Head of Client Services

Job Purpose

As the Head of Client Service of Screens, you will be responsible for leading the Client service and support function for enterprise and corporate clients. The role ensures high-quality service delivery, strong client relationships, SLA compliance, and operational excellence. This position plays a strategic role in client retention, account growth, and long-term partnerships, acting as a bridge between Clients and internal teams.

Duties & Responsibilities

Client Service Strategy & Leadership

• Define and implement the overall Client service strategy aligned with the company's vision and growth objectives.

• Lead, coach, and develop the account management team to deliver consistent, high-quality service.

• Establish service standards, policies, and procedures to ensure a unified Client journey.

• Act as the escalation point for critical or complex Client issues.

• Promote a Client-centric culture across the organization.

Operations & Service Delivery

• Oversee daily Client service operations across all channels (phone, email, chat, CRM, ticketing systems, etc.).

• Ensure timely resolution of Client inquiries, complaints, and service requests.

• Optimize workflows, processes, and systems to improve efficiency and service quality.

Account Management & Client Relationships

• Manage key client accounts and ensure strong, long-term relationships.

• Act as the main point of contact for high-value or strategic Clients.

• Ensure service delivery aligns with contractual agreements and SLAs.

• Identify opportunities for upselling, cross-selling, and service enhancements through Client insights.

• Conduct regular account reviews and performance check-ins with key clients.

• Drive client retention by monitoring renewal rates and comparing client retention and revenue performance year-over-year.

• Contribute to revenue growth by identifying and supporting cross-selling and upselling opportunities in collaboration with Sales and Commercial teams.

• Track and report account-level growth, including retained revenue, expansion revenue, and churn risks, compared to the previous year.

Performance Management & Reporting

• Set clear KPIs and targets for the client service team.

• Track, analyze, and report Client service performance and trends to senior management.

• Use data and Client feedback to drive continuous improvement initiatives.

• Prepare regular reports on service quality, Client satisfaction, and operational efficiency.

Quality Assurance & Continuous Improvement

• Implement quality assurance frameworks and service audits.

• Analyze Client feedback, complaints, and root causes to improve service delivery.

• Lead continuous improvement initiatives to enhance Client satisfaction and retention.

• Ensure compliance with company policies, regulatory requirements, and industry best practices.

Cross-Functional Collaboration

• Work closely with Sales, Marketing, Product, Finance, and Operations teams to ensure a seamless Client journey.

• Support onboarding and training initiatives related to Client experience and service excellence.

• Provide Client insights to support product development and service enhancements. 

Education, Experience & Qualifications

• Bachelor's degree in Business Administration, Management, Marketing, or a related field.

• Master's degree or professional certification in Client Experience, Service Management, or Operations (preferred).

• At least 14 years of experience in relevant work experience, and five years of management experience.

• Strong stakeholder and relationship management skills.

• Strategic thinker with strong operational execution ability.

• Client-obsessed mindset with a focus on long-term partnerships.

• Excellent communication, negotiation, and presentation skills.

• High accountability and ownership of outcomes.

• Ability to lead teams in complex, fast-paced B2B environments.

• Proactive, solution-oriented, and resilient under pressure.