Head of Client Services - Content​/Copywriting Agency

Head of Client Services - Content/Copywriting Agency

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As Head of Client Services, you’ll lead and mentor our busy client services team, ensuring we maintain the highest levels of client partnership, creative excellence and commercial performance.

You’ll take ownership of driving growth across our existing client base, getting under the skin of relationships that span multiple sectors and spotting opportunities to expand our work.

You’ll also play a key role in winning new clients, both as part of our pitch team and through helping to raise awareness of Stratton Craig at events and through networking.

Crucially, you’ll be accountable for the commercial health of our client portfolio - monitoring utilisation, recoverability and profitability to ensure we price, package and deliver work in ways that are both effective for clients and sustainable for the agency.

As a member of the Senior Management Team, you’ll contribute to shaping our overall business strategy, refining our service propositions and embedding a culture that balances creativity, excellent service and commercial success.

• Build deep, long-term partnerships with our clients.
• Personally lead a number of key client relationships.
• Oversee the management of our client portfolio, ensuring we deliver quality work on brief, on time and on budget.
• 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.
• Develop robust formal and informal programmes to assess and monitor client satisfaction on an ongoing basis.
• Proactively seek continuous improvement in our client service standards.
• Contribute to and/or lead key pitches and proposals to win new clients.
• Champion Stratton Craig and raise awareness of our offer through our own events and networking.

• Drive strong commercial performance of client accounts, ensuring work is delivered profitably and in line with agreed estimates.
• Monitor and analyse utilisation, recoverability and project profitability, using insights to identify risks and opportunities for improvement.
• Work with the team to identify and embed process improvements that drive efficiency, scalability and profitability.
• Translate financial and utilisation data into clear actions, coaching the team on best practices for managing scope, budgets and timelines.
• Champion a culture of commercial awareness across the client services function, balancing creativity and client satisfaction with sustainable, profitable growth.

• Lead, inspire, and develop a high-performing Client Services team, fostering a culture of accountability, collaboration, and continuous improvement.
• Provide clear objectives, coaching and regular feedback to ensure team members achieve individual and collective performance goals.
• Oversee resource allocation, workload balance and professional development to support both client needs and employee growth.
• Drive talent management initiatives, including recruitment, onboarding, succession planning and retention of top performers.
• Champion employee engagement and wellbeing, creating an inclusive environment where diverse perspectives are valued and respected.
• Manage performance issues proactively and fairly, ensuring compliance with company policies and employment legislation.

• As a member of our Senior Management Team, report on client results, risks and opportunities as well as team development at our monthly SMT meetings – and then drive relevant actions forward.
• Alongside our CEO, lead the recruitment and induction of new team members.
• Alongside our Commercial team, 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, productivity and profitability.

• Client satisfaction
• Growth in client spend
• Project profitability
• High win record with new clients

• 7+ years of relevant experience including at…