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Head of Client Services

  • Location

    Wimbledon, London

  • Sector:

    Business Development

  • Job type:

    Permanent

  • Salary:

    £60000 - £70000 per annum + commission & benefits

  • Contact:

    Debbie Stivala

  • Contact email:

    debbie@armstronglloyd.co.uk

  • Job ref:

    JO0000000848_1581700696

  • Published:

    6 months ago

  • Expiry date:

    2020-03-12

  • Start date:

    ASAP

Head of Client Services

Wimbledon

Permanent

Circa £65,000+ pa + commission & benefits

Our client is the European arm of a long established, global B2B and B2C ecommerce organisation.

This is an exciting opportunity to lead the customer experience teams servicing enterprise clients across Europe.

Key responsibilities

  • Leading and motivating web/digital asset focused customer experience/success teams in addition to a small digital creatives team focused on customer retention, loyalty and post sales activities including on-boarding.
  • Developing customer relationships (European enterprise clients) and acting as the first point of contact for customer post sales, retention, or loyalty queries.
  • Working in collaboration with the sales, marketing and business development teams.
  • Working closely with the senior executive team providing input on new contracts and renewals.
  • Client reporting, insights and leading customer project milestones.

Skills & Experience required

  • Demonstrable experience leading customer experience or success teams in a lead Client Services role
  • Cross functional leadership working in collaboration with sales, operations, tech and marketing
  • Proficient in leading customer experience and success frameworks and methodologies
  • Comfortable working with data and numerically astute
  • Ability to quickly grasp new solutions, systems and concepts
  • Ability to thrive in a fast-paced and dynamic environment
  • Previous experience in ecommerce or client web portal focused customer success would be ideal with strong connection to web operations, marketing and sales
  • Strong background in developing customer relationships with a focus on retaining and driving loyalty of key enterprise customers / well know global brand names
  • Client centric.
  • You will enjoy sitting with the team and rolling your sleeves up
  • Driving strategic post sales operations and streamlining processes working with the senior executive team
  • You love to think creatively and identify new processes to delight our clients
  • Demonstrable team leadership of teams circa 8-20 people
  • Degree educated
  • Experience of leading client services for European wide Enterprise customers - not essential

Armstrong Lloyd is a marketing specialist recruitment services provider. Due to the high volume of applications received, we are not able to respond to each individual applicant, regrettably only those selected will be contacted.