Head of Client Services
As a people-first agency we aim not only to deliver exceptional services for our clients, but to differentiate ourselves through the client experience. To help achieve this, we are looking to appoint an experienced Head of Client Services to take ownership of and strategically improve every aspect of the end-to-end client experience across the agency.
The Role
This is a brand new role for Evoluted and comes at an exciting time in our 20-year history!
Following a management buyout in May we’re setting our sights on achieving awesome growth over the next few years, expanding our services and reaching a whole new clientele.
The Head of Client Services role represents a bit of a blank canvas - a role with the freedom to lead and shape how we evolve from a 26-person, £2m agency achieving great results into a £5m+ powerhouse with a glowing reputation for excellence.
Sitting at a senior level in the company alongside our heads of organic search, paid media, and engineering, you’ll have the scope to make a huge impact on our operations, our services and our culture to define where we go next. This role will require 1-day per week at our office in Sheffield, but for the other four you can do whatever suits you (on the sofa in PJs is 100% ok).
We want Evoluted to be known, and recommended, for providing an unrivalled client experience and instilling total confidence that Evoluted are unequivocally the best long-term partner to manage their accounts and projects - and we want you to lead the charge!
What You’ll Be Doing
Lead Client Services
Take overall responsibility for continuously improving service quality across all teams.
Champion a people-first, client-obsessed culture that builds long-term partnerships and total client confidence.
Own key client success metrics including retention rates, Net Promoter Score (NPS), and Customer Lifetime Value (CLV).
Act as a senior escalation point for client communications, dispute resolution, and sensitive account situations; acting with discretion and diplomacy to protect long-term relationships and uphold Evoluted’s reputation.
Manage Processes, Metrics & Client Intelligence
Develop and implement smart processes to monitor project and campaign health across all accounts.
Own and evolve our “Client Codex”, our internal client intelligence software, ensuring it drives actionable insight.
Introduce and iterate on robust Client Experience (CX) measurement frameworks, service KPIs, and delivery benchmarks.
Lead the adoption of new tools, systems, and ways of working, ensuring smooth onboarding and integration with minimal disruption.
Coach, Mentor & Inspire Teams
Lead department heads to identify skill gaps and level-up our client-facing teams.
Provide hands-on coaching in client experience, proactive account management, and commercial awareness.
Foster a collaborative environment where teams feel confident, supported, and empowered to deliver the greatest client experience possible
Embed practices that are inclusive and representative of diverse perspectives, ensuring all clients feel understood, respected, and valued.
Drive Commercial Growth
Blend client focus with a commercial mindset to proactively spot upsell and cross-sell opportunities.
Gain a deep understanding of where we make (and lose) money, leading the charge to double down on what works and plugging the gaps where we’re weak
Translate client and project data into actionable insights that improve profitability and enhance client relationships.
Partner with new business teams to shape pitch strategies and be directly involved in delivering winning top tier client presentations.
Keep Projects on Track & Profitable
Support teams in preparing and communicating estimates, deliverables, timelines, milestones, and reports.
Monitor project accuracy, timeliness, and profitability; and make data-driven recommendations for improvement.
Own utilisation and capacity planning, anticipating when to scale sales and marketing to meet demand.
Innovate Across the Agency
Work with marketing, creative, and engineering teams to refine and evolve our service offering.
Take a leading role in our SMT and feed into our strategic direction alongside the Managing Directors, ensuring client service is front and centre.
Identify and lead service innovations that keep Evoluted ahead of competitors and delight our clients.
Seek opportunities to integrate internal development resources into new client experience tools and processes.
Evangelise Evoluted
Be a visible champion for Evoluted at events, in networking circles, and on social media.
Become chief advocate for our client partners through awards, case studies, testimonials and running exciting client-only events.
Cement our reputation for delivering exceptional quality of service by actively showcasing this out in the world.
Sound like a lot? It is! But we’re here to support you every step of the way.
This is a big, important role and one that will give you a lot of freedom and autonomy to deliver on the above and make an impact at Evoluted.
What We’re Looking For
Proven experience in a marketing or development agency environment, in a senior client service/client experience role
A strategic and growth-focused mindset, with the presence and leadership to work alongside and influence change at the senior level.
Active across LinkedIn and at events, showcasing the pride and advocacy for your work
Embodies our values of Community, Integrity, and Mastery; prioritises people, over profits; and shares our ethos for positive change through social and environmental impact
A solid understanding of the concepts of the services we offer and the value they bring to our clients
An excellent communicator who can adapt their communication style to suit diverse audiences and situations
A creative thinker, with an ability to use data to lead and influence change
What You’ll Get From Us
Besides working with a genuinely wonderful bunch of people on exciting projects, in a role that will help define our next decade, and in an environment that truly cares about our people above all else:
Competitive salary of £55k-£65k pa + annual profit share bonus
Performance reviews twice per year
25-days annual leave plus bank holidays (plus an additional day per year of service)
2-days paid leave for volunteering/fundraising/positive impact projects each year with matched fundraising
Flexi-time, hybrid-working environment, and a dedicated training budget for books, courses, conferences or whatever else
Enhanced family-leave and pay
Free mental health coaching via Sanctus
Sabbatical leave after five-years service, and a 5-day trip to NYC (or elsewhere if that’s not your jam) for you plus one after ten-years.
Regular fully-expensed socials, team-building/away-days, our annual summer BBQ (with families welcome too!) and, of course, the Christmas party.
A host of team-led interest and activity groups from pets and gardening, to video games and book clubs; plus our annual Active August competition, bake-offs and more
Our people make Evoluted. With a team forged from countless different backgrounds, experiences and industries, we're firm believers that diversity truly enriches Evoluted and the work we deliver. We're proud to be an Equal Opportunities Employer and we're dedicated to maintaining a diverse and inclusive workplace where everyone is treated equally and fairly.
With a dedicated Diversity & Inclusion Officer in-post at all times, we're committed to continually refining our processes to make Evoluted the best possible place to work for everyone.
Interested In Applying?
Email your application to recruitment@evoluted.net, or simply fill out the application below - tell us about yourself, your experience and why you’d be a great fit for the role!
