Head of International Client Services

What you'll be doing:

• Leadership & Management:
• Provide strategic oversight and leadership to the client services division, ensuring alignment with the company’s overall vision and goals.
• Directly manage a team of managers and directors, fostering a collaborative, high-performance culture across regions.
• Oversee the professional development and performance management of an international team, ensuring excellence in client service delivery.
• Serve as a key member of the Global Client Services leadership team, contributing to department and company-wide strategy and decision-making.

Strategic Planning & Execution:
• Develop and implement a strategic roadmap for the client services organisation, focusing on driving client satisfaction, retention, and growth.
• Drive the department's excellence by taking a strategic, data-driven approach and leveraging metrics and analytics to improve service delivery and client outcomes.
• Collaborate with other departments (e.g., Sales, Marketing, Product) to ensure a seamless client experience and alignment of goals.

Client Relationship Management:
• Build and maintain strong relationships with key clients, acting as an escalation point for critical issues and ensuring their long-term success and satisfaction.
• Develop and oversee client satisfaction and retention strategies, ensuring the consistent delivery of exceptional service across all regions.
• Represent the company in client meetings, presentations, and negotiations as needed.

Performance & Metrics Management:
• Establish and monitor key performance indicators (KPIs) for the client services division, ensuring that all teams meet or exceed targets.
• Use data and analytics to drive continuous improvement in service delivery, client satisfaction, and operational efficiency.
• Report on departmental performance to the executive team, providing insights and recommendations for improvement.

Operational Excellence:
• Implement best practices and process improvements to enhance the efficiency and effectiveness of the client services team.
• Ensure compliance with company policies, industry regulations, and client agreements.

What you bring to the table:

• 10+ years of experience in client services, account management, or a related field, with at least 5 years in a senior leadership role.
• Proven track record in the AdTech space, with depth of knowledge in the industry landscape, upcoming challenges, and what being “world-class” really means to us.
• Deep experience and passion for people management, with a background encompassing leading large organisations with multiple management layers
• Strong analytical skills, with the ability to leverage data to drive decisions and improvements.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
• Demonstrated ability to think strategically and execute methodically.
• Deep data acumen and understanding, both leveraging the insights of the team and also getting hands-on in spreadsheets and systems to get the context needed for key decisions
• Ambassador for a strong performance culture that values supporting others, acting with integrity, and focusing on a growth mindset

StackAdapters Enjoy:

• Competitive salary
• Private Medical Insurance cover
• Auto-enrolment into the company pension scheme
• Work from home reimbursements
• Coverage and support of personal development initiatives (conferences, courses, etc)
• An awesome parental leave policy
• A friendly, welcoming, and supportive culture
• Take part in our Work and Wander policy, which allows you to work from anywhere worldwide.
• Our social and team events (virtually!)