Head of Client Services

About Black Propeller:

Black Propeller is a dynamic and innovative digital media agency committed to delivering exceptional results for our SMB and Enterprise clients. We leverage data-driven strategies, cutting-edge technologies, and a client-centric approach to drive business growth. As a leader in the digital landscape, we are seeking a strategic and experienced Head of Client Services to lead our client services team and ensure unparalleled client satisfaction.

Position Summary:

The Head of Client Services will be a pivotal member of the leadership team, responsible for overseeing and optimizing all aspects of client relationships and service delivery. This role requires a strategic thinker with a proven track record of building and leading high-performing client services teams in the digital media industry. The ideal candidate will possess a deep understanding of digital marketing strategies, a passion for client success, and the ability to drive innovation and efficiency.

Responsibilities:

Strategic Client Relationship Management:

• Develop and Implement Client Service Framework: Design and implement a robust client service framework aligned with the agency's strategic objectives, focusing on the top 50 clients.
• Establish Clear Objectives & KPIs: Define and track SMART objectives and KPIs to measure client satisfaction and campaign performance.
• Deep Audience Understanding: Lead the team in conducting thorough audience research, leveraging data from various sources (CRM, social listening, first-party data) to gain actionable insights.
• Data-Driven Decision Making: Champion a data-driven approach, integrating data from multiple platforms, utilizing predictive analytics, and implementing A/B testing strategies.
• Efficiency & Scalability: Streamline processes, implement automation tools, and leverage centralized platforms to enhance efficiency and scalability.
• Learning Agendas: Develop and implement learning agendas for all top 25 clients by the first 90 days, and continue to develop learning agendas for all clients.
• New Business: Partner with COO, Sales, Media and Strategy leaders to lead, develop and pitch multi-channel digital strategies to prospective clients.

Day-to-Day Client Management:

• Deepen Existing Client Relationships: Proactively identify and address client needs, conduct regular business reviews, and build strong relationships with key decision-makers.
• Maximize Client Value: Identify opportunities to optimize campaigns, explore new service offerings, and champion client success stories.
• Improve Client Communication & Collaboration: Establish clear communication protocols, utilize project management tools, and address client concerns promptly and effectively.
• Drive Client Retention: Monitor client satisfaction, develop loyalty programs, and mitigate potential risks.
• Foster a Client-Centric Culture: Lead by example, empower team members, and create a culture of continuous improvement.

Leadership & Team Management:

• Team Leadership: Recruit, train, and mentor a high-performing client services team.
• Performance Management: Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Cross-Functional Collaboration: Collaborate with other departments (e.g., strategy, creative, media buying) to ensure seamless service delivery.
• Process Improvement: Continuously evaluate and improve client service processes and workflows.

Qualifications:

• 8-10 years of experience in digital media client services leadership.
• Proven track record of building and leading high-performing client services teams.
• Deep understanding of digital marketing strategies, including SEO, SEM, social media, CRM and Performance Creative
• Strong analytical skills and experience with data-driven decision making.
• Excellent communication, presentation, and interpersonal skills.
• Ability to build and maintain strong client relationships.
• Experience with CRM (Hubspot is ideal), marketing automation, and project management tools.
• Strategic thinker with a passion for innovation and client success.
• Bachelor’s degree in marketing, business, or a related field.

Key Skills:

• Client Relationship Management
• Strategic Planning
• Data Analysis
• Team Leadership
• Communication
• Project Management
• Digital Marketing Expertise
• Predictive Analytics
• A/B Testing

Benefits:

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative team.
• Chance to make a significant impact on the agency's growth.
• Professional development opportunities.