Head of Client Services - Bozboz Ltd

Brighton and Hove

Closing date: 31/07/2019

Bozboz is an award-winning, web and creative marketing agency. Based in Brighton - a stone’s throw away from the North Laine - we’re Independent, innovative and socially conscious.

Job Description:

Bozboz is looking for a new Head of Client Services. You will report directly to the Managing Director and look after a small team of account managers.

As Head of Client Services, you’ll be responsible for the management and growth of Bozboz's client portfolio. Working in line with our business objectives and financial targets, you’ll own the client experience and associated processes. This is key to ensuring the department's success.

As a member of the Senior Management Team, you’ll play an active role in shaping and implementing the agency's ongoing business strategy. What’s more, you’ll provide leadership, management and training for the Client Services team.

The Client Services function plays a pivotal role in establishing and maintaining the happiness of Bozboz's clients. With that in mind, its performance is crucial to the agency’s ongoing success.

 

Accountabilities:

  • Oversee the development of all client relationships, whilst paying close attention to their needs.
  • Develop and maintain a commercially-driven, strategic approach to client retention and growth.
  • Use Bozboz's chosen CRM to track client communications and status.
  • Ensure the performance and growth of Bozboz’s client portfolio is positive. This should align with our business objectives and financial targets (income and gross profit).
  • Efficient, timely and informative reporting of Client Services performance against KPIs to the Senior Management Team.
  • Ensure that your team represent each client's vision, values and value proposition internally.
  • Ensuring the Client Services team represent Bozboz’s brand values in all client communications.
  • Ensure that all clients have a signed Agreement, Statement of Works and other legal documentation in place prior to any work commencing.

 

Responsibilities:

  • Develop and maintain strategic relationships with key client stakeholders. These will be at senior decision-maker level across our entire client portfolio.
  • Periodically review our client portfolio, identifying growth opportunities and under-performing accounts. Consequently, take any necessary actions to improve performance.
  • Provide direct account management for a selection of Bozboz's key accounts.
  • Become the point of escalation for all Client Services issues.
  • Maintain knowledge of Bozboz's products so that they can be clearly communicated to new and existing clients.
  • Work closely with other Heads of Department to ensure Bozboz's products remain commercially viable.
  • Collaborate with the Head of Finance to ensure ongoing analysis of revenue and profitability. This is on a divisional and product level.
  • Represent Bozboz’s brand values both internally and externally.
  • Ensure the growth and development of the Client Services team members. This includes day-to-day mentorship and training.
  • Line management processes: 121s, Personal Development Plans and 360 Degree Feedback.
  • Performance managing members of the Client Services team where appropriate.
  • Managing and reporting on capacity and resourcing in the Client Services team.
  • Recruitment for the Client Services team and the on-boarding and training of new team members.
  • Representing the Client Services team in agency meetings where appropriate.

 

KPIs:

Your performance will be monitored using the following metrics:

  • Financial performance of Bozboz's full client portfolio (income and gross profit margin).
  • Growth of key client accounts.
  • Client lifetime value.
  • Client churn rate.
  • Client referrals.
  • Client satisfaction.
 
Key Area: Customer Service Customer Service
Attendance: Full-Time
 
Additional Information:

Our culture

Step into our office and there’s an energy. Sure, these walls are dripping in art. They’re also trembling to the sound of our collective jams. But it’s more than that. Our team are buzzing to do the same thing: use creativity to make things better. This is not a space to escape reality, it’s a place to build a new one.

 

Why apply at Bozboz?

Are those design skills as strong as that desire to draw change? Do you believe the right choice of words can speak volumes for the voiceless? Bozboz is about doing the right thing for our clients, their customers - and the world.

 
 

No agencies please

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