Jobs: Head of Client Relationships

Marketing and Client Relationships is a crucial function within Reech, focusing on managing and growing our existing client through devising client strategy, developing client relationships and delivering client objectives. Reech needs someone to come in to lead and develop this team, alongside our clients marketing strategy.

This is a truly exciting opportunity for someone who is passionate about seeing a marketing plan from conception to delivery, delighting our clients and delivering results. We are looking for an enthusiastic, highly organised and motivated individual to join our management team, make their mark within an extremely successful, friendly and award-winning marketing agency located in Shropshire.

This role will be varied, including leading the team, whilst working on an abundance of clients and projects across a diverse range of channels including; branding, print, advertising, digital marketing, video, website development and so much more.

Who we are:

Reech, established in 2009, is fast becoming Shropshire’s leading full-service marketing agency. We provide branding, design, digital, photographic and marketing services to predominantly B2B businesses, often acting as their outsourced marketing department.

If you are successful you will join a talented, close-knit and fun-loving team, who work in a highly collaborative way sharing ideas, knowledge and best practice.

We offer the chance to develop and grow within a highly skilled and dedicated team, whilst delivering unique, exciting, and often challenging projects in the UK and abroad.

Responsibilities of Head of Client Relationships role:

 Client Marketing Services

  • Oversee, lead and inspire the Client Relationship Team (CRT) as they manage and grow a clients marketing strategy
  • Develop and maintain an in depth understanding of the client’s objectives, brand, key audiences, competitors and previous marketing outcomes
  • Work proactively with clients and internal teams to develop and deliver a range innovative and effective marketing solutions that meet the client’s business needs
  • Arrange and chair client marketing meetings to review current plans, evaluate marketing outcomes, present new ideas and plan next steps based on current pressure points and business needs
  • Lead or client onboarding into the agency, with supported direction from Client Services Director
  • Organise regular huddles with CRT and other team members to proactively discuss clients, share best practice and prepare ideas that will surprise and excite clients
  • Support the team and clients to strategically plan their marketing strategies, building a pipeline of planned projects across retainers
  • Obtain client feedback and increase client satisfaction and engagement
  • Manage tracking and reporting of performance to ensure team accountability and quality of service
  • Define and optimise client lifecycle through the client relationship team
  • Ensure all client interactions with Reech are dealt with in an exceptional manner to ensure we are recognised and valued for delivering a world class service to our clients
  • Conduct client service level reviews to ascertain client happiness, seeking out strategy and service expansion opportunities

Leadership & Team Responsibilities

  • Main escalation support for client escalation within the team, with support from Client Services Director
  • Ensure the team is continually developing their digital and marketing expertise
  • Develop highly effective teams that attract the best account people in the industry
  • Attract, develop and retain talent, building a track record of developing leaders
  • Contribute to the overall business profile on social channels through thought leadership, professional excellence and innovations above and beyond our competitors
  • Work closely with the Board to help establish and achieve customer relationship targets for the team
  • Instil a sense of continuous improvement within the client relationship team to ensure they have freedom and space to grow both personally and professionally

Corporate

  • Report on client RAG status on retainers/projects focusing on risks, issues, bottlenecks that will have a commercial or reputation impact, and where director support is needed
  • Create and develop marketing and commercial opportunities with clients maximising account and revenue growth for Reech
  • Take ownership of client relationships and marketing experience, liaising with other service owners and Board to enhance our offer, working to identify improvements and opportunities
  • Actively input into the development of the corporate strategy based on an understanding of marketing, digital and client relationship management
  • Promote the company’s purpose and vision and ownership of its values and strategic objectives
  • Contribute to the development of a culture that enjoys the challenge of meeting stretching financial and performance targets
  • Be responsible for self-development and to participate in the company performance development process
  • Work with the Client Services Director on strategy to help reduce churn, increase productivity whilst increasing revenue across the team and ensuring we retain exceptional client relationship management
  • Develop a continuous feedback loop in relation to client health scores across the business
  • Work with the management team to bring creative solutions to prospective clients and to build the business of current clients
  • Carry out all duties in accordance with company policies and standards

Requirements for Client Relationship Manager role:

  • Minimum 2 years in a senior management level position
  • Minimum 3 years developing marketing strategies within a client or agency environment
  • Proven leadership experience managing teams and coaching and mentoring individuals
  • Strong marketing thinking and understanding of the communication disciplines
  • Exemplary client service skills with ability to maintain and extend client relationships
  • Well developed interpersonal skills and experience interacting with senior stakeholders
  • Excellent time management, numeracy skills and attention to detail
  • Fluent and articulate in verbal and written presentations, conveying interest and enthusiasm
  • Assertive and able to take charge of a situation to lead, motivate and influence others
  • Excellent understanding and experience of the digital industry.

Benefits of Client Relationship Manager will include:

  • Permanent role;
  • Pension scheme;
  • 28 days annual leave, including bank holidays;
  • Support, training, and guidance
  • Your birthday off (yes, the whole day!) once you’ve been with us for a little while;
  • A modern, relaxed working environment with awesome staff benefit

Salary and how to apply:

  • Job Type: Full-time
  • Salary: £30,000 to £35,000 /year depending on experience
  • When applying please submit your CV and covering letter to [email protected]
  • NO AGENCIES PLEASE.