Job Description

This is a strategic role that calls for top-level experience in account management, maintaining excellent client relationships, expert people leadership and the ability to forward plan. As Head of Client Services at EMPOWER, you will be responsible for the success of client-facing localization services and nurturing our growing Client Services Team using a Customer-centric approach.

Being EMPOWER’s Head of Client Services is perfect for a strategic-thinking, sales driven, ambitious and skilled team leader who finds complete synergy with our company values. The role is ideal for a confident leader who thrives in a fast-paced environment. Strong experience within a Head of Account Management role is essential.

Headline responsibilities include:

• Developing and implementing effective client service strategies to support the Company mission, vision, values and goals
• Producing and tailoring departmental reports
• Optimizing processes to maximize gross profit opportunities and efficiency of operations, while maintaining client focus
• Ensuring smooth-running of, and adequate resourcing for, day-to-day insight Client Service operations
• Empowering, nurturing and leading the Client Services team to become high-performing and highly-engaged experts who consistently meet or exceed KPIs
• Leveraging tools and technology to optimize the ease, efficiency and robustness of day-to-day operations
• Collaborating with EMPOWER Leadership and Management teams to develop excellent inter-departmental processes and communications
• Introducing and supporting innovation at all levels
• Budget and compliance (ISO) management

Celebrating diversity:
EMPOWER is not just an Equal Opportunities Employer - we are also a multilingual and multicultural team that celebrates diversity and inclusion as essential cornerstones of society and business. We ensure that all aspects of employment, including the decision to hire, are based on merit, competence, performance, and business needs, and that our team members feel comfortable being their authentic selves.

COVID-19 and remote-working:
The health and wellbeing of our team members is a top priority. Therefore, this role can be worked remotely during the pandemic, with the opportunity to work from our Chepstow office provided you and other team members feel it is safe to do so. Our offices have been remodeled to allow for social distancing (2m). COVID-19 training is provided, and regulations strictly enforced. We do however insist that you are able to commit to at least three days in the EMPOWER office during at least the first three months of your probationary period (Covid-19 restrictions depending)

Benefits:

• Company events
• Company pension
• On-site parking
• Private medical insurance
• Wellness programmes
• Work from home

Schedule:

• Day shift
• Monday to Friday

Work remotely:

• Temporarily due to COVID-19

COVID-19 precaution(s):

• Remote interview process
• Social distancing guidelines in place
• Virtual meetings
• Sanitisation, disinfection or cleaning procedures in place

Required Knowledge, Skills, and Abilities

- 3+ years leading and managing an Account Management/Client Services Team (if a BA/BSc degree is not held) - Market Research industry experience - Experience working with/to ISO standards`