The Head of Client Services at Chesamel Group is responsible for overseeing all aspects of client relationship management and service delivery to ensure exceptional client satisfaction and retention. This senior leadership position develops and implements client service strategies that align with Chesamel's organisational goals while building and maintaining a high-performing client services team. As a key member of Chesamel's leadership team, you will be instrumental in driving the company's reputation for excellence in marketing, digital transformation, and business consultancy services.

• Develop and execute comprehensive client service strategies that drive client satisfaction, retention, and growth within Chesamel's marketing, digital transformation, and business consultancy services
• Lead, mentor, and develop the Chesamel client services team to meet and exceed service level agreements and client expectations
• Establish and monitor key performance indicators for client service quality, efficiency, and satisfaction aligned with Chesamel's performance standards
• Foster strong relationships with key Chesamel clients through regular communication and strategic engagement
• Collaborate with Chesamel's sales, marketing, operations, and consulting teams to ensure seamless client experiences across all touchpoints
• Resolve complex client issues and escalations with appropriate solutions while maintaining relationship integrity and upholding Chesamel's reputation
• Analyse client feedback and data to identify trends, areas for improvement, and growth opportunities for Chesamel services
• Create and maintain client service protocols, best practices, and standardised processes that reflect Chesamel's commitment to excellence
• Provide regular reporting to Chesamel executive leadership on client service performance metrics and strategic initiatives
• Participate in contract negotiations and renewal discussions for key accounts, helping to expand Chesamel's client portfolio
• Represent Chesamel at industry events and contribute to thought leadership initiatives

• Bachelor's degree in Business, Marketing, Communications, or related field
• 8+ years of progressive experience in client services, account management, or customer success roles, preferably in marketing, digital transformation, or business consultancy sectors
• 5+ years of experience in people management and team leadership
• Proven track record of building and maintaining successful client relationships in B2B professional services
• Strong agency background or significant experience working with large organisations
• Experience managing complex service delivery for enterprise-level clients
• Strong business acumen and understanding of marketing, digital transformation, and business consultancy trends
• Excellent communication, negotiation, and conflict resolution skills
• Experience with CRM systems and data analysis for client insights
• Strategic thinking with ability to translate Chesamel's vision into actionable plans
• Experience managing client relationships in a consultancy or agency environment
• Knowledge of marketing technology, digital transformation processes, and business consulting methodologies is highly desirable

• Experience across multiple domains: consulting, technology businesses, and advertising
• International client management experience
• Experience with digital transformation initiatives in large enterprises
• Industry certifications in project management, service delivery, or relevant technical areas
  

• Leadership and team development
• Strategic planning and execution
• Client relationship management
• Problem-solving and conflict resolution
• Communication and presentation skills
• Financial acumen and budget management
• Project management
• Data analysis and reporting
• Change management
• Industry and market knowledge
• Stakeholder management and cross-functional collaboration
• Negotiation and relationship-building

• Client retention rate and expansion revenue
• Client satisfaction scores
• Team performance and development
• Service level agreement adherence
• Efficiency of issue resolution process
• Contribution to company growth objectives
• Profitability of client engagements
• Cross-selling and upselling effectiveness