CTI Digital are looking for a well-established and results-driven client services director to join the business. Based in the heart of Manchester, CTI is now one of the largest digital transformation agencies outside of London. Our journey is unique and we need dedicated and talented people to join us to help our continued growth and development. Not only will you have exposure to some exciting technologies but you’ll also get to know our various teams and departments.
What will I be responsible for?
Our Client Services Director will be responsible for overseeing all client service activities, ensuring client satisfaction, and fostering long-term relationships. This role requires a strategic thinker with exceptional leadership skills, a deep understanding of client needs, and the ability to drive team performance to achieve company goals, you’ll also sit on our Senior Leadership Team.
Client Relationship Management:
- Develop and maintain strong, long-lasting client relationships.
- Serve as the primary point of contact for key clients, addressing their needs and ensuring their satisfaction.
- Conduct regular meetings with clients to assess their satisfaction and identify areas for improvement.
- Act as a point of escalation for our strategic business leads, supporting the squads.
Strategic Planning and Execution:
- Develop and implement strategies to enhance client services and satisfaction.
- Identify opportunities for growth within existing client accounts.
- Collaborate with senior management to align client service strategies with overall business objectives.
Team Leadership:
- Lead, mentor, and develop the client services team.
- Foster a positive and collaborative team environment.
- Set performance goals and conduct regular performance reviews.
- Lead and inspire a high-performing Client Services team.
- Identify and address skill gaps within the team, providing opportunities for professional development.
- Set clear goals and KPIs for the Client Services and track progress towards achieving objectives.
Service Delivery:
- Ensure the timely and successful delivery of our solutions according to client needs and objectives.
- Monitor and manage client service metrics and KPIs.
- Address and resolve any client service issues or complaints.
Cross-Functional Collaboration:
- Work closely with sales, marketing, product development, and other departments to ensure a seamless client experience.
- Provide client feedback to internal teams to improve products and services.
Reporting and Analysis:
- Prepare regular reports on client service activities and outcomes.
- Analyse client service data to identify trends and areas for improvement.
- Present findings and recommendations to senior management.
Key Skills & Qualities
- Bachelor’s degree in Business Administration, Marketing, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in client services, account management, or a related field.
- Proven experience in a leadership role, managing a team of client service professionals.
- Strong understanding of client service principles and practices.
- Background in an agency environment.
- Excellent communication, interpersonal, and negotiation skills.
- Ability to think strategically and execute effectively.
- Proficiency in CRM software.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
Location: Our head office is Manchester city centre (Ancoats) - we adopt a hybrid working model (2 days in the office per week).
Why CTI Digital?
Having recently received a £25 million investment, CTI is now on an accelerated path with growth in several areas across the business and its other brands. We are committed to ensuring our employees have the best possible opportunities to learn and develop along the way, offering continued professional development days for all levels of the business with a dedicated budget. We pride ourselves on providing high-quality services to clients and recognise the hard work that our staff do that's why we also offer many other benefits including:
- 28 days annual leave, in addition to the bank holidays.
- Six days per year for your continuing professional development (CPD).
- Personal training and development fund.
- Workplace nursery scheme.
- Health cash plan.
- Cycle-to-work scheme.
- Life assurance scheme.
- Flexible working hours.
- Employee Assistance Programme.
- Annual subscription to Leafyard, a mental wellbeing platform.
- Pension 4% matched.
- Free breakfast on a Monday (if in the office).
- Company socials.
At CTI Digital, we are committed to fostering an inclusive, equal and diverse workplace. We encourage candidates from all backgrounds & communities to apply. If you are a skilled professional with a passion for digital transformation to help businesses succeed, we would love to hear from you. You can also find out more about our work with equality, diversity and inclusion here .
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