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Who are WePlay?

WePlay is a Growth Marketing Agency, working in partnership with the world’s most ambitious and exciting brands in sports and entertainment brands. Our partners range from world-leading to challenger brands, including FIFA, LaLiga, UFC, Paris Saint-Germain, Ironman, TOCA Social, Howler Head and Love Hemp.

Our name states our desire to work with brilliant brands in sport, entertainment and lifestyle – and become the main player in their growth stories.

The ‘We’ means Partnership – everyone working as one team to achieve outstanding outcomes that match brands’ ambitions. The ‘Play’ signifies Growth – finding new ways to cut through the noise and win in these ultra-competitive industries.

The Role:

We are looking for a Head of Client Services to lead a team that sits at the heart of our agency offering, the bridge between our people and our clients. With 10 years of industry-leading pedigree behind us, we have ambitious plans for the next few years, and this is a rare opportunity to join the company in a senior position.

Taking ownership of an enviable client portfolio, including household sports and entertainment, and global enterprise brands, you’ll be responsible for driving the standards of excellence that form the bedrock of our offering, ensuring client satisfaction, retention, and growth.

Far from being happy with the status quo, you will relentlessly improve and expand our existing ways of working, build on our excellent client retention rates, and maximise all areas of opportunity across our client base, resulting in a demonstrable impact on our bottom line.

You will work closely with our New Business, Strategy, Creative, Social and Media teams to ensure we’re delivering on our commercial targets, as well as our objectives for our clients – and that all work is delivered efficiently on time and within budget.

Mentorship and team management will be a core part of your role; we are looking for someone with the skills and experience to coach and empower others to develop their careers at WePlay, both within the Client Services team and throughout the wider agency.

Fundamentally, you will ensure the experience our clients have with WePlay is perfect, and that we always act in the best interest of our clients.

The Head of Client Services will report directly to the Chief Executive.

This is a London-based position, with mandatory London office days on Tuesday, Wednesday, and Thursday, and flexible working opportunities.

Core responsibilities:

  • Lead the Client Services team to deliver inspiring growth marketing solutions, exceed client objectives and drive profitable client relationships across our entire existing client portfolio.
  • Line manage Account Directors and support them as they manage the wider team.
  • Run the P&L for the CS team, taking responsibility for hiring, resourcing, and decision-making in line with business objectives.
  • Orchestrate the team’s marketing output, hitting the cadence and quality targets defined by the Marketing team
  • Own client advocacy and work closely with the Marketing team on the development of marketing materials such as case studies, award entries, and testimonials.
  • Support our Head of Commercial Development with new business as required and work closely together on the development and execution of new client onboarding processes, ensuring all clients receive the WePlay meaningful agency experience from day one.
  • Work closely with the New Business, Strategy, Creative, Social and Media teams to ensure alignment across our service offering, and support product development and innovation across teams and clients as required.

Client leadership:

  • Own retention rates for our existing client business and continue to improve these through effective relationship management and delivery of highly performant work.
  • Embed WePlay as a strategic growth partner with our clients through the development of relationships with key stakeholders
  • Lead the CS team in relationship management; build processes and mentor them to create long-term, mutually beneficial relationships.
  • Work with the Head of Creative and Head of Media to ensure defined client strategies are being executed to specification and are having a demonstrative impact on our clients’ performance.
  • Alongside the senior management team, improve our ability to service clients through the creation and roll-out of operational processes that ensure, quality and consistency, timely delivery, and clear value demonstration from our client work
  • Spot early warning of issues, whether internal or external and work with the account team and senior management, to take remedial action

Commercial acumen:

  • Working closely with the CEO, Head of Commercial Development and Finance Manager, have financial ownership of our existing business; own forecasting processes, make recommendations and push through improvements to our existing business revenue generation, and always have an in-depth understanding of the financial status of our client accounts.
  • Work with our Finance team to keep aged debt at agreed benchmarks, keep invoicing up to date, negotiate favourable contractual terms and maintain a healthy cash flow across our clients.
  • Be responsible for existing business account/project profitability and maintaining agreed fee income in line with business targets.
  • Improve the ability of the CS and delivery teams to identify and convert growth opportunities through mentoring and training. Directly support the team with cross and upsell opportunities as appropriate.
  • Improve our ability to convert project work into retained services through input on operations, sales, and marketing

In summary:

We want to hire someone as passionate about managing and motivating others as they are about building client relationships and delivering growth, someone with the ambition and drive to adapt, develop and evolve a truly world-beating team.

The candidate will ideally have:

  • At least 10 years of relevant experience, working in marketing or advertising across notable brands and campaigns
  • A passion for building high-performing teams who strive to deliver their best work
  • A track record of growing your client accounts year on year
  • A solid understanding of the modern marketing landscape with an enthusiasm for emerging platforms and technologies
  • The ability to strategise marketing activity across the full marketing mix, including social, creative paid, PR, influencer, and owned platforms
  • The capability to work as an authoritative figure in a busy team
  • Strong organisation, time management, and prioritisation skills
  • A passion for sports, entertainment, and the business side of our sectors
  • Interpersonal skills to build rapport with clients and internal stakeholders
  • A willingness to grow personally and professionally, with ambitious targets

Benefits:

  • 30 days holiday per year (+8 standard bank holidays)
  • Enhanced Maternity & Paternity policy
  • Company away days
  • A fantastic open culture built upon growth and a desire to be the best we can be
  • Lunch and learns each week
  • Monthly socials
  • Opportunities to attend industry events
  • Access to training packages, including management, leadership, and the Mini MBA
  • New Macbook/PC and Smartphone