We're seeking an experienced Client Services Director to oversee a portfolio of premium-level accounts, with a strong focus on transitioning them to Shopify.
To excel in this role, you'll need hands-on Shopify experience to effectively guide both our clients and internal teams through the migration process and beyond.
We have offices in Stockton-on-Tees, Newcastle upon Tyne, and Manchester, but we welcome applications from candidates based anywhere in the UK.
Role Overview
As an experienced and results-driven Client Services Director, you will oversee and manage our Premium-level accounts. This role is integral to the strategic growth and retention of high-value clients, ensuring exceptional service delivery, strong client relationships, and the achievement of key business objectives. You will take ownership of the Premium portfolio, lead a dedicated team, and drive quality and accountability across all services provided to Premium accounts.
This position demands:
* Demonstrated expertise in managing and advising Premium-level accounts, driving their successful growth through strategic guidance
* Proven ability to mentor and support junior team members, fostering their professional development and helping them reach their full potential
* Strong experience with the Shopify platform, enabling premium accounts to make informed, strategic decisions to support their growth journey
Duties and Responsibilities
Portfolio Management
* Take responsibility for the net position of your client portfolio, ensuring consistent growth, retention, and profitability
Team Leadership
* Nurture and train junior team members, providing guidance and fostering professional development
* Client Deliverables:
o Conduct monthly check-ins with key stakeholders for the top 50% of clients
o Hold quarterly check-ins with the lower 50% of clients
o Attend a minimum of one client meeting per week
Risk Management
* Identify, report on, and mitigate risks within the portfolio to ensure stability and long-term success
Client Growth
* Identify opportunities to expand services for existing clients and successfully pitch and sell additional solutions, including Shopify-based offerings
New Business Support
* Contribute to new business opportunities by providing insights and expertise for selected prospects
Client Relationships
* Maintain high-quality relationships with clients, acting as a trusted advisor and ensuring their needs are met
Retention and Renewal
* Ensure all Premium accounts are renewed and retained, delivering a seamless client experience
Quality Assurance
* Drive accountability and quality in all services delivered, reviewing sales materials, renewal presentations, and strategy documents for accuracy and effectiveness
Performance Monitoring
* Spot-check client deliverables to ensure they meet the highest standards and align with client goals
Strategic Leadership
* Develop and review marketing and business strategies, attending strategy meetings to ensure alignment with client objectives
Shopify Expertise
* Leverage your experience in using and selling Shopify solutions to help Premium clients scale their businesses and achieve their growth potential
Negotiation and Conflict Resolution
* Lead complex negotiations and effectively resolve conflicts at a senior stakeholder level
Stakeholder Communication
* Provide regular updates to senior stakeholders on portfolio performance, including current and projected outcomes
Performance Management
* Oversee and manage the performance of your team, ensuring accountability and excellence in service delivery
Requirements
* Proven track record of senior-level communications and relationship management with Premium-level clients
* Demonstrated success in selling to and retaining large retailers and brands across multiple marketing services
* Extensive experience in developing and executing marketing and business strategies
* Strong knowledge of Shopify, with a proven ability to use and sell Shopify solutions to support client growth
* Exceptional negotiation skills with the ability to resolve high-stakes conflicts effectively
* Attention to detail and quality assurance in client-facing materials and deliverables
* Leadership experience, including the ability to train, manage, and support a high-performing team
Core Competencies, Skills & Personal Attributes
* Strong communication skills, both written and verbal
* Strong presentation skills
* Strong workload management and prioritisation skills
* Well-presented, well spoken, articulate and professional
* Determined, driven and willing to learn
* Supportive and ability to mentor others
* Skilled at working across departments and leveraging relationships to achieve shared goals
* Commercially focused and results oriented
* Ability to generate new ideas
* Ability to overcome challenges
Benefits
* Competitive basic salary with great progression options
* Unlimited paid holidays - yes that's not a typo!
* We operate a hybrid working policy: 3 days in the office, with the option to request up to 2 days working from home each week
* Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
* A high-performance MacBook
* Health Assured Employee Assistance Programme
* Free eye tests and flu jabs
* VS Perks, have a monthly treat on us; from Amazon vouchers, PlayStation credits, ASOS, H&M to Just Eat, there's something for everyone!
* Free breakfast, fruit, hot and cold drinks and protein shakes
* Friday afternoon drinks to wind down for the weekend
* Pension scheme to help you save for the future
* Cycle to work scheme
* Discounts across our brands
* Regular team social events
* Training & development
So if you think you've got what it takes to join one of the UK's leading eCommerce providers, we'd love to hear from you.
A little formality... by applying you implicitly consent to us processing your data for review for this vacancy only.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Marketing
* Industries
* IT Services and IT Consulting
Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives.
We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.
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