Client Services Lead – Print & Direct Mail

Role:
Customer Services Manager

Based:
Birmingham

Salary: 40k + car allowance + commission + performance bonus

As a result of continued growth we are seeking an experienced Client Services Manager with sound industry knowledge and strong leadership skills to lead our client’s customer services team.

This is a key management post within a highly progressive and ambitious company. Reporting directly to the Commercial Director, you will need to demonstrate the ability to multitask, define priorities, and demonstrate strong analytical and leadership skills working in a high‑pressure, service‑led, fast‑paced environment. You should have extensive knowledge of print & direct mail, processes and be able to demonstrate exceptional customer service skills at all levels and ideally come from a similar background or be someone who is looking for a challenge to step up to.

• Lead & manage the Client Services teams ensuring performance meets expectations.
• Undertake strategic quarterly reviews with the client base.
• Mentor and coach team members.
• Ensure client services processes and procedures are efficient and documented.
• Fully responsible for performance and delivery of the Client Services Team.
• Champion process conformance, measure progress, adapting where necessary with stakeholders.
• Act as the immediate point of contact for team members, key clients and directors to deliver exceptional customer service.
• Fully train and mentor staff where needed, creating personal development plans.
• Measure and report on performance.
• Support team members with regular service reviews with clients.
• Provide management reporting to the Board as agreed.
• Ensure all accounts are adequately resourced.
• Plan future resource needs when implementing new business.
• Champion & manage overall client experience and act on feedback.
• Work with the team on management information systems and own from a CRM perspective.
• Perform all HR actions pertaining to team performance and reviews.

• Excellent organisation and communication skills.
• Process‑led and methodical.
• Strong attention to detail.
• Ability to work on own initiative and as a fully‑fledged member of the team.
• Strong organisational and leadership skills.
• Ability to build trust, value others, communicate effectively, drive execution and focus on delivery to customers.
• Strong Direct Mail and marketing knowledge.
• Ability to mentor and assess the needs of personnel and train them where applicable.
• Personable character with a positive work ethic.

This position has now been filled, but it remains listed on our website as we have other similar vacancies. If you are interested in other roles, please contact our recruiters:
Head of Packaging recruitment – Greg Nelson (), Head of Print recruitment – Neil Pearson (), Head Paper recruitment – Gary Young ().