Head Of Client Services - Direct Mail in North London - Printmatch Ltd

leading provider of marketing and communications in the UK. With over 40 years' experience in the direct marketing, CRM and transactional communication industries, they take great pride in providing their clients with a variety of tailored solutions and cost-effective services to improve the quality of their customer communications, streamline processes, consolidate costs and ultimately, deliver a greater return on investment. They service some of the UK’s largest companies across industries ranging from travel to finance.

They are now looking for a Head of Client Services for their Head Office based in North London with a background of Print and Direct Mail. You will have a client centric approach in this continually evolving and dynamic and fast-paced environment.

Managing a team of Account Managers and their clients assigned, you will ensure that the company is presented as a value-added solution provider to all their clients. You will champion client requirements for innovative solutions aimed at the highest levels of customer service at the lowest cost to serve. You must adopt an entrepreneurial spirit and ensure client focused priorities flourish.

Strong leadership, vision, and oversight within client relationships and people management are key aspects of the role and form part of day-to-day responsibility.

Key Responsibilities:

Manage Account Managers and their clients assigned ensuring that the company is presented as a value-added solution provider to all our clients.

Oversee support tasks undertaken by the Account Managers, for example managing issues and invoicing.

Ensure that all documentation is correctly completed on time and in a presentable manner. To ensure that all documentation meets compliance requirements and that all jobs have an estimate, time and sequence plan, brief, clear work instructions and matrices, approvals, proof of delivery/postage and invoices available.

To ensure that all invoicing is completed within 48 hours of completion of a job.

Participate in team meetings for production status and pre-production meetings for new projects if required.

To ensure that account managers keep Clients informed of the progress of their job daily.

To be fully aware of the Client portfolio allocated and to track performance on each account to include full awareness or turnover and trends.

To escalate and manage any issues internally through to client resolution and satisfaction.

To monitor overall client satisfaction through Customer Satisfaction Surveys and scheduled review meetings.

To attend key client review meetings and support account managers in identifying improvements and new opportunities when required.

Ensure that invoices are closed off correctly and on time, so that the WIP correctly reflects work in hand.

Ensure all additional costs are captured

Establish strengths and weaknesses within the team and recommend changes and training where applicable for the team to be more effective.

Manage workload to ensure it is evenly spread across the team and monitor volume and value of work undertaken by each account manager.

Provide issue resolution, recording responses onto client issue logs

Ensure that Account Managers are utilising Shuttleworth to the benefit of internal process and to maximise efficiencies in their daily workflow.

Responsible for department personnel including appraisals, training, holiday management

To work with Sales to effectively manage the introduction and on-boarding of new contracts

Responsible for monthly Client reporting

To ensure management reporting is produced monthly to reflect department performance

What we are looking for:

• Client/Customer management at board and operational level
• In depth knowledge of Direct Mail and Transactional Mail applications and processes
• In depth knowledge and practical understanding of; data, lithographic printing and finishing, digital & laser
• Knowledge of campaign led marketing communications
• The ability to deal with ambiguity and to work well with all levels of Stakeholders
• Understanding of commercial issues surrounding jobs and the need for invoicing jobs within 48 hours of completion of work
• Ability to implement and enhance improvement processes
• Understanding of responsibilities in regard to compliance issues and safeguarding the company
• Be able to generate innovative and effective solutions and added value to both meet and exceed client requirements
• Excellent interpersonal and communication skills
• Team player, able and willing to assist other members of their team and to contribute towards common team objectives
• Excellent understanding of Management Information Systems, Shuttleworth, Microsoft, Outlook

Perks and Benefits

24 Days Holidays plus 8 Bank Holidays

4 days in the office and 1 day from home

Statutory Pension Scheme

Free EAP Program

Employee Discount Scheme