Head of Client Services EMEA & US (Mat. Cover)

Job description

(Maternity Leave Cover – 9-month FTC with potential for extension) Hybrid role, with 2 days a week in the office. About Greenpark Greenpark is a global, award-winning digital agency specialising in omnichannel search and social. We create data-led, performance-driven content that helps brands build meaningful connections with people. Our expertise spans Omnichannel Search & Insights, Creative Content and Performance Tech, delivered via agency and in-house models for clients including Unilever, Campari Group, AIA, Sanofi, Nestle, Lipton, Kimberley Clark, Straumann, Ricola, Globe Telecom, and more. Want the real inside scoop? Our Playbook gives you a peek into how we work, collaborate, and get things done at Greenpark. Check it out here Our Values We strive and act together to make a positive impact for the people and brands we serve, doing everything with kindness and respect at the core. 'We Strive', 'Acting Together', 'With Kindness' are the values that guide us. About Client Services at Greenpark We're different to traditional network agencies — independent, growing, and needing more of a commercial mindset in Client Services than many agencies require. Good Client Service here means being the drivers and lifeblood of our Client work, joining the dots across workstreams to deliver work that performs, keeps clients happy, and builds strong commercial principles. We aren't perfect, but we learn, work together, and always find a way forward. In Client Service we are: Hands up and hands in – offering support and diving in to fix things Radiators, not drains - we bring energy and clarity, not noise and confusion Action and solution-oriented Drivers not passengers Meticulous checkers and on the detail Sponges of information Over-deliverers (balancing that with under-selling in appropriate measures) Open to give our point of view and opinion Kind, not nice: we give constructive feedback to improve others, and take the same constructive feedback to improve ourselves and the environment we work in Thick-skinned and warm-hearted team About the role As Head of Client Services, you'll provide leadership and support to the EMEA & US team, immersing yourself in the digital media world and quickly building your industry knowledge. Your role is crucial to supporting the Client Services team across account management, managing Clients, and collaborating with other departments to drive agency success. Some of what you will cover includes: ensuring clients receive outstanding service from first meeting through final delivery, creating successful projects that make THEM look good; maximising growth opportunities through strong stakeholder relationships and pushing upsell opportunities; supporting the personal and professional development of the Client Services team;\ assisting with smooth operations across the EMEA & US team; supporting new business opportunities and transitioning conversions into operational Client workstreams; developing and implementing best practice processes across Greenpark accounts; owning and delivering client services strategy in liaison with the Managing Director (EMEA & US), CEO and EMEA & US Management team; active participation in Weekly, Monthly External (EMM) and Internal (IMM) management meetings, advising on Client Services matters Reporting and Communication Structure This role reports to and advises the Managing Director (EMEA & US) on all client business and operational matters. Client Services Oversee the growth of client accounts, owning senior client relationships and service quality; Develop and maintain relationships with senior client stakeholders on EMEA & US projects; Act as main point of contact for senior-level conversations, attending/leading key meetings as appropriate; Own the client reporting process; Liaise with delivery and business development teams and manage client expectations; Work with Client Leads on yearly and half-yearly account development plans for senior sign-off; Drive the development of client projects; Continuously improve processes, reporting, and policy; Act as the voice of the CS team in management meetings; Protect the wellbeing of the CS team and advocate for them internally; Support the CS team in identifying and converting growth and upsell opportunities; Collaborate with CS AI champions and the agency AI Lead to drive efficiency and upskilling; Work with the Head of Delivery to strengthen CS/Project Management collaboration; Stay current on client industries and the digital landscape; Support marketing with client updates, industry POVs and award submissions Finance & Operations Report to senior management on client and project profitability; Collaborate with the Head of Finance, Head of Ops and Head of Delivery on resource, profitability and performance visibility; Review all SOWs, cost estimates and contracts prior to client submission for accuracy and profitability; Review new business and pitch cost proposals before handover to Client Services post-sale Employees, Resource and Talent Management Line manage members of the Client Services Team; Collaborate with the Managing Director (EMEA & US) and New Business Manager on new business and delivery matters; Assist with agency resourcing and interviewing; Recommend remuneration and bonus grading to the Remuneration Committee; Work with People and Finance on the CS training budget and skills gaps; Collaborate with other Heads of Department on cross-functional best practice Performance, Personal Development and Success Measures Your performance will be reviewed by the Managing Director (EMEA & US) against: Performance and growth of client accounts; Commercial performance, including profitability and upsell/growth; Quality and consistency of scoping, SOWs and cost estimates; Championing AI adoption and efficiency; Working effectively with EMEA Management and Group Partners; Adherence to agreed Client Services strategies; Team performance, motivation and morale; Relationships with other departments; Interpersonal/communication skills; Being a team player; Being an effective coach/leader; Demonstrating Greenpark's core values — We Strive, Acting Together, With Kindness — in how you lead, collaborate and represent the agency At Greenpark, we believe the best ideas come from the widest range of perspectives. We welcome every background, identity, and experience across our global workforce, committed to ensuring everyone's voice is heard and everyone can thrive. All applications shall be considered for employment without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status or any other protected characteristics.