Client Relationship Director - Bewonder*

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Job Description

This is an exciting opportunity to fill the role of Head of Clients in the Bewonder* team. 

Bewonder* is a creative consultancy that connects people and place through a range of services including Customer Experience, Digital, Placemaking, Wayfinding, Marketing and Communications. At its heart is it’s proposition - Just Imagine – this is a promise to both clients and the team, a promise which must be kept.

Reporting into the Head of Bewonder*, the Head of Clients is a critical role in the business and will be responsible for leading and managing the agency’s Client Service team and delivering a best-in-class client experience.

The successful candidate will be client, quality and commercially focused and a natural collaborator.  The role will require an enthusiastic and highly organised individual with an eye for detail, who will strive for excellence in everything they and the team do. 

You will enjoy working strategically with clients and the Bewonder* team.  Playing your part in creating a culture of thinking, creativity, growth and high performance. 

Key Responsibilities:

Client Relationship Management

·         Serve as the primary point of contact for top-tier clients, ensuring ongoing satisfaction and alignment.

·         Act as the voice of the client within the agency, championing their needs and expectations.

·         Handle escalations, sensitive issues, or high-pressure situations with professionalism and urgency.

·         Initiate regular check-ins, business reviews, and relationship-building efforts to maintain strong client ties.

·         Oversee the client feedback survey identifying areas of development and improvement

Strategic Account Oversight

·         Develop and oversee strategic plans for each key account, aligning agency output with client goals.

·         Identify upsell and cross-sell opportunities within existing accounts.

·         Track client-specific KPIs and ensure agency performance aligns with those targets.

Client Service Team Leadership

·         Lead the client service team to ensure best practise, creativity and innovation

·         Effectively manage client service workload allocations and resourcing requirements

·         Mentor associates, account managers and executives, supporting their development and performance.

·         Foster a positive, collaborative team culture that promotes accountability and excellence.

Project Oversight and Delivery

·         Ensure projects are delivered on time and within scope.

·         Monitor budgets to ensure profitability and flag potential overruns early.

·         Identify inefficiencies and recommend improvements in workflow or communication.

Client Onboarding and Retention

·         Oversee the onboarding process for new clients, ensuring a seamless transition from pitch to project delivery.

·         Develop and implement strategies to retain and grow high-value clients.

Marketing and New Business

·         Represent the agency at industry events and in thought leadership opportunities.

·         Raise the profile of Bewonder* to attract new business opportunities

·         Support new business development including identifying opportunities and leading on pitches, especially for high-value or strategic clients.

Senior Leadership

·         Play a key role in the Bewonder* senior leadership team

·         Work closely with the Head of Studio to ensure effective collaborations and ways of working across the agency

Key Skills:

• A deep understanding of property and place, the ownership structure and ecosystem that exists as well as the role of brands and marketing communications in supporting their growth and use

• A passion for excellence across the entire client experience

• A natural collaborator and will always work in the interest of Bewonder*, JLL and our clients

• Excellent communication, presentation and interpersonal skills.

• Have a continuous improvement mindset and looks for new opportunities to enhance the quality of our work.

• Ability to lead and inspire both the internal team and clients.

• Energetic and collaborative team player who feeds off finding solutions to clients’ problems

• Strong financial and commercial skillset to make sure work is done profitably

• Authentic leadership style to create a culture of openness and honesty in the team (so that everyone in the team brings their true self to work)

• Ability to grow existing clients and attract new clients

• Strategic thinking and creativity

Qualifications & Experience:

·       8+ years of agency and client management experience

·       Proven track record in client satisfaction and growth

·       Proven track record in running, growing and developing a Client Service team

·       An entrepreneurial spirit with a strong business acumen

·       Strong understanding of marketing principles, strategy, creative development and campaign execution

·       Ability to initiate and lead business discussions and drive ongoing engagements with C-Suite level clients and JLL executives.

·       Experience in operating in a fast-moving company with multiple stakeholders

·       Outstanding written and verbal communication skills.

·       Energetic and collaborative team player who feeds off goal setting and achievement.

Location:

If this job description resonates with you, we encourage you to apply, even if you don’t meet all the requirements.  We’re interested in getting to know you and what you bring to the table! If you require any changes to the application process, please email [email protected] or call +44 (0)20 7493 4933 to contact one of our team members to discuss how to best support you throughout the process. Please note, the contact details provided are to discuss or request for adjustments to be made to the hiring process.   Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.

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