised, and every client feels valued.

As a key player in our client's leadership team, you will:

• Manage and mentor a team of Account Managers, ensuring workloads are balanced and support is always available
• Act as a trusted partner to clients, representing our company as a value-added solutions provider
• Monitor all account performance, trends and turnover within your designated portfolio
• Oversee day-to-day production support including task management, issue resolution and invoicing
• Ensure documentation and processes are fully compliant and delivered to the highest standards
• Participate in production and pre-production meetings to support both existing and new projects
• Track, measure and improve client satisfaction through surveys and review meetings
• Attend key client reviews, helping identify service improvements and new revenue opportunities
• Provide monthly reporting on client and department performance
• Work in partnership with Sales to support onboarding of new contracts

We're looking for someone who will inspire confidence internally and externally-the type of leader who gets the very best out of people and makes clients want to work with the company again and again.

You'll ideally have:

• Proven experience managing clients at both board and operational level
• Strong leadership skills with the ability to motivate, develop and manage a team
• Solid working knowledge of Direct Mail & Transactional Mail processes
• Practical understanding of data, lithographic printing & finishing, digital & laser
• Experience managing multiple complex projects while staying calm under pressure
• A commercial mindset with an understanding of job costings and timely invoicing
• A methodical approach, exceptional attention to detail and strong administration skills
• Excellent interpersonal, verbal and written communication skills
• Proficiency across MIS platforms (Shuttleworth preferred), Microsoft applications and Outlook

If you enjoy solving problems, improving processes, and consistently raising the bar, this is the perfect opportunity to make a real impact.

• A collaborative and supportive culture
• Opportunity to shape the client services function and influence business growth
• Real autonomy and trust in your role
• Ongoing development and career progression