Client Services Director

<p>Major Players are partnering with a boutique marketing agency to recruit for a Client Services Lead. As head of the division, you will oversee the delivery of exceptional client experience, strategic excellence, and commercial performance across a diverse portfolio of hospitality, luxury and lifestyle brands, to ensure best-in-class marketing. Working across digital, social and PR divisions, you will play a key role in managing client relationships and driving account growth.</p> <p>This is a pivotal role to shape how the agency deliver marketing excellence for some of the most exciting names in hospitality. You must be an experienced, commercially minded marketing leader with a strong grounding in hospitality and a passion for delivering measurable impact. You’ll bring a blend of strategic vision, client leadership, and operational excellent with the ability to lead and inspire teams.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Lead, mentor and develop the Client Services team to deliver consistently high standards of account management and strategic consultancy. <li>Be a confident member of the leadership team, shaping agency vision, process evolution, and growth strategy. <li>Forecast, plan and report on account profitability and client satisfaction. <li>Be the lead point of contact for clients, building trusted relationships and ensuring that the team seamlessly deliver all campaigns. <li>Oversee resource planning, team structure, and workflow to support agency growth and client retention. <li>Oversee end-to-end delivery of multi-channel, integrated campaigns, with a spotlight on sales-driving tactics, brand visibility, and business performance. <li>Identify opportunities for organic growth within existing accounts and contribute to new business development through strategic input and senior-level relationship building. <li>Leverage your knowledge of CRM platforms, reservation systems, and in-venue marketing to recommend strategies that drive measurable ROI. <li>Apply experience with tools such as OpenTable, SevenRooms, ResDiary and Mailchimp to support performance-based marketing. <li>Stay up to date with restaurant marketing trends, digital innovation, and evolving consumer behaviour to bring diverse and innovative ideas to the client portfolio. </ul> <p><strong>Experience required:</strong></p> <ul> <li>Proven experience leading client services, marketing, or strategy functions within an integrated agency or multi-site hospitality brand. </ul> <p> </p> <ul> <li>A solid understanding of the hospitality industry’s commercial drivers, including seasonal promotions, local marketing, and loyalty campaigns. </ul> <ul> <li>Excellent leadership and team development skills, with a track record of motivating and upskilling account or marketing managers. You must have previous management experience. <li>Confidence in managing senior client relationships, with the ability to provide consultative advice and strategic guidance. </ul> <ul> <li>Hands-on experience using CRM tools (e.g. Mailchimp, Klaviyo) and reservation platforms (e.g. SevenRooms, OpenTable, ResDiary). <li>A commercial mindset and confidence in linking marketing to measurable performance indicators. <li>Exceptional communication and stakeholder management skills. <li>Strong project management capabilities and a proactive, problem-solving approach. </ul> <p> </p> <p><strong>Role details:</strong></p> <p>Start date: As soon as possible</p> <p>Hours: Full time</p> <p>Salary: £50,000-60,000 depending on experience</p> <p>Office Location: West London</p> <p>Office requirements: 3 days per week in the office</p> <p>Major Players are the UK’s leading digital, marketing, and creative talent agency, and over the last 30 years we’ve consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees.</p> <p>We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law. For further information about our DE&I commitments, please visit: <a href="http://www.majorplayers.co.uk/diversity-equity-inclusion/">www.majorplayers.co.uk/diversity-equity-inclusion/</a></p>