Client Services Manager

Ready to lead an exceptional client services team? Do you thrive on building outstanding client relationships, developing high-performing teams and delivering exceptional customer experiences? Are you looking for a leadership role where you'll have the opportunity to shape the future of an award-winning digital marketing agency?

If so, we'd love to hear from you.

Iconic Digital is looking for an experienced Client Services Manager to lead our growing Account Management team, ensuring every client receives an exceptional experience whilst supporting the continued growth of our agency.

Reporting directly to the CEO, you'll play a pivotal role in client retention, service delivery, team development and the successful onboarding of every new client.

This is an outstanding opportunity for an experienced digital marketing professional who combines commercial thinking with inspirational leadership.

About Iconic Digital

Iconic Digital is one of the UK's leading award-winning digital marketing agencies, helping ambitious organisations grow through intelligent, data-led marketing strategies.

Our clients trust us to deliver measurable commercial growth through SEO, Paid Advertising, Social Media, Email Marketing, Content Marketing and emerging AI technologies.

Innovation is part of our DNA. We continually invest in our people, embrace new technologies and encourage every member of the team to think differently, solve problems and challenge the status quo.

We're also proud to donate 30% of our profits to charitable causes, ensuring our commercial success creates a positive impact within the communities we serve.

The Role

This is a hands-on leadership role where you'll oversee the day-to-day performance of our Client Services function.

Managing a team of four to five Digital Marketing Account Managers, you'll ensure clients receive outstanding service from onboarding through to long-term account growth.

You'll act as the senior escalation point for client relationships, coach your team to deliver exceptional standards and work closely with the CEO to continually improve client satisfaction, retention and operational performance.

You'll also lead the onboarding of every new client, ensuring they experience a smooth, professional and engaging introduction to Iconic Digital.

Key Responsibilities

Lead, mentor and inspire a team of Digital Marketing Account Managers.

Create a culture of exceptional client service.

Own the client onboarding process from handover through to successful campaign launch.

Act as the senior escalation point for client enquiries and service issues.

Support Account Managers in developing client strategies and growth opportunities.

Monitor client satisfaction and retention across the agency.

Lead regular team meetings and one-to-one coaching sessions.

Ensure client reviews, reporting and strategic planning are delivered to an exceptional standard.

Identify opportunities to improve agency processes and operational efficiency.

Work closely with the CEO to implement client service initiatives.

Collaborate with SEO, PPC, Content, Social Media and Technical teams to ensure campaigns are delivered successfully.

Support the continued development of agency systems, reporting and client communication.

What We're Looking For

We're looking for a natural leader who enjoys helping both clients and colleagues succeed.

You'll have excellent commercial awareness, outstanding communication skills and a genuine passion for delivering exceptional customer experiences.

You'll be confident making decisions, resolving complex client issues and motivating a team to consistently perform at their very best.

Essential Skills & Experience

Previous experience managing client accounts within a digital marketing agency.

Experience leading or mentoring Account Managers.

Strong knowledge of SEO, Paid Advertising, Social Media, Email Marketing and digital marketing strategy.

Excellent client relationship management skills.

Outstanding communication and presentation skills.

Strong commercial awareness.

Experience managing multiple priorities in a fast-paced environment.

Excellent organisational skills.

Data-driven approach to marketing performance.

Confident interpreting analytics and campaign reporting.

Desirable Experience

Google Analytics (GA4).

Google Search Console.

Google Ads.

Meta Advertising.

LinkedIn Advertising.

SEMrush or similar SEO platforms.

CRM and project management platforms.

What Success Looks Like

Within your first twelve months you will have

Successfully led and developed the Client Services team.

Improved client retention.

Delivered a best-in-class onboarding experience.

Increased client satisfaction.

Developed clear performance standards across the department.

Built strong relationships with key clients.

Become a trusted member of the agency leadership team.

What You'll Receive

Competitive salary depending on experience.

Performance bonus scheme.

Hybrid working with two office days per week.

Twenty days' holiday plus bank holidays.

Your birthday off each year.

Company pension scheme.

Ongoing AI and leadership training.

Opportunity to shape the future of an award-winning agency.

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