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Client Services Director

Stratton Craig
Full-time
Remote friendly
United Kingdom, United Kingdom
About the job

As Client Services Director, you’ll lead and mentor a client services team of six, ensuring we maintain the highest levels of client service.
 
You’ll take the lead growth role, getting under the skin of our existing client base, which crosses multiple sectors, driving relationships and growth across our client portfolio. When it comes to new business, you’ll be instrumental in responding to and securing opportunities with new clients, as well as helping to raise awareness of Stratton Craig through our own events (typically online) and in-person events and networking. As a member of our Senior Management Team, you will also be closely involved in developing and driving our own business strategy, service propositions and culture.


Job Accountabilities

Client servicing:
  • Oversee the day-to-day management of our client portfolio, ensuring we deliver quality work on time and on budget.
  • Apply a continuous improvement mindset to all client services processes and ways of working, ensuring we are always learning and driving initiatives to improve.
  • Build deep, long-term partnerships with our clients.
  • Personally lead a small number of key client relationships.
  • Develop robust formal and informal programmes to assess and monitor client satisfaction on an ongoing basis.
  • Support and strengthen quality assurance processes 
  • Alongside our Commercial Director, drive the correct and consistent use of processes and tools such as Synergist, our job management system.


People management:
  • Manage and mentor the client services team to ensure their ongoing learning and development through a structured PDP programme. 
  • Identify and address training requirements within the client services team and, where relevant, elsewhere in the team. 


Growth:
  • Lead our client development programme to ensure we are effectively cross-selling and upselling our services to existing clients to increase average project spend and overall revenue. 
  • Lead the first response to new client enquiries, leading key pitches/proposals - develop the appropriate proposal/pitch strategy (with CEO), ensuring internal team engagement through the development of the proposal. 
  • Keep abreast of client sectors and developments to assess how our products and services may be of relevance to clients, and what new products and services to develop. 
  • Champion Stratton Craig and raise awareness through events and networking (online and in-person). 

Business management:
  • As a member of our Senior Management Team, report on client results, risks and opportunities as well as People updates at our monthly SMT meetings – drive relevant actions forward.
  • Alongside our CEO, lead the recruitment and induction of new team members.
  • Alongside our Commercial Director, ensure live contracts are in place for all clients.
  • Regularly meet with the team to review loading and take measures to mitigate challenges and maximise utilisation, implement productivity initiatives 

Performance measurements
  • Client satisfaction 
  • Growth in client spend
  • High win record with new clients
  • Team development – meeting PDP goals
 
Qualifications, Skills and Experience Required
  • 7+ years of relevant experience including at least 2 years in a senior agency role (Senior Account Director +)
  • Content management and editing / QA experience
  • Experience in annual and ESG report production 
  • At least 2+ years people management, development and mentorship experience
  • Proven track record of achieving revenue targets, growing client revenues and contributing to wider business growth
  • Ideally, you are an experienced Client Services Director
  • Capable user of Microsoft Office 
  • Exceptional written communication skills, including flawless spelling and grammar
  • Project management
  • Presentation and public speaking
  • Pitching/Sales experience
  • Experience liaising with and managing senior stakeholders including C-Suite 
 
Desirable
Foreign language speaker
Experience managing or delivering content strategies, tone of voice, SEO
Understanding of corporate reporting (Annual and Sustainability) requirements and regulations

Competencies/behaviours required
  • Passionate about the importance and value of language to businesses
  • Ability to influence, inspire, and support fellow team members – you know how to retain talented people in your team
  • Strategic thinking – you are aware of the challenges clients face and adept at finding commercially viable solutions 
  • Energetic and proactive, with a focus on delivering the best business outcomes for our clients 
  • Detail oriented and well-organised 
  • Calm and rational under pressure, professional and well-mannered at all times
  • Confident and enthusiastic with a love of client meetings and conversation
  • A strong sense of team membership and accountability
  • Flexibility : We work with global clients who can require calls and meetings out of hours and there may be travel and overnight stays (typically within the UK). 
  • Ideally, experience working with clients in the US and APAC
 
About Stratton Craig
From our office in Bristol, we help our clients to win through exceptional copywriting services, content strategy, content writing and language consultancy. In everything we write, we focus on the effect our words will have on the people who read them.

Every day, our copywriting agency helps clients increase their reach, launch new products and services, grow trust and understanding, build a digital presence or stand apart in their sector. The best copywriters do more than write: they open minds and open doors. We exist to ensure our clients achieve amazing business outcomes through the strategies, thinking and words we provide.

We work with some of the most dynamic businesses globally, writing across all formats and channels. This includes writing a number of annual and sustainability reports each year for clients in sectors including financial services, logistics, technology, retail and healthcare.

A member of the Positive Change Group, we are trusted partners to some of the world’s leading brands and business.

The Positive Change Group
Stratton Craig form part of the recently founded Positive Change Group, a collective of like-minded specialist agencies with a shared ambition to help bold and visionary businesses spark positive change.

By helping them define and communicate their purpose, strategy, culture and performance – the Positive Change Group is helping businesses inspire trust, build strong stakeholder relationships and create long-term value for the people who matter most.

The Group was founded in 2022, and has become the new holding company which currently consists of three specialist agencies:

Stratton Craig – Content Strategy
Black Sun Global – Stakeholder Engagement
People Made – Brand and Culture

Together, bringing deep expertise on different aspects of stakeholder advisory and engagement, including brand, culture, strategic communications, reporting, ESG advisory, analytics and creative storytelling.

With established headquarters in London, Singapore, and a new office opening in New York; the group works closely together with over 100 multinational brands including the likes of AstraZeneca, Burberry, Diageo, Meta, Olam, Virgin Atlantic and Vodafone.

Here at Stratton Craig we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best work and be relevant in a rapidly changing world