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Head of Client Services

As part of our planned expansion we are looking for a Head of Client Services to lead our Client Services team. This is a strategic client experience and growth role, where you’ll be developing and executing client growth strategies.

Location: Flexible, Hybrid (with offices based in St Albans, Hertfordshire) 

Basic Salary: Up to £75,000 per annum (DOE)

Why Netcel

Netcel is a digital product consultancy with an ambitious vision and growth strategy. We work with leading organisations to deliver data led, differentiated, personalised digital experiences that deliver impact.

We use our years of knowledge and expertise to help our clients discover and define their digital strategy. We build and launch exceptional digital products and provide trusted, ongoing consultation, support and optimisation.

At Netcel we believe a good work-life balance is key for productivity, so we use a hybrid working model. When you are not working remotely, our office is based in leafy St Albans and has great transport connections and is a hub of activity with vibrant workspaces.

We are a social bunch, there is something for everyone, from running, skiing and golf, online cookery classes to team meals and drinks.

Your Role

As part of our planned expansion we are looking for a Head of Client Services to lead our Client Services team. This is a strategic client experience and growth role, where you’ll be developing and executing client growth strategies.

Commercially astute, you’ll be targeted on delivering top line revenue growth as well as client satisfaction.

You’ll be seasoned in a client services organisation, preferably with experience in a digital consultancy, agency or similar company. Reporting into the Commercial Director, you will be responsible for:

Client growth – Leading your team to define client growth strategies and action plans. Working with Product Strategists to ensure client digital product roadmaps are aligned to client growth.

Client experience – Defining the client experience strategy to ensure exceptional satisfaction across all client interactions. Working with practice leads to successfully guide clients through every stage of their digital journey.

Commercial success – Overseeing the commercial success and targets of client services team and ensure accurate forecast and pipeline.

Your team and department - Coaching and mentoring the team to deliver excellence and adapting ways of working, where needed. You’ll create and manage your department vision plan, setting up metrics to define success, measure performance and report to the board.

Client management - Owning a small number of key clients, you’ll lead by example, shaping opportunities, defining solutions, commercials, value proposition, and negotiating contracts, ready to handover to the delivery team.

What we are looking for

You will be excited by sales. This role is not just about managing clients, but growing our clients through existing and new services. Your KPIs are clear around revenue, margin contribution and growth. To deliver that, you must be a commercially orientated individual.

Ideally, you will have significant demonstratable experience working with digital product and marketing technologies, and be able to show strong evidence of their ability to grow client accounts and cross sell opportunities to increase revenue.

  • We are looking for someone that:
  • Is a strategic friendly leader that can inspire and motivate a cross functional team
  • Has extensive experience managing annual client budgets of £100k- £500k+
  • Has commercial awareness, making them a strong negotiator with a focus on value as well as financials
  • Is accountable and can be trusted to own and manage their own team and responsibilities
  • An innate ability to engage with the room when delivering key presentations, and also the knowhow to conceive and prepare slide decks
  • Has a deep understanding and awareness of aligning consumer goals, business goals and ROI
  • A growth mindset with excellent client management skills with proven ability to add value and drive additional client revenue
  • Some experience of CMS/DXP and connected technologies (desirable)

What we can offer you

We aim to provide you with as much opportunity to grow as possible. We support learning on all levels, from formal training to our weekly internal knowledge shares.

The people you’ll work alongside are key to developing a supportive culture at Netcel. And while we work hard, there's also plenty of time for being social.

  • Salary up to £75k DOE
  • Ongoing training and mentoring
  • Hybrid flexible working policy (core hours of 10am – 4pm)
  • Exciting regular social events virtual and in person
  • Health cashback plan including shopping discounts
  • Life assurance
  • 25 days holiday bank holidays increasing with service
  • Pension
  • Stylish open plan office in leafy St Albans with excellent transport links
  • Exposure to the founders
  • Cycle-to-work scheme
  • Exam bonus and rewards scheme
  • Structured onboarding process

Apply today!