Head of Client Services – Marketing Operations Agency

The Head of Client Services is responsible for ensuring the successful delivery of CRMT Digital’s client engagements across Marketing Operations, Martech, Data and AI projects. This role leads the Client Services organisation, ensuring consistent excellence in delivery, proactive client growth, operational efficiency, and high team performance.

You will be accountable for client satisfaction, retention and revenue growth across the portfolio, ensuring CRMT Digital is seen as a trusted, strategic partner to global enterprise clients such as Lenovo, SAP, Genesys and others.

Job Title: Head of Client Services – Marketing Operations Agency
Location: Reading-Hybrid (with occasional UK and overseas travel)
Reports to: Managing Director
Department: Client Services

Client Leadership & Relationship Management

• Serve as the executive point of escalation for key clients, ensuring service excellence and proactive strategic guidance.
• Drive long term client relationships, expanding account value through understanding business challenges and aligning CRMT’s services to client priorities.
• Oversee Quarterly Business Reviews (QBRs), strategic account plans and client health scoring.

Operational & Delivery Leadership

• Lead the Client Services team including Account Directors and Account Managers, ensuring engagements are delivered to scope, on time and to a high standard.
• Build and embed best practice client services methodologies across account planning, delivery governance, resourcing and risk management.
• Partner with Delivery and Operations teams to continuously refine processes for scale and efficiency.

Commercial Accountability

• Own customer revenue forecasting, margin management and account growth targets across the client portfolio.
• Work to account growth targets, spear heading cross and upsell opportunities
• Support sales effort in joining pitches, identifying expansion opportunities and shaping proposals and SoWs.
• Ensure accurate commercial documentation, rates, change control and contract governance.

People Leadership

• Coach, mentor and develop a high performing Client Services team, fostering a culture of accountability, collaboration, and continuous improvement.
• Support team capacity planning and recruitment in line with business growth.
• Provide leadership during organisational change, ensuring stability and clarity for the team.

Strategic Contribution

• Contribute to CRMT’s management team, influencing business strategy, service innovation and go to market plans.
• Drive the evolution of CRMT’s client engagement models, ensuring alignment with market shifts in Martech, AI, Automation and Marketing Ops.
• Collaborate closely with Chief Consultancy Officer to ensure services remain competitive and deliver measurable value.