Head of Client Relations

The Business

We are working with a high growth business recruiting Head of Client Relations to join a business that put its people at the forefront. This is a senior opportunity to own and elevate the full client journey while driving commercial growth. This role blends strategic customer experience leadership with hands-on sales and relationship management, ensuring clients are engaged, retained, and growing.
 

The Role

Reporting to the Directors, the role includes the following duties:

Customer Experience & Strategy

• Define and implement the end-to-end customer experience strategy
• Set and maintain high service standards across all touchpoints
• Oversee communication processes
• Act as escalation point for complex client issues

• Build and track KPIs across customer service and sales support
• Analyse trends, bottlenecks, and feedback to improve processes
• Lead CRM optimisation, automation, and system improvements
• Own CSAT surveys and executive reporting

• Lead and develop multi-functional teams (Sales Support, Reception, Returns, etc.)
• Implement structured appraisals and performance frameworks
• Set targets, identify skill gaps, and deliver training

• Drive revenue through upselling and account development
• Analyse seasonal trends and customer buying behaviour
• Support new business strategy and team frameworks
• Conduct account audits to prioritise high-value clients

Person

We are looking for a commercially minded leader with a passion for customer experience and team development.
 

• Proven experience in a senior client services / customer experience / sales leadership role
• Strong commercial awareness with the ability to drive revenue growth
• Experience managing CRM systems and performance data
• A track record of improving processes and customer outcomes
• Excellent communication and stakeholder management skills
• The ability to lead, inspire and develop high-performing teams

Benefits

• Salary up to £60k DOE
• Opportunity to shape the customer experience strategy end-to-end
• Collaborative environment with strong function exposure
• Onsite parking, electric charging and cycle to work scheme