Job Title: Head of Client Services
Salary: £Highly Attractive Package
Location: South East England
Reference: J7178
**
This position has now been filled, but has been left on our website as we have other similar vacancies to this on an ongoing basis that might interest you. More importantly, we have vacancies that are not advertised due to their confidential nature therefore it would certainly be in your interest to email your CV, as a word document, depending on which sector you are in, to :-
Head of Packaging recruitment – Greg Nelson – greg@harrison-scott.co.uk
Head of Print recruitment–Neil Pearson – neil@harrison-scott.co.uk
Head Paper recruitment – Gary Young – gary@harrison-scott.co.uk
Board level, account management and all levels of sales vacancies –
George Thompson – george@harrison-scott.co.uk
Our divisional heads will then email your CV internally to the consultant who specialises in your exact sector, for example a category of packaging is cartons, a category of print is print management, in fact we have over 30 specialist categories. Our specialist consultant will contact you if we have a live vacancy that matches, or contact you in the near future as soon a good match to skill set and experience becomes available.
***
An award-winning, high-growth print business is entering its next phase of expansion — and customer experience sits at the heart of that ambition.
Producing millions of printed items each year for customers ranging from fast-growing SMEs to major corporates, the business has ambitious growth plans and continues to invest heavily in technology, innovation and people. Recognised by the industry for excellence in vision, values and performance, the company has established itself as a market leader — with customer experience positioned as a core differentiator in a highly competitive sector.
They are seeking a Head of Client Services to join the senior leadership team and take ownership of the end-to-end customer journey.
The Opportunity
Reporting directly to the CEO, this is a high-impact, hands-on leadership role where you will define and deliver a best-in-class customer experience strategy. You will shape how customers interact with the business at every touchpoint, turning service excellence into a genuine commercial advantage.
You will lead a large team of people across customer service and key account management, building a high-performance, customer-obsessed culture. Working closely with the Sales Director, you will ensure seamless onboarding of new customers, maximise lifetime value, and drive revenue through exceptional service and relationship management.
A key part of the role will be leading the evolution of an AI-enabled customer service platform, delivering real-time quotations and order updates, and enabling the business to scale efficiently without compromising service quality. Data, insight, automation and technology will be central to how you succeed.
Key Responsibilities
- Define and lead a customer experience strategy that differentiates the business in the market
- Own the full customer journey across digital and human touchpoints
- Lead, develop and inspire a multi-disciplinary customer team
- Partner with Sales, Operations and Technology to ensure joined-up execution
- Drive continuous improvement through data, insight and customer feedback
- Champion AI, automation and system optimisation to support scalable growth
What We’re Looking For
- Proven experience leading customer service or customer experience functions in fast-paced environments
- A strong track record of developing and delivering customer experience strategies
- Highly analytical and data-driven, with confidence turning insight into action
- Deep understanding of CRM systems, customer support platforms and live chat environments
- Experience working closely with technology teams to improve systems and processes
- Strong leadership and people management skills, with experience managing larger teams
- The ability to collaborate effectively across sales, operations and technology
- Experience in manufacturing or print would be advantageous, but not essential
Personal Attributes
- Bold, ambitious and growth-minded
- A natural leader who inspires trust, momentum and accountability
- Strategic in outlook, with the ability to execute at pace
- Comfortable navigating change, innovation and evolving technologies
- Passionate about developing people and delivering exceptional customer outcomes
Why Join?
This is a rare opportunity to shape customer experience at board level within a successful, award-winning business that genuinely values innovation, collaboration and service excellence. You will have the influence, backing and resources to make a lasting impact — and to define how customer experience drives the next phase of growth.
**
This position has now been filled, but has been left on our website as we have other similar vacancies to this on an ongoing basis that might interest you. More importantly, we have vacancies that are not advertised due to their confidential nature therefore it would certainly be in your interest to email your CV, as a word document, depending on which sector you are in, to :-
Head of Packaging recruitment – Greg Nelson – greg@harrison-scott.co.uk
Head of Print recruitment–Neil Pearson – neil@harrison-scott.co.uk
Head Paper recruitment – Gary Young – gary@harrison-scott.co.uk
Board level, account management and all levels of sales vacancies –
George Thompson – george@harrison-scott.co.uk
Our divisional heads will then email your CV internally to the consultant who specialises in your exact sector, for example a category of packaging is cartons, a category of print is print management, in fact we have over 30 specialist categories. Our specialist consultant will contact you if we have a live vacancy that matches, or contact you in the near future as soon a good match to skill set and experience becomes available.
***
An award-winning, high-growth print business is entering its next phase of expansion — and customer experience sits at the heart of that ambition.
Producing millions of printed items each year for customers ranging from fast-growing SMEs to major corporates, the business has ambitious growth plans and continues to invest heavily in technology, innovation and people. Recognised by the industry for excellence in vision, values and performance, the company has established itself as a market leader — with customer experience positioned as a core differentiator in a highly competitive sector.
They are seeking a Head of Client Services to join the senior leadership team and take ownership of the end-to-end customer journey.
The Opportunity
Reporting directly to the CEO, this is a high-impact, hands-on leadership role where you will define and deliver a best-in-class customer experience strategy. You will shape how customers interact with the business at every touchpoint, turning service excellence into a genuine commercial advantage.
You will lead a large team of people across customer service and key account management, building a high-performance, customer-obsessed culture. Working closely with the Sales Director, you will ensure seamless onboarding of new customers, maximise lifetime value, and drive revenue through exceptional service and relationship management.
A key part of the role will be leading the evolution of an AI-enabled customer service platform, delivering real-time quotations and order updates, and enabling the business to scale efficiently without compromising service quality. Data, insight, automation and technology will be central to how you succeed.
Key Responsibilities
- Define and lead a customer experience strategy that differentiates the business in the market
- Own the full customer journey across digital and human touchpoints
- Lead, develop and inspire a multi-disciplinary customer team
- Partner with Sales, Operations and Technology to ensure joined-up execution
- Drive continuous improvement through data, insight and customer feedback
- Champion AI, automation and system optimisation to support scalable growth
What We’re Looking For
- Proven experience leading customer service or customer experience functions in fast-paced environments
- A strong track record of developing and delivering customer experience strategies
- Highly analytical and data-driven, with confidence turning insight into action
- Deep understanding of CRM systems, customer support platforms and live chat environments
- Experience working closely with technology teams to improve systems and processes
- Strong leadership and people management skills, with experience managing larger teams
- The ability to collaborate effectively across sales, operations and technology
- Experience in manufacturing or print would be advantageous, but not essential
Personal Attributes
- Bold, ambitious and growth-minded
- A natural leader who inspires trust, momentum and accountability
- Strategic in outlook, with the ability to execute at pace
- Comfortable navigating change, innovation and evolving technologies
- Passionate about developing people and delivering exceptional customer outcomes
Why Join?
This is a rare opportunity to shape customer experience at board level within a successful, award-winning business that genuinely values innovation, collaboration and service excellence. You will have the influence, backing and resources to make a lasting impact — and to define how customer experience drives the next phase of growth.
