• Demonstrate strong decision making in line with company goals, social, and environmental best practice
• Develop and implement the overarching Client Services strategy, ensuring alignment with the company's growth objectives and market positioning.
• Support the Managing Director (MD) in business planning, contributing to the commercial strategy, team structure, and process optimization.
• Collaborate with senior leadership to set and achieve ambitious growth targets across all client service teams.
• Act as the primary advocate for the Client Services function, representing the team’s interests and achievements internally within the company and externally at industry events.
• Build strong relationships with key clients and stakeholders, serving as the senior point of contact for escalations and strategic discussions.
• Provide leadership and support to the Client Services Directors (CSDs), ensuring they have the tools and guidance needed to drive performance within their teams.
• Focus on the continuous development of the Client Services team, fostering a culture of excellence, collaboration, and innovation.
• Ensure that the team structure is optimized for scalability and efficiency, addressing any gaps or inefficiencies as they arise.
• Oversee the commercial performance of the Client Services function, driving growth through strategic initiatives and process improvements.
• Lead efforts to enhance documentation, processes, and workflows within the CS team, ensuring consistency, quality, and efficiency.
• Work closely with cross-functional teams to ensure seamless execution of client strategies, with a focus on maximising client satisfaction and retention.

• Stay ahead of industry trends and developments, sharing insights with the team and leveraging opportunities for innovation.
• Represent the company at industry conferences, events, and client meetings, positioning the business as a leader in the market.
• Drive significant growth across all client service teams, with a focus on increasing revenue, client retention, and market share.
• Support the MD in achieving commercial targets, including revenue growth, profitability, and market expansion.
• Ensure the Client Services team is fully equipped to deliver against their KPIs, with ongoing training, development, and support.
• Lead initiatives to improve team structure and processes, resulting in a more agile, efficient, and client-focused organisation.
• Act as the senior voice of the client, ensuring that feedback and insights are integrated into the company’s strategic planning and service delivery.
• Maintain a high level of client satisfaction, with a focus on long-term relationships and value creation.
• Implement and oversee the standardization of processes and documentation within the CS function, ensuring best practices are consistently applied.
• Drive continuous improvement initiatives, optimizing workflows and reducing inefficiencies across the team.

Essential

• Experience: 10+ years in a senior client services or account management role, with significant experience within the affiliate marketing or broader digital marketing industry.
• Leadership: Proven track record in leading large teams, driving growth, and achieving commercial success.
• Strategic Thinking: Ability to develop and implement strategic plans that align with business goals and drive measurable results.
• Communication: Exceptional communicator, able to represent the company and the Client Services function with authority and insight at industry events.
• Innovation: A forward-thinking leader who stays ahead of industry trends and is proactive in driving change and innovation within the team.