Head of Client Services/marketing Manager

3 weeks ago

Vancouver, Canada Ollo Metrics Full time

**We're Hiring: Head of Client Services at Ollo Metrics**

Are you a dynamic leader with a passion for digital marketing and client success? Join Ollo Metrics as our Head of Client Services:

- Lead & Inspire - Oversee the client services team, ensuring seamless execution of marketing strategies.
- Drive Growth - Build strong client relationships, identify new opportunities, and help businesses thrive.
- Deliver Excellence - Ensure projects are on time, on budget, and exceed expectations.

**Who are you?**

You’re a natural leader who thrives on driving success for both clients and teams. You’re highly organized, proactive, and committed to delivering outstanding results. You take ownership, follow through on commitments, and have a strategic mindset that helps you identify growth opportunities. You enjoy working with smart, passionate people and find energy in contributing to a high-performing team.

**Job Overview**:
As the Head of Client Services at Ollo Metrics, you will lead a team of account managers and marketing coordinators in providing exceptional service to marketing clients. You will oversee the day-to-day operations of the client services department and ensure that all projects are delivered on time and within budget. You will also be responsible for managing client relationships, identifying client growth opportunities, and achieving revenue targets.

**Responsibilities**:

- Conduct regular 1-on-1s and performance reviews, coaching team members for success.
- Manage Client Services team resources, workload, and utilization to meet agency goals.
- Ensure exceptional client experience and performance based on satisfaction surveys.
- Oversee hiring, training, and development of Client Services team members.
- Approve and integrate new client service initiatives.
- Identify upsell, cross-sell, and expansion opportunities for the sales team.
- Collaborate with the Head of Performance Marketing on new initiatives and profitability.
- Guide client strategy and support Account Managers in optimizing client relationships.
- Implement strategies from Managing Directors while contributing to overall agency growth.
- Troubleshoot client challenges and manage key accounts as needed.

**Qualifications**:

- Bachelor's degree in marketing, business administration, or a related field.
- 8+ years of experience in a client-facing role at a marketing agency and/or marketing leadership role, with at least 2 years of experience managing a team.
- Proven track record of managing client relationships and achieving revenue targets.
- Strong leadership skills, with the ability to motivate and coach team members.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members.
- Strong analytical skills, with the ability to analyze performance metrics and develop strategies to improve performance.
- Knowledge of performance marketing industry trends and best practices.

**Performance Metrics**:

- Utilization Rate: Ensure that the team is meeting or exceeding utilization targets, which measures the percentage of time that team members are billable to clients.
- Customer Churn Rate: Minimize the number of clients who discontinue our services, ensuring that the team is providing exceptional service and meeting client needs.
- Revenue Under Management: Achieve revenue targets for the client services department, primarily focused on growing existing accounts.
- Profitability: Work with the company leadership and the Performance Marketing team to achieve financial & profitability targets

Pay: $90,000.00-$110,000.00 per year

Additional pay:

- Bonus pay
- Commission pay

**Benefits**:

- Dental care
- Paid time off

Flexible language requirement:

- French not required

Schedule:

- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Marketing: 8 years (required)

**Language**:

- English (preferred)

**Location**:

- Vancouver, BC (required)

Work Location: In person

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