Head of Client Services

Overview

What You’ll Do

As a Head of Client Services, you lead Redscout’s Client Services team and are responsible for developing and overseeing all aspects of the agency’s project management processes and client management practices, ensuring that the quality of the work is consistently at its best. You are directly responsible for the shape, composition and growth of the Client Services team.You are an escalation point for the CS team overall, providing guidance on how to identify and convert organic opportunities, navigate complex timelines, manage tricky client and internal dynamics, and find successful solutions for challenging project questions.You will also have direct involvement in project work including: work oversight, client relationship management and/or hands-on project management. For your accounts, you are expected to foster senior client relationships and grow these accounts to hit our business goals.The success of the Client Services team is dependent on the success of other teams and disciplines. You will foster interdisciplinary collaboration and productive relationships with other leaders inside the organization to ensure the success of the business overall.Success looks like a thriving team that confidently drives and supports all active projects, fosters strong client relationships, ensures junior team members are learning and growing, optimizes existing tools and processes and identifies new ones to ensure we are supporting the overall goals of the organization.

Responsibilities

As a Head of Client Services, you are responsible for:CS Team Management and Oversight● Defining the shape and internal operations of the CS team, including reporting structures and meeting cadence(s).● Empowering Directors to grow as leaders by contributing to key facets of the business.● Ensuring more junior team members are properly supported and trained, identifying opportunities for them to learn and grow.Redscout is an equal opportunity employer; All applicants will be considered for employmentwithout attention to race, color, religion, sex, sexual orientation, gender identity, national origin,veteran or disability status, or any other status protected by applicable federal, state, or local law.● Ensuring projects, internal initiatives and new business efforts are resourced, in collaboration with Heads of.● Making hiring and promotion decisions, informed by our internal processes and the recommendations of Directors and ADs.● In partnership with HR and Heads of, maintaining a bank of freelance contacts for potential needs.Project Work & Client Relationships● Serving as Accountable Co-Lead on 2-4 accounts:○ Drive client and account-specific strategies and relationships: ensuring we deliver high quality outputs and a high quality client and team experience, with a long-term vision for the relationship, what success looks like and effective ways of working.○ Driving the project vision, mobilizing the team, maintaining work standards, and acting as go-to for the client.○ Creating a clear roadmap on how to grow these accounts and convert them into long-term clients for Redscout.● Meeting or surpassing set revenue goals, reflecting strong business acumen and an ability to drive sustained financial growth across key accounts.● Setting the tone for what best in class project management, client management, and professionalism looks like at Redscout across your projects and accounts.● Troubleshooting challenging client and team dynamics faced by members of the CS team as needed; supporting and tapping Directors to do the same.● Collaborating with the other Heads of to identify new ways to approach the work, encouraging the teams to experiment with new methodologies, deliverables and ways of working● Ensuring best-in-class methods and tools that arise from projects are shared to elevate the CS practice overall.● Continuing to build strong client relationships to ensure organic growth – Coaching the CS team on how to spot and sell organic opportunities across our existing relationships.● Manage the network of vendor relationships in partnership with HR● Partner with the COO to actively represent RS interests in all client legal matters, leading client procurement negotiations with support from Stagwell legalGrowth & New Business● Overseeing and/or contributing to the development of select proposals to turn leads into wins.● Confidently representing Redscout and Redscout’s capabilities in new business pitches; helping others show up at their best.Agency LeadershipRedscout is an equal opportunity employer; All applicants will be considered for employmentwithout attention to race, color, religion, sex, sexual orientation, gender identity, national origin,veteran or disability status, or any other status protected by applicable federal, state, or local law.● Consult for the ELT to set the trajectory for the business and delive