Head of Client Services
Reports to: Commercial Partnerships and Marketing Director
Hours: Permanent, full-time (39.5 hours per week)
Salary: Flexible, depending on experience
Location: Hybrid Remote (3 days in Huddersfield Office)
We're the Ello Group, the people who create everlasting connections between brands and consumers. We are the engine behind some of the UK's biggest brands' reward and loyalty programmes – Compare the Market, Vitality, Vue, Vodafone, Lloyds, NatWest to name a few – providing them with the tools to give consumers genuinely rewarding acquisition, engagement, and customer retention.
Bringing brands and consumers together is our bread and butter. From food to films, coffee, and more – our homegrown brands tastecard, Coffee Club, and Gourmet Society help people save money on the things they love without compromising on their lifestyles. We work with some of the largest consumer brands in the UK to deliver our products including Caffe Nero, Krispy Kreme, PizzaExpress, Prezzo, and Dominos to name a few.
Role Purpose:
This is a leadership role with a focus on building strong relationships with our clients and partners, driving revenue across our B2B clients, and successfully managing a team.
The Head of Client Services will be responsible for overseeing all elements of our client relationships, delivering a best-in-market service meeting both client and Ello Group business objectives.
Responsibilities include:
* Lead on key client and partner relationships maintaining excellent communication and keep clients informed about new developments in Ello’s products.
* Build and maintain strong relationships with key clients and stakeholders to understand their needs and ensure their expectations are met.
* Understand and ensure compliance with contractual requirements.
* Oversee client requests and work with all departments to deliver them effectively.
* Lead client meetings and work to drive performance for them across product and marketing.
* Ensure the business's technological and data capabilities are aligned with client needs.
* Provide client insight, reviewing data reports and analysing them to spot trends and commercial opportunities.
* Drive new revenue opportunities across both clients and partners.
* Monitor and analyse client feedback to drive continuous improvement in services and processes.
* Plan and oversee new marketing initiatives for clients working collaboratively with marketing teams.
* Attend conferences and industry events.
* Work with the Commercial Partnerships Director to develop client and partner growth strategies and deliver targets within budget.
* Oversee the training and development of the client services team. Ensure that Career Compass requirements are met.
* Always ensure compliance with company policies in line with ISO 27001:2022, BS 10012:2017, ISO 50001:2018, ISO 22301:2019.
What does the ideal candidate look like?
* A confident, proactive, self-motivated individual who has more than 5+ years of experience managing high-profile clients in a similar role.
* They must have the skills to communicate effectively with both internal and external senior stakeholders.
* It is key that they are socially adept so they can transition from simple chats on the phone to senior stakeholder meetings.
* Can be the face of Ello for clients and partners.
* Demonstrate previous experience in a client management role.
* Demonstrate a strong understanding of the market across all Ello products including improvements, changes, and future expectations of the market.
Additional skills we are looking for:
* Strong people and communication skills
* Commercial instincts and strategic mindset
* Analytical thinking skills
* Strong attention to detail
* Creative
* IT fluency – confident using both Excel and PowerPoint
* In-depth knowledge of the industry and its current events
* The ability to work efficiently even under pressure to meet deadlines
* Skill in prioritising and triaging obligations
* Excellent time management and organisational skills
* Aligned with Ello core values
At Ello Group, we are committed to creating a diverse, inclusive, and equitable environment where everyone feels valued and empowered. We believe that diverse perspectives make us stronger, and we encourage applicants from all backgrounds to apply.
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