Client Services Director

We are seeking a Client Services Director to join our Stockton-on-Tees.

As a Client Services Director at Visualsoft, you will own and be accountable for your own business area within the Client Success team. 

Your portfolio of clients will form your own business area within the Client Success team. You will be accountable for growing recurring revenue into Visualsoft, and growing online GMV from your portfolio of clients by leveraging Visualsoft products and services. 

To help you achieve this, you will lead and nurture a team of Account-based roles who will be responsible for managing the day-to-day of your client portfolio, hitting individual KPIs and ensuring clients are advocates of Visualsoft. 

Whilst your team will be responsible for the day-to-day communication with your clients, you will drive them to deliver against department KPIs and develop a multi-layered client relationship

Duties & Responsibilities

Department KPIs

• Upsell - Achieve monthly upsell targets by ensuring your team is aligning client needs with Visualsoft products and services. 
• Churn/Risk - Reduce revenue at risk from your client portfolio by increasing the number of Promoters within your client portfolio.
• Contract Renewals - Avoid rolling contracts by promptly renewing your clients in advance of their renewal date where possible. 
• NPS - Ensure your team is achieving strong response rates to CX surveys and following up promptly with clients. 
• Revenue - Aim to grow the invoice value from your portfolio.

Business Forecasting

• Contribute to the monthly Management Accounts by accurately forecasting upsell and churn events from your client portfolio.
• Produce a detailed monthly forecast of upsell opportunities in terms of timing and value.
• Produce an accurate view of churn events in terms of timing and value.
• Contribute to monthly Sales Commit meetings by pledging a number against targets
• Build and maintain Decision-Maker client relationships.
• Leverage your team to provide day-to-day communication to clients within your portfolio.
• Ensure strong multi-layered client relationships throughout your portfolio

Client Growth

• Be confident in researching and creating e-commerce strategies that span the entire Visualsoft portfolio, industry insights and search trends to demonstrate opportunities for growth.
• Align clients’ future business goals with short and long-term strategies, fully understand and shape your client's roadmap and objectives for the next 1-5 years.
• Present pitches and proposals to key stakeholders both internally and externally with clients.
• Be a specialist and an e-commerce guru, able to wrap around client roadmaps by knowing which Visualsoft products and services are most suited to their needs. 
• Identify, propose and close upselling opportunities to secure additional business from existing clients

Line Management

• Coach the team to deliver high standards of customer service with a client-centric mindset at all times.
• Ensure all client communication and client-facing documents are delivered to a high standard.
• Ensure your team is following processes competently and identify training needs to maintain high and consistent levels of service.
• Provide support to your team where required in terms of calls and meetings, both internal and external.
• Observe meetings and follow up with feedback and coaching to improve client experiences.    
• Drive the team to minimise the number of credits, either by suggesting and implementing ways to reduce human error or by offering alternatives.
• Conduct bi-annual performance appraisals for your team and fulfil general line management duties, whilst ensuring adequate office cover at all times.
• Recruit and induct new team members when required, in alignment with the department headcount forecast.
• Lead the invoice approval process for clients to ensure all invoices are approved by the appropriate team member by close of play on the first working day of each month

Resource & Planning

• Contribute to the creation of Quarterly Business Review (QBR) content each quarter by liaising with the relevant business leaders to ensure we’re presenting our clients with the latest innovation, tech, updates and upcoming stories at Visualsoft. 
• Ensure all channels of communication into the team are monitored and managed to meet service levels.
• Monitor the data integrity across your team to ensure client contact details, retainers and documents are accurate and up to date.

Escalations

• Be the first point of contact for your team for escalations, issues that arise, and/or complex queries that require senior attention.
• Clearly articulate and escalate any issues that require greater attention up to the executive leadership team.
• Aim to resolve issues the first time by offering appropriate solutions to problems

Personal Development

Identify and agree personal development needs, and take actions to address these.

Requirements

Essential

• Proven experience working within either a digital agency environment or in-house ecommerce role, both at a senior level
• Proven experience working across at least one digital marketing channel - PPC, Social, SEO, Affiliates, Email and CRO
• Have a detailed understanding of the digital landscape and emerging opportunities and how to apply this knowledge to business
• Proven experience of managing people and teams
• Proven experience presenting to key business stakeholders 
• Google Analytics certified 
• Google Adwords certified
• Strong communication skills both written and verbal
• Strong presentation skills
• Strong workload management and prioritisation skills
• Well presented, well-spoken, articulate and professional
• Determined, driven and willing to learn
• Supportive and ability to mentor others

Desirable

• Experience working at a senior level with line management experience
• Previous experience of consultative selling
• A knowledge or appreciation of eCommerce
• Results orientated
• Ability to generate new ideas
• Ability to overcome challenges

Benefits

• Competitive basic salary + highly achievable bonus and commission

• Great progression opportunities
• Unlimited paid holidays - yes that's not a typo!
• Hybrid working
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog friendly
• A high-performance MacBook and iPhone
• 'Health Assured' Employee Assistance Programme
• Free eye tests and flu jabs
• VS Perks, have a monthly treat on us; from Amazon vouchers, Playstation credits, ASOS, H&M to Just Eat, there's something for everyone!
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Friday afternoon drinks to wind down for the weekend
• Pension scheme to help you save for the future
• Cycle to work scheme
• Discounts across our brands
• Regular team social events
• Training & development

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce providers, we’d love to hear from you.

A little formality… by applying you implicitly consent to us processing your data for review for this vacancy only.

Talent Hunter Referral Bounty - £250

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

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Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.

The role is subject to evidencing the right to work in the UK. We are a registered sponsor licence holder and we welcome applications for candidates that would require a skilled worker visa to perform this role, subject to meeting all eligibility requirements under the immigration rules.
Although Visualsoft offers a variety of flexible working options, the work for this role must be performed in the UK and we will therefore not be considering applicants who wish to work from outside of the UK remotely.