Head of Client Services
Location: Nottingham (with occasional travel)
Salary: £60,000 – £70,000 per annum (negotiable depending on experience)
Hours: 37.5 hours per week, Monday to Friday (flexibility required)
Holiday: 22 days annual leave plus Bank Holidays
Pin Point Recruitment is proud to be supporting a leading organisation in the search for an experienced Head of Client Services to lead client delivery across their Nottingham facility.
This is a senior leadership role, responsible for overseeing all aspects of client service, account management, and commercial performance. You will lead and develop a high-performing Client Services team, build strong strategic client relationships, and ensure exceptional service delivery that drives retention and revenue growth.
The role bridges account management, operational leadership, and business strategy, requiring a commercially astute, client-focused leader with an entrepreneurial mindset.
Key Responsibilities
Client Leadership & Strategy
Set the vision, structure, and standards for account management across the business
Act as senior point of contact for key and strategic clients
Develop long-term client partnerships and strategic account plans
Lead executive-level client onboarding and senior relationship management
Manage client feedback, escalations, and high-level issue resolution
Team Leadership & Development
Lead, mentor, and develop the Client Services team
Recruit, onboard, and retain high-performing talent
Conduct performance reviews, training plans, and succession planning
Foster a collaborative, client-first culture
Service & Operational Excellence
Oversee daily client operations and service delivery standards
Ensure projects are delivered on time, within scope, and to quality expectations
Monitor customer satisfaction, delivery performance, and service metrics
Use data and insights to drive continuous service improvement
Commercial & Business Growth
Own commercial performance across accounts, including revenue growth and retention
Monitor account profitability and financial performance
Identify and deliver upselling, cross-selling, and new business opportunities
Work closely with Sales, Creative, Operations, and Senior Leadership to align strategy
Contribute to service proposition development and overall business planning
Skills, Knowledge & Experience
Essential
Proven experience in senior client or customer management roles
Strong track record managing key accounts and senior client relationships
In-depth knowledge of Direct Mail and Transactional Mail processes and applications
Strong leadership skills with experience developing and managing teams
Commercially astute with strong financial and analytical capabilities
Excellent communication and stakeholder management skills
Ability to operate effectively in a fast-paced, ambiguous environment
Confident influencing at all levels, including senior leadership
Proficient in Microsoft Office
Desirable
Knowledge of data, web, and lithographic printing and finishing
Experience with account growth strategies and revenue expansion
Strong client-facing presentation and pitching experience
Understanding of wider business functions including HR, Finance, IT, and Supply Chain
Why Apply?
Senior leadership role with strategic influence
Opportunity to shape client services at a business-wide level
Competitive salary with flexibility for the right candidate
Work within a collaborative and forward-thinking organisation
Interested?
If you’re a strategic, commercially driven leader with a passion for client excellence, we’d love to hear from you.
Apply today or contact Pin Point Recruitment for a confidential discussion to find out more about this exciting opportunity. Early applications are encouraged as interviews will be arranged on a rolling basis.
Please send your CV to kirstie.oxlade@pin-point.co.uk