Head of Client Services

Williams Commerce is a digital agency established for 15 years and part of the Next15 Communications group a UK PLC with a global footprint across 50 offices in 15 countries. We help brands grow by redefining and accelerating the digital customer experience creating rapid value and enabling future digital business.

Role overview

We are looking for a strategic and commercially-minded Head of Client Services to lead and develop a Client Services team across our e-commerce-focused portfolio.

This role sets out to ensure outstanding client delivery while unlocking strategic growth opportunities.

Youll oversee a team and work cross-functionally with delivery strategy and product teams to enhance our partnerships and performance.

You will report to the Chief Client Officer.

As a Head of Client Services at Williams Commerce you will:

• Lead and evolve our Client Services approach advocating for client-centric strategies that accomplish measurable outcomes across retention satisfaction and commercial performance.
• Drive long-term account planning and growth across main clients ensuring strategic alignment with their evolving e-commerce goals.
• Build deep trusted relationships with senior client partners becoming an important advisor on digital commerce strategies.
• Identify and realise opportunities to introduce wider services from the Williams Commerce group maximising client value and commercial growth.
• Proactively flag and mitigate risks across our client portfolio ensuring sustained delivery excellence.
• Collaborate on new business efforts especially within existing accounts playing an important role in strategic upsell and cross-sell pitches.
• Represent Client Services performance at leadership meetings contributing to forecasting planning and agency growth strategy.

Team Development & Performance

• Lead and mentor a team creating a high-impact culture with shared accountability for client outcomes.
• Oversee talent pathways performance reviews and development plans to ensure the continuous progression of our client services function.
• Champion collaboration across internal disciplines including delivery creative technical and strategy ensuring cohesive impactful client outputs.
• Embed operational rigour in account governance budgeting and forecasting processes working with finance and operations to promote commercial accuracy and efficiency

Innovation Insight & Industry Engagement

• Use insight and the latest trends in digital commerce to inspire innovative solutions and inform strategic planning with clients.
• Be the specialist internally and externally promoting Williams Commerces point of view on e-commerce evolution.
• Support productisation and service refinement by feeding back client needs and commercial opportunities into internal R&D and innovation teams.
• Ensure the team remains ahead of digital and retail commerce trends nurturing an environment of continuous learning and market relevance.

You will bring:

• Experience with client services leadership within a digital commerce or full-service agency environment.
• Welldeveloped commercial awareness with experience managing large account portfolios driving account growth and profitability.
• Deep understanding of e-commerce platforms (e.g. Adobe Commerce Shopify BigCommerce) and associated digital ecosystems.
• Exceptional stakeholder management and conveying ideas clearly with the ability to influence at the C-suite level.
• Experienced in leading multi-disciplinary teams and operating at a senior level within a high-growth business.
• Comfortable managing complex delivery landscapes often involving technology strategy and creative delivery.

And in return Williams Commerce offers:

• Up to 28 holidays bank holidays
• Employee health care (after one years service)
• Professional development: conferences workshops seminars courses and webinars are all there for the taking.
• Healthcare and pension plans.
• Company equipment
• Discounted city parking
• Onsite gym
• Free healthy snacks

Why Us

Williams Commerce recognises that managing diversity is a continuous process of improvement and not a one-off initiative. Therefore we develop and review our diversity strategy on an annual basis to support the achievement of business goals including ways of addressing the diverse needs of our clients.

As a growing global company we focus on fairness and inclusion ensuring that merit competence and potential are the basis for all decisions about recruitment development and appraisals. Williams Commerce takes pride in keeping up to date with employment law and best practices when promoting equal opportunities and ensuring a diverse workforce.