Director of Client Services - Manchester, United Kingdom - Glu Recruit LTD

Glu Recruit LTD

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Ref:241

Role:
Director of Client Services

Salary:
£45-55K per annum

Location:
Manchester

Hybrid working (Mon & Fri office based and the rest wfh)

Working days:
Monday to Friday

We're looking for a talented Director of Client Services to join our team and be the go-to person for our delivery team.

This role will oversee, coordinate, and participate in the development of the delivery team and handle all client relationships post initial sale.

This role will require the ability to get along with just about anyone you meet, oversee our agency-client relationships, help build strategies to suit each client's needs, and lead every part of our team to make sure we hit our deadlines and deliver excellentresults.

You must feel comfortable dealing with changing needs and enjoy the occasional curveball.

Furthermore, work responsibilities will be separated into two buckets, client and employee facing, all with the goal of maximising retention.

Experience and skills:

Team management of a creative, marketing or technology agency
Experience w/ contracts, budgets, timelines, resources, and staffing
Identifying ways to improve systems and process
Managing project manager resources
Work well with people and understand how to make their jobs easier
Negotiating and/or dealing with client requests
Timeline management
Passion for, and understanding of Ecommerce, Design & Technology

Brand or Agency experience in increasing CR, AOV, CLTV

Client Facing:
Onboarding New Clients
Scheduling and executing kickoff calls
Guiding the Delivery team through best practices for setups and implementing new processes
Determining what strategists & builders to assign to work with the client
Teeingup template specs & client preferences for strategist & builders
Developing strategies to enhance onsite performance for the team to execute
Thorough understanding on CRO, AOV & CLTV
Relationship Building & Communication With Clients:
Onboarding New Clients
Biannual strategy sessions with clients Monthly surveying of clients, interpreting of results, relaying feedback to strategists & builders, management of ongoing improvements
Problem solving issues with clients as they are elevated beyond strategists, i.e. client deviating from contract, breaking expectations, not communicating, over communicating, with pastdue invoices, etc.
Managing client contracts, their timeframes, renewals, and upsells v) Learning, understanding, and talking general ecommerce, beyond our specific services, making referrals to other partners we work with, etc
Offboarding clients:
Scheduling and executing offboarding calls
Relaying feedback to the team and logging info in Confluence for continuous improvement
Employee Facing:
Management of Project Managers
Executing monthly checkins along with the senior management team to understand bandwidth, happiness, and areas for growth
Developing & monitoring action plans based on monthly checkins for continuous improvement
Answering and recording in Confluence all tech, design, strategy, software, etc. questions from builders and strategists
Confluence SOP Documentation & Management
Full service delivery for full build projects (redesigns, platform migrations, new store setups) and ongoing services (retainers)
Team structure
Strategy for build and project management
Software overviews c)
Administrative
Working with CEO to hire, onboard, and help train new hires
Working with CEO/Ops to offboard outgoing team members
Working with senior management for coordination of time off for the team to make sure client services are covered

Why our client?

We're a small but amiable lot.
We ensure you're well looked after with breakfast (and maybe even a cheeky beer) from your very first day. There's also room to grow. You'll get a LOT of training from some of the best in the game.
When you're ready to take on new challenges, we'll create a career development plan together helping you grow with us.
Get a slice of the good life. With flexible working hours, regular company events, and the chance to travel, there's a lot of living to be done in that worklife balance.
From a free holiday on your birthday to a supercool working environment (not to mention working from home perks), we're a small company with big benefits.
Accrue an additional 1 day annual leave per year that you work with us
Excellent opportunities for progression
Flexible working hours
Hybrid working 12 days per week in the office with the rest WFH
Apple equipment

Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.