Client Services Team Lead

An ambitious independent digital marketing agency is looking for its first dedicated Client Services Lead
.

The agency works with growing brands to deliver measurable commercial results through paid media, SEO, content, creative and digital strategy. Its model is built around a close-knit team of experienced specialists, allowing it to remain agile, collaborative and genuinely connected to its clients.

As the agency enters its next stage of growth, this newly created role will take ownership of its client relationships and help build a first-class client services function.

You will connect client objectives with the work being delivered across the agency, ensuring that accounts remain strategically aligned, commercially healthy and exceptionally well managed.

This is a hands-on leadership opportunity with clear potential to progress into a Head of Client Services position as the agency grows.

You will oversee the day-to-day health and development of a portfolio of retained clients.

You will understand what each client is trying to achieve commercially, align internal specialists around those objectives and ensure every client has clarity around the strategy, activity and next steps.

You will be the person with the complete picture of each account.

Specialists will continue to lead technical conversations within their areas of expertise. Your role is to bring those work streams together into a coherent strategy and consistently strong client experience.

Working closely with the CEO initially, you will progressively take ownership of most day-to-day client management.

• Act as the primary day-to-day relationship lead across a portfolio of clients.
• Build trusted relationships with senior client stakeholders.
• Lead effective client meetings with clear objectives, agendas and actions.
• Provide proactive updates and ensure clients never need to chase for information.
• Develop a strong understanding of each client’s wider business and commercial priorities.
• Identify potential relationship risks early and take ownership of resolving them.
• Manage challenging conversations calmly and constructively.
• Maintain a clear account plan for every significant client.
• Connect marketing activity to each client’s commercial objectives.
• Work with specialists to establish meaningful KPIs and measures of success.
• Translate technical recommendations and performance data into commercially relevant client conversations.
• Coordinate quarterly business reviews and strategic account meetings.
• Keep internal teams focused on the priorities that will have the greatest client impact.

• Translate client conversations into clear briefs, actions and deliverables.
• Coordinate activity across paid search, paid social, SEO, content, creative and other specialist disciplines.
• Ensure actions have clear owners and realistic deadlines.
• Maintain momentum across projects and proactively address anything that begins to drift.
• Ensure commitments made to clients are delivered.
• Protect specialist delivery time by keeping meetings focused and involving the right people.

• Understand the commercial scope and agreed deliverables of every account.
• Monitor client requests against retained services and identify scope creep.
• Hold confident conversations when requirements fall outside the agreed scope.
• Identify opportunities where the agency can solve additional client challenges.
• Work with the CEO and specialist teams to develop appropriate proposals.
• Support contract renewals and extensions.
• Grow existing relationships where additional services will create genuine client value.

Over time, you will take measurable responsibility for both client retention and account growth
.