Head - Client Servicing/Operations - Media/Entertainment/Influencer Agency

Role Summary:

The Head of Servicing is a pivotal role within the agency. This senior leadership position is responsible for ensuring client satisfaction, overseeing quality control, leading and training teams, managing team bandwidth, and driving growth and efficiency within the organization.

Key responsibilities:

Strategic Planning:

- Develop and implement business strategies across branded content, influencer marketing and social media that align with organisation objectives with measurable results

- Oversee the execution of marketing campaigns, ensuring they meet quality standards, timelines, and budgets

Client Escalations:

- Act as the senior-most point of contact for client escalations, resolving issues promptly and maintaining strong client relationships.

Quality Control:

- Ensure the highest standards of quality across all deliverables, maintaining consistency and excellence in content marketing, social media, and influencer marketing campaigns.

Team Leadership and Training:

- Lead and mentor teams across various departments, fostering a collaborative and high-performance culture.

- Develop and implement training programs to enhance team skills and knowledge.

- Plan and manage the growth and career trajectory of team members, identifying opportunities for advancement and professional development.

Team Management:

- Oversee team bandwidth and resource allocation, ensuring optimal performance and workload distribution.

- Conduct regular performance reviews and provide constructive feedback.

Process Development:

- Set up and streamline processes to ensure efficient and frictionless operations.

- Collaborate with cross-functional teams to build strong relationships and ensure smooth workflow.

- Client Retention and Upselling:

- Develop and execute strategies for client retention and upselling, ensuring the long-term success and profitability of client accounts.

- Build and maintain strong interpersonal relationships with clients, securing their loyalty and trust.

Hiring and Recruitment:

- Plan and manage the hiring process to ensure the agency attracts and retains top talent.

- Develop job descriptions, conduct interviews, and make hiring recommendations.

Operational Excellence:

- Drive operational efficiency and effectiveness, implementing best practices and continuous improvement initiatives.

- Monitor key performance indicators (KPIs) and report on operational performance.

Strategic Planning:

- Participate in strategic planning and decision-making processes, contributing to the overall growth and direction of the agency.

- Align team goals with organizational objectives and drive initiatives that support the agency's mission and vision.