Head of Client Services (Club)

The Head of Client Services at AND Digital is responsible for building and nurturing client relationships, particularly in London. This role involves managing the client account plan, developing strategic initiatives for growth, and ensuring exceptional service delivery to clients. Additionally, the Head of Client Services will work closely with other teams to identify new business opportunities and guide their clients in leveraging the comprehensive suite of services offered by AND Digital.

Candidates for the Head of Client Services role at AND Digital should have extensive experience in managing large-scale accounts, ideally in a digital or consulting environment. A proven background in driving significant professional services deals, with an emphasis on working with stakeholders and C-suite executives, is crucial. Additionally, candidates should demonstrate strong commercial acumen, relationship-building skills, and a history of delivering successful digital projects.

AND Digital provides the Head of Client Services with the resources and support necessary to achieve growth, including a dedicated career scrum team that helps in developing essential skills and achieving career goals. The company promotes collaborative culture, encourages innovative thinking, and offers a variety of benefits, such as training budgets and tools for professional development, allowing the Head of Client Services to focus on driving client success.

At AND Digital, the Head of Client Services can expect a range of enticing benefits, including a generous holiday allowance, flexible working arrangements, and private medical insurance. The company also offers a £1000 flexifund for personalized benefits, a share scheme, and an employer pension contribution. Additionally, regular team socials and opportunities for ongoing training further enhance the working experience for the Head of Client Services.

At AND Digital, the company culture is built on collaboration, curiosity, and fun. The Head of Client Services will work in an inclusive environment that values diverse perspectives and encourages innovation. Regular team interactions and a commitment to personal growth create a supportive atmosphere where everyone can thrive. This culture not only enhances the experience for the Head of Client Services but also ensures they can effectively advocate for their clients.

To build strong client relationships, I would start by understanding my clients’ businesses and their objectives. Open communication is key, and I plan to implement regular check-ins to ensure their needs are met and to identify new opportunities. I would also leverage my network to bring relevant experts from AND Digital to enhance client conversations.

Throughout my previous roles, I successfully managed large accounts by creating tailored strategies that aligned with each client's unique needs. By regularly analyzing account performance and collaborating with cross-functional teams, I ensured that we addressed any challenges proactively, leading to significant revenue growth and improved client satisfaction.

To grow the client portfolio, I would implement a combination of relationship management, industry networking, and value-driven proposals that clearly outline how our services can tackle their pain points. Additionally, I would work closely with the marketing team to create targeted outreach campaigns that resonate with our ideal clients.

Handling conflicts requires a calm and solution-focused approach. I would first listen to the client’s concerns and understand their perspective. Then, I would collaborate with my internal team to develop a strategic plan that addresses the issue while retaining the client's trust. Transparency and communication are crucial, as is demonstrating our commitment to their success.

I would focus on key performance indicators such as client satisfaction scores, account growth percentages, and revenue forecasts. Regularly tracking these metrics would allow me to evaluate performance, adapt strategies, and ensure we're consistently delivering value to our clients.

My approach would involve active engagement with clients, asking pertinent questions to uncover their evolving needs. Additionally, I would collaborate with my team to analyze trends and utilize data insights that could reveal potential gaps where AND Digital solutions could provide additional value.

In my previous role, I successfully closed a £3 million deal by identifying a client’s specific challenges and crafting a customized solution that addressed their needs. This involved extensive negotiations, aligning internal teams to ensure delivery capacity, and fostering strong relationships with decision-makers throughout the process.

I subscribe to industry publications, participate in webinars, and engage in networking events to stay informed on the latest trends and innovations. Additionally, I maintain connections with other industry professionals, allowing for knowledge exchange that benefits our clients at AND Digital.

Collaboration is essential in my work. I believe that diverse perspectives lead to better solutions. I would foster a collaborative environment by working closely with teams from delivery, marketing, and other departments to achieve a cohesive approach to client service that drives meaningful results.

Aligning my client strategy with AND Digital’s values of wonder, share, and delight would entail fostering a culture of curiosity and collaboration with clients. I would focus on understanding their challenges deeply and sharing insights and innovative ideas, ensuring we are consistently delighted by the outcomes we achieve together.