Head of Client Services

Job description

Over the last decade we’ve experienced a strong and organic growth trajectory with an impressive client base. Following this success, we’re ready and excited to be building out client servicing as we enter into our 10th year and next chapter of growth.

We’re looking to recruit a Head of Client Services to develop our key accounts, work across special partnerships and help establish and lead our client service team which will include a new Account Manager. Accounts include but are not limited to Adidas, Hinge and Topicals. This person will be instrumental to our growth and work alongside our leadership team. We are looking for someone already immersed and part of the key cultures, subcultures we engage and represent. To lead strong strategic and innovative work you will actively keep updated with the ever changing digital landscape, marketing spaces, platforms, formats, content trends, audiences and industry news.

Success for this role looks like establishing and growing a client servicing team, YoY growth of key recurring high-value accounts, increasing average project value, working with leadership on creating a partnership strategy and helping us secure new roster/procurement opportunities. As well as high client retention and satisfaction.

Client Servicing and Leadership – An opportunity to establish, lead and maintain a client servicing team and standards. Working to increase revenue, breadth and regularity of clients

Divisional growth management and recruitment of client service teams. Development and mentorship of client-facing team members
Leading and growing our key client relationships, this is defined as either having high-value or cultural credibility, or often both. Our Account Manager will focus on leading more executional projects and accounts
Receiving and owning project briefs from clients end-to-end, working across the scoping and contracting
Planning and implementation of retention strategies
Setting and implementing client servicing standards and expectations
Setting, tracking targets and generating reports for our accounts to share with senior leadership/clients
Monitor client engagement and satisfaction, suggesting tools and ways to improve our service offering

Partnerships – Overseeing new and special client and brand partnerships

Helping and overseeing in-bound special prospect projects/accounts, selling in relevant services and coordinating the pitch process
Create opportunities and build relationships with procurement teams
Leverage own contacts and network to bring in new business (and suppliers)
Set PR/Marketing opportunities and The Digital Fairy editorial output that might attract the clients/business that we want

The Package

You will have worked in an Account/Business Director position, within an agency delivering digital-first work for fashion/lifestyle or beauty clients. Experience managing multiple clients and stakeholders across multiple work streams
You have proven leadership experience, you can really inspire and motivate a project team to work at the highest standard delivering sparkling results
Comfortable and excited by working in a fast moving, female-first, agile and ambitious workplace
You have a really collaborative approach and a strong focus on communication
You’ll be collaborative and open to working in new and non-conventional ways
You will have a strong knowledge of wider marketing trends. You have a nuanced understanding of youth and digital culture and get how our clients can connect to trends and industry movements. You keep ahead of digital trends across platforms, as well as an understanding with what engages and performs
Not afraid to be forthcoming with feedback, opinions and ideas that have the potential to push the work further
Keeping ahead of creative innovation and industry/cultural shifts to future-proof ideas and outputs

The Agency

The Digital Fairy is a full service creative marketing studio, we are creative and strategic partners for brands within the fashion, lifestyle and beauty industries connecting them to youth and digital culture. We are a team of hybrid creative minds, with a fluid approach allowing us to flex across a multitude of platforms and disciplines from campaigns, events, branding, activations and reporting on culture. We have built up credibility with clients including Adidas, Nike, Topicals, REN Skincare, Sephora, Estee Lauder and Bleach London.

The Digital Fairy is a diverse and inclusive workforce and we encourage anyone who fits the spec to apply. Out of lockdown, we operate on a flexible WFH/office model. We can make any reasonable accessibility adjustments and accommodations for successful candidates.