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Client Services & Growth Director (B2B Marketing)
We are looking for experienced Client Services & Growth Director to join our growing ROI·DNA team here in London. This is a unique, but exciting leadership role responsible for driving excellence in the CS team; overseeing all operational aspects of the CS function; and growing our client portfolio. We’re looking for someone who is an expert at building and maintaining relationships both internally amongst the team, and externally with new and exisiting clients.
About ROI∙DNA
Newly launched in the UK, under our parent company Hotwire, ROI∙DNA is a global team of strategic, data-driven marketing specialists that are obsessed with technology. As the name suggests, we’re all about turning great ideas into impactful results for our clients, and we’re passionate about this. We’re proud to be an inclusive, culture-first company; one that cares about our people and puts them at the heart of our successes – no egos allowed! As we continue to grow in the UK, we’re on the lookout for experienced marketeers with strong agency credentials who thrive in agile, fast-paced environments and bring bold ideas to the table.
Client Services responsibilities:
- Foster strong client relationships with positive client feedback and client retention through strategic oversight and anticipating future issues
- Guide CS and delivery teams in managing positive client relationships, delivering to expectations and agreed KPIs
- Hire, train, manage, and mentor Client Services team members in client management including issues management
- Act as senior escalation point and train team in conflict resolution
- Enforce best practices in account and delivery management
- Monitor client health and financial performance
- Collaborate with delivery teams on process and training upgrades
- Report with accuracy to with executive on financial forecasting
- Manage team resource and billability targets
Growth responsibilities:
- Serve as senior partner to clients and identify new upsell opportunities to drive revenue growth
- Cultivate and expand client relationships, including C-suite engagement, to grow existing accounts
- Lead outbound new business efforts and act as primary contact for current client growth opportunities.
- Build and manage a strong pipeline to ensure consistent performance
- Collaborate with international ROI·DNA teams on global growth opportunities
- Define innovative strategies and business models to create new opportunities
- Represent ROI·DNA at industry events, sharing thought leadership and digital innovation.
- Maintain client relationships through QBRs and regular updates; identify and close upsell opportunities
About you
- Circa 10+ years experience in a lead-generating Client Services role
- Experience working with global tech / enterprise clients
- Proven experience leading and managing a CS team to deliver high-quality output
- A people-centric leader to acts with empathy and has the skills to mentor and empower team
- Proven experience providing strategic, consultative, and analytical approach to new business
- Ability to work in a fast-paced, dynamic environment on multiple priorities simultaneously
- Experience in developing relationship deepening and new business opportunities with enterprise clients
- An established (or establishing) personality on the UK B2B marketing speaker circuit with a strong opinion on the direction of the industry, developments in future technology and the wider UK and global business outlook
Why Us:
- Flexibility – We understand that life doesn’t always fit around the 9-5; and that work/life integration is crucial. We currently require people in our London office 2-3 days week, but fully support a ‘thoughtful working’ policy
- Global Reach & Opportunity – You will have the opportunity to work within global teams, connecting with clients and colleagues locally and globally.
- Great Benefits – Strong benefits package includes 25 days holiday, enhanced family leave, up to 10% pension contributions, private health insurance, life insurance, income protection scheme for long-term sickness, a paid 6-week sabbatical after every 4 years of continuous service, and paid time off for community involvement. ROI·DNA offers a variety of bonus opportunities to include business development, annual company bonuses and referral bonuses.
- Development Opportunities – A strong learning and development program with training opportunities at all levels.
- Autonomy – The freedom and support to be limitless, and the opportunity to own your career and create the future you want.
- Variety – No day is the same as the last. Both within our own walls, and with our clients, we navigate change daily and there’s always an opportunity to stretch your skills, learn something new, seek out a new challenge, and gain expertise.
- Our Amazing Team – We are connected, ambitious, and friendly. We don’t step on toes to get ahead, we build each other up, develop and teach each other and understand that each person’s individual success is a win for all.
We engage in Thoughtful Working, empowering our talent to determine the best way to work for our clients, our team and Hotwire every single day.
