Head of Client Services

  • Boiler Room
  • London, UK
  • Apr 17, 2019
Full time Operations

Job Description

Boiler Room fosters a diverse and inclusive working culture and we ensure that everything we do is always in line with our manifesto. No matter our location, role or status within the company, we focus on working together to achieve the same vision.

We are committed to maintaining a diverse pool of talent who are unfazed by challenges and change, and thrives in a busy environment; experience and opportunities are our main currency.

YOUR ROLE

PURPOSE OF THE ROLE

The Head of Client Services role splits out into 2 core functions:

1) Overseeing the full delivery team who are responsible for executing all brand partnerships at Boiler Room

2) Taking specific responsibility for overseeing the running of our biggest retained client business

On function 1, managing the team:

You will manage a team of 8, with 3 direct reports on the partner business. As a team leader at Boiler Room we expect you to support your reports in their development via processes such as our Quarterly Performance Reviews (QPRs); by leading weekly team meetings & hosting bi-weekly 121’s. You will represent the team within the wider business, working with the MD & other Heads Of Department (HODs) to drive efficiencies, from making sure we’ve got the right processes in place, to bring across how your team are briefing others. Ultimately it’s on you to ensure the best quality of our branded outputs, for both the business & our partners.

On function 2, overseeing our key account:

On the portfolio partnership, you will be the key point person for both the client and intermediary agencies, building and maintaining strong relationships to ensure the campaign meets and exceeds expectations across all touchpoints. You will need to show strong leadership, supporting the team in their decision making, with a top-level view across all components (events / content / marketing & broadcast / talent / comms strategy / data reporting).

MAIN DUTIES

● Lead the team responsible for delivering all brand partnerships, from Project Managers to Project Directors

● Represent the team to the other HODs & senior management, making observations & recommendations for improvements

● Run the lead account by example, driving exceptional client relationships; leading on the planning, implementation & delivery; helping define project scope, goals, deliverables & required resource

● Delegate work amongst the team to ensure efficient use of time and smooth delivery of all aspects of the project

● Managing overall project budgets, allocating and interrogating all department budgets to ensure every aspect of the campaign comes in within budget

● Continually working with senior Commercial and Marketing representatives to ensure that all upsell opportunities are realised and actioned across the course of the campaign

● Ensuring all activity and output meets both partner and Boiler Room objectives and deadlines and hits agreed KPIs in terms of timing, budget and profitability levels

● Grow understanding of client’s wider business needs and insights and identify / lead on potential opportunities

● Assisting in all aspects of driving new sales - lead generation writing proposals, pitching new business

 

EXPECTATIONS (specific to your role)

● To always give our partners the best experience of Boiler Room

● To give SMART (Specific, Measurable, Achievable, Relevant, Time-bound) briefs for any requests from internal teams

● To bring fresh thinking to your projects, always pushing for Boiler Room to be at the forefront of creative execution

● Aim to be best in class and build long term relationships with partners

● Able to relay wider business-related recommendations to senior management in structured and constructive manner

WORKING AT BOILER ROOM

 

EXPECTATIONS

● Demonstrable passion and understanding of the Boiler Room brand and vision

● Be focused and in line with achieving your department’s quarterly objectives

● Facilitate inter-departmental collaboration as well as supporting your team across a variety of projects with different timelines and urgency

● Be proactive

● Attend a variety of meetings, including project-specific stand-ups, weekly department planning and company-wide updates, managing your time wisely

● Be adaptable and ready to work in a fast-paced environment

● Participate in a personal development programme and peer review

 

SKILLS/EXPERIENCE

●Previous demonstration of longevity and experience in past roles at senior levels in a platform/brand/culture-focussed agency delivering brand Partnerships (employed and / or freelance experience will be considered) 

● Extensive experience in delivering campaigns in music and/or youth culture

● Comprehensive understand of social media platforms and algorithms

● Present and discuss ideas clearly, and help translate concepts to the wider business in a detailed and methodical manner

● Exceptional client relations with proven track record of navigating difficult and high pressured scenarios

● Understanding of the music landscape & ability to educate stakeholders on the nuances

● Strong leadership skills and a proven track record to demonstrate them

● Excellent computer proficiency, specifically Keynote, Microsoft Word, Excel and Google Drive