Head of Client Services

Are you a commercially driven marketer with a proven track record in strategic client relationships and performance? Are you a natural leader with a passion for building high-performing teams, cultivating strong client partnerships, and commercial account development via marketing campaigns?

As our Head of Client Services at Echo, you'll play a key lead role in the account function and ensure seamless alignment between our team, clients, and commercial goals. With responsibility for our Client Accounts delivery, you'll provide strategic oversight, troubleshoot issues, and support the continued growth of both our accounts and internal capabilities.

This is a senior role with a clear focus on high-value relationships and retention, commercial growth, cross-team collaboration and project management. You'll ensure our clients feel supported, our teams feel empowered, and the department is continuously optimised for success.

Client Experience, Retention & Growth
Own the end to end client experience, from onboarding through to long-term partnership and account growth.
Ensure accounts are commercially sustainable and deliver ROI for both Echo and the client. Identify and execute upselling/cross-selling opportunities across the client portfolio.
Proactively monitor client satisfaction, identifying risks early, and lead resolution strategies that strengthen trust and retention.
Act as the point of escalation within client accounts for the Account Management Team. Mentor and support team in handling complex situations.

Marketing Strategy & Alignment
Oversee the strategic direction of digital marketing campaigns across all client accounts ensuring alignment with the business goals.
Ensure every client's objectives are clearly defined, measurable, regularly renewed and aligned with Echo's service capabilities.
Own a smooth onboarding process for new clients.
Identify trends and insights from campaign data to guide performance improvement strategies across teams.
Support the Account Management team with client interactions where strategic alignment, insight, or escalation is needed.

Leadership & Team Development
Develop, and inspire a high-performing Account Management team.
Define what good looks like for the Client Services department, setting clear standards for service excellence, communication, and client partnership.
Identify skills gaps, lead coaching initiatives, and foster cross-functional collaboration.
Create a culture of accountability, curiosity, and continuous improvement.
Supporting the team to connect marketing performance to business outcomes, linking data, strategy and ROI.

Quality, Delivery & Commercial Impact
Fly the flag for clients with continuous analysis & monitoring of the campaign performance, suggesting improvements to both the internal team and clients.
Review, provide feedback and have overall sign off on client reports and campaign performance, providing constructive feedback to improve quality, effectiveness, and alignment with each client's strategic objectives.
Lead regular health check & RAG processes for our clients, m aintaining oversight of client happiness, budgets and profitability, ensuring commercial health across the client portfolio.
Work closely with the Head of Operations & Head of Digital Performance to streamline resource planning and project execution., Be a key player in the agency, involved in shaping the direction of Echo
Opportunity to shape and grow the team, driving their development
Exposure to a large variety of marketing channels and businesses
An environment where no two days are the same with constant variety
A hands-on, agile and consistent approach to training and development
Opportunities for role progression and career advancement
Collaboration between a team of experts always striving to deliver the best

What to expect:
Echo is one of the fastest-growing digital marketing agencies in Cambridgeshire. We work closely with our clients to help them achieve the best possible online presence so they can get noticed and reach their full potential. We work with businesses of all shapes & sizes, with each day presenting a new opportunity and challenge!

Ever since Echo started in 2012, we've been consistently growing and improving as a business. We have high ambitions and because this is a new role, there is ample room for career development as our requirements increase.

You'd be joining our team of passionate digital marketing and website design professionals who work hard to deliver real results for our clients. We're a team of like-minded, approachable people all with the same drive to be the best.

We champion a culture of innovation and out-of-the-box thinking, making sure we have fun along the way. From monthly team lunches to content-packed weekly meetings, we're dedicated to building an enjoyable and supportive work environment that never fails to have a 'glass half full' approach to work.

Our values:
Our mantra is to "Be Better" and we encourage all of our team to consistently improve and develop. Below are the values that are most important to us:
Be the Best - Always positively strive to be better
Be a Go Getter - Relentlessly chase success for our clients
Be Straightforward - Always keep it simple
Be Daring - Think differently, creatively and challenge the norm
Be Responsible - Look after and care about our team, clients and projects

Proven experience leading client services or account management teams within a digital marketing agency
Strong understanding of digital marketing strategy and key channels (SEO, PPC, SMA, CRO). You don't have to be an expert in all but need to know what good looks like and able to provide meaningful feedback
Demonstrated success in client retention, satisfaction and account growth
Commercial acumen with experience managing budgets, profitability and ROI discussions
Strategic thinker who can connect marketing performance to business outcomes and identify opportunities for growth
Inspiring leader with the ability to coach, motivate and elevate team performance
Skilled at developing people, identifying strengths and growth areas, and fostering collaboration across teams
Confident decision-maker who remains calm under pressure and brings a proactive, solutions-focused mindset
A client-centric mindset that always strives to ensure we're delivering value, trust and long-term partnerships
Exceptional communication and relationship building skills, with a challenger mindset and confidence to challenge, influence and guide strategic direction
Ability to lead on multiple clients and projects simultaneously
A positive individual who always strives to be better and deliver results, thriving in a fast paced agency environment

To find out what Echo is all about and the benefits we offer, you can see a snippet below and more details directly on our website -
Team outings, social events and a friendly workplace
Flexible working times
Industry related events (both internal and external)
Week as a digital nomad - work where you like!
31 days annual leave
Extra day off for your birthday
Flexible bank holiday use
Employee pension scheme
Casual dress
On site parking
Published salary banding & pathways
Personal development plans with regular reviews
Regular training courses, sessions and resources
Cycle to Work scheme
Free flu jabs
Free eye tests
Huge range of office snacks