Client Services Director (Shopify), Stockton-on-Tees
Client:
Visualsoft
Location:
Stockton-on-Tees, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
f313ba61dedc
Job Views:
5
Posted:
14.02.2025
Expiry Date:
31.03.2025
Job Description:
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 be able 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.
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.
Duties and Responsibilities
* Take responsibility for the net position of your client portfolio, ensuring consistent growth, retention, and profitability.
* Nurture and train junior team members, providing guidance and fostering professional development.
* Conduct monthly check-ins with key stakeholders for the top 50% of clients.
* Hold quarterly check-ins with the lower 50% of clients.
* Attend a minimum of one client meeting per week.
* 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 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.
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.
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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