Head of Client Services (Consulting)

As the Head of Client Services at AND Digital, your main responsibilities revolve around building and nurturing relationships with our consulting clients in London. You will create, manage, and own client account plans, ensuring that growth opportunities are actively pursued and monitored. Additionally, you'll work closely with the Senior Leadership Team, collaborate with various Clubs to identify consulting projects, and lead efforts to close significant deals that reflect the needs of our clients.

To be considered for the Head of Client Services role at AND Digital, you should have substantial experience in growing and developing large-scale accounts within a digital consulting context. A strong background in professional services, particularly involving digital transformation, is essential. Additionally, you’ll need proven expertise in closing deals worth up to £2m, and a demonstrable ability to build relationships with senior stakeholders, including C-suite clients.

At AND Digital, we prioritize the growth of our employees, including our Head of Client Services. We provide a dedicated career scrum team that focuses on helping you reach your career goals, along with an annual budget for training and upskilling. This includes designated days off to focus on learning without having to sacrifice your personal time. Our supportive environment fosters personal and professional growth to ensure you can thrive in your role.

The work environment for the Head of Client Services at AND Digital is dynamic and collaborative. We embrace a Blended Working model, allowing you to work from various locations such as home, your clubhouse, client sites, or even different scenery when you need a change. Our culture is rooted in collaboration, curiosity, and fun, encouraging an innovative atmosphere where problem-solving thrives and meaningful work gets done.

The key values at AND Digital—wonder, share, and delight—play a crucial role in shaping the Head of Client Services position. These values foster a culture where collaboration and innovation are paramount. You’ll be encouraged to share your ideas and strategies, cultivate deep partnerships with clients, and find joy in the work, knowing it'll leave a lasting impact. This values-driven approach ensures that every employee feels valued and empowered.

When discussing your experience in managing large-scale accounts, highlight specific instances of how you've grown and developed these accounts. Be sure to mention the strategic approaches you employed, the relationships you built, and the measurable outcomes achieved during your tenure. Demonstrating your understanding of client needs and the nuances of managing substantial accounts will show your expertise in this area.

In developing client account plans, I start by conducting comprehensive analyses to understand the client's objectives and pain points. This involves engaging key stakeholders to gather insights and then aligning our services with their strategic goals. I ensure that the account plan is dynamic, regularly reviewing and adjusting it based on the client's evolving needs and market conditions. Sharing examples of successful account plans you’ve developed in the past will strengthen your response.

Building relationships with C-suite clients requires a combination of listening, trust, and delivering value. Begin with understanding their business challenges and demonstrating how your solutions directly address those needs. Regular check-ins, providing valuable insights, and being proactive in offering assistance can solidify these relationships. Specific examples of successful engagements will highlight your relationship-building skills.

To identify growth opportunities within existing accounts, I analyze usage patterns, client feedback, and industry trends. This proactive approach allows me to pinpoint areas where our services can add more value. Building strong relationships with client stakeholders also helps in surfacing potential needs that may not be immediately obvious. Sharing an example of a time you successfully uncovered and maximized a growth opportunity will illustrate your capability.

When shaping commercial deals, I consider the client's specific needs, the competitive landscape, and the value our solutions bring. It's essential to strike a balance between business viability and client satisfaction. Understanding the size, scale, and importance of the deal helps in crafting terms that are favorable for both parties. Discussing a relevant deal you’ve closed will showcase your skills in this area.

Handling account revenue forecasts involves regular monitoring of performance, aligning with financial goals, and proactively addressing any discrepancies. I prefer to utilize analytics tools to predict trends and adjust strategies accordingly. Collaboration with finance teams and maintaining open communication with clients about revenue expectations are vital components. If you have experience with specific forecasting methods or tools, mentioning them would add depth to your answer.

In answering this question, share a particular challenging scenario with a client that required your intervention. Discuss your approach to understanding the issue, the steps you took to resolve it, and the eventual outcome. Emphasizing how you maintained professionalism and client trust throughout the process will highlight your problem-solving skills and diplomatic abilities.

When collaborating with internal teams for client projects, I prioritize effective communication and clear objective setting. I establish regular check-ins to ensure alignment and foster an environment of openness for sharing ideas and challenges. Highlighting specific projects where teamwork led to successful outcomes will reinforce your collaborative spirit.

To provide insights about digital transformation trends, I stay updated on industry publications, attend conferences, and engage with thought leaders. Discussing specific trends, such as the rise of AI, automation, and the importance of data-driven decisions, can demonstrate your industry knowledge. Including how these trends might affect client strategies will show your ability to apply insights practically.

Fostering a culture of innovation within my team involves encouraging risk-taking and creativity. I promote brainstorming sessions and ensure everyone’s ideas are valued. Providing opportunities for professional development, such as training and skill-building workshops, also empowers the team. Sharing specific initiatives you've implemented to cultivate innovation will further strengthen your response.