Head of Client Services

This is a senior leadership role for a commercially driven Head of Client Services ready to take ownership within a high-profile print operation. You’ll set the vision for client delivery, lead senior client relationships, and shape a high-performing account management function that delivers measurable commercial impact.

Overseeing all aspects of client delivery, you will lead the account management team, develop strategic client relationships, and ensure business targets are met through effective service and delivery.  You will be responsible for team performance, client retention, revenue growth, and ensuring high service standards. This includes staff development, managing escalations, and working with leadership on strategic planning.  You must adopt an entrepreneurial spirit and ensure client focused priorities flourish. 

This is a senior-level role that bridges account management and business leadership.  Strong leadership, vision, and oversight within client relationships and people management are key aspects of the role and form part of day-to-day responsibility. 

Key responsibilities

• Setting the vision and structure for account management across the business
• Leading senior client relationships and strategic account planning
• Overseeing the performance of the Client Services team and multiple accounts
• Ensuring commercial targets, revenue growth, and retention goals are met
• Supporting team development, recruitment, and succession planning
• Acting as a strategic partner across delivery, creative, and operational teams
• Monitoring account profitability, delivery standards, and customer satisfaction
• Escalating and resolving high-level client or delivery issues
• Working with senior leadership on service proposition and team structure
• Leading new business efforts and executive client onboarding

This role blends operational leadership, strategic client management, and commercial ownership.

Core duties

Team Leadership and Development:

• Recruit, mentor, coach, and manage the client services team, fostering collaboration and high performance.
• Handle HR aspects like performance reviews, training, and development plans.

Client Relationship and Strategy:

• Serve as a senior point of contact for major clients, building strong, long-term partnerships.
• Develop and implement strategies to exceed client expectations and secure loyalty.
• Manage client feedback, address escalations, and resolve issues promptly.

Service and Operations Management:

• Oversee daily client operations and ensure adherence to service standards.
• Monitor project execution, timelines, and quality to deliver value.
• Analyse client data and metrics to identify areas for service improvement.

Business Growth and Collaboration:

• Identify opportunities for upselling, cross-selling, and new business.
• Work closely with sales, marketing, and other departments to align strategies.
• Report on department performance and contribute to overall business strategy. 
• Deliver strategic vision with operational excellence, ensuring client success translates directly into business success. 

Skills, knowledge and experience

Essential

• Client/customer management at senior and operational level.
• Track record of managing key accounts and leading senior relationships.
• Strategic thinker with strong analytical and problem-solving abilities. 
• Effective leadership and mentoring capabilities to manage and develop internal teams.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels.
• The ability to deal with ambiguity and to work well with all levels of stakeholders. 
• Financial and commercial acumen, with a thorough understanding of the competitive environment.
• Proficient in the use of Microsoft Office suite. 

Desirable

• In depth knowledge and practical understanding of data, lithographic printing and finishing.
• Expertise in account growth strategies and upselling techniques.
• Proven ability to present client-facing pitches and creative concepts. 
• Familiarity with all business functions including HR, finance, procurement/supply chain and IT.