Director Of Client Services

Role: Director of Client Services – Manchester 
Elevation Recruitment Group - Marketing Division are excited to be working a Shopify specialist who are on the lookout to grow their team with the addition of a Director of Client Services.
Salary: £45k-£55k Per annum Hours: 9am- 17:30pm Monday to Friday

Benefits:

• Progression and training opportunities give with a bespoke development plan created

• Flexible working hours

• Company events

• Monthly massage

• Hybrid working, only in the office one day per week

We’re looking for a talented Director of Client Services to join our team and be the go-to person for our delivery team. This role will oversee, coordinate, and participate in the development of the delivery team and handle all client relationships post initial sale.

This role will require the ability to get along with just about anyone you meet, oversee our agency-client relationships, help build strategies to suit each client’s needs, and lead every part of our team to make sure we hit our deadlines and deliver excellent results. You must feel comfortable dealing with changing needs and enjoy the occasional curveball. Furthermore, work responsibilities will be separated into two buckets, client and employee facing, all with the goal of maximising retention. Core Project Management skills, that are a must:

• Team management of a creative, marketing or technology agency
• Experience w/ contracts, budgets, timelines, resources, and staffing
• Identifying ways to improve systems and process
• Managing project manager resources
• Work well with people and understand how to make their jobs easier
• Negotiating and/or dealing with client requests
• Timeline management
• Passion for, and understanding of E-commerce, Design & Technology
• Brand or Agency experience in increasing CR, AOV, CLTV
• Experience in eCommerce, specifically working with merchants and building up accounts

Responsibilities:
1) Client Facing:
a. Onboarding New Clients:
i. Scheduling and executing kickoff calls.
ii. Guiding the Delivery team through best practices for setups and implementing new processes.
iii. Determining what strategists & builders to assign to work with the client.
iv. Teeing-up template specs & client preferences for strategist & builders.
v. Developing strategies to enhance on-site performance for the team to execute.
vi. Thorough understanding on CRO, AOV & CLTV.

b. Relationship Building & Communication With Clients:
i. Bi-annual strategy sessions with clients.
ii. Monthly surveying of Clients, interpreting of results, relaying feedback to strategists & builders, management of ongoing improvements.
iii. Problem solving issues with clients as they are elevated beyond strategists.
i.e. client deviating from contract, breaking expectations, not communicating, over communicating, with past-due invoices, etc.
iv. Managing client contracts, their timeframes, renewals, and upsells v. Learning, understanding, and talking general e-commerce, beyond our specific services, making referrals to other partners we work with, etc.

c. Offboarding Clients:
i. Scheduling and executing offboarding calls.
ii. Relaying feedback to the team and logging info in Confluence for continuous improvement.

2) Employee Facing:
a. Management of Project Managers.
i. Executing monthly check-ins along with the senior management team to understand bandwidth, happiness, and areas for growth.
ii. Developing & monitoring action plans based on monthly check-ins for continuous improvement.
iii. Answering and recording in Confluence all tech, design, strategy, software, etc. questions from builders and strategists.

b. Confluence SOP Documentation & Management:
i. Full service delivery for full build projects (redesigns, platform migrations, new store setups) and ongoing services (retainers).
ii. Team structure.
iii. Strategy for build and project management iv. Software overviews.

c. Administrative:
i. Working with CEO to hire, onboard, and help train new hires.
ii. Working with CEO/Ops to offboard outgoing team members.
iii. Working with senior management for coordination of time off for the team to make sure Client Services are covered.
iv. Working with CEO/Ops to run team meetings and set agendas, communicating company direction, new updates, etc.

3) KPIs:
a. Employee Retention:
i. Establishing baseline for employee retention and working to understand needs, developing plan for ongoing improvements.
ii. Utilisation of service efficiency (time tracking), project profitability, communication, and surveys to understand employee happiness.
b. Client Retention:
i. Establishing baseline of normal client churn, i.e. 15% annually.
ii. Working to understand why clients leave and developing plan for ongoing improvements to prevent it.
iii. Utilisation of Client results (revenue generated & ROI), communication, & surveys to understand client happiness.
iv. Increasing monthly retainers spend.
v. Increase clients from full project builds onto retainers.