ROLE
As the Head of Client Services at Unicorn Orange, you'll lead our account management team, ensuring exceptional service delivery, client retention, and sustainable growth. Your strategic vision and leadership will drive team performance, elevate client satisfaction, and enhance business profitability. You will work closely with cross-functional teams to shape our service offerings and scale our operations effectively.
KEY RESPONSIBILITIES
Your responsibilities would include, but are not limited to:
Strategic Leadership: Develop and implement strategies to drive client retention and revenue growth across all accounts.
Client Retention & Growth: Identify risks, implement proactive strategies to mitigate churn, and work with Account Managers to increase client lifetime value.
Team Oversight: Lead, mentor, and develop the account management team, fostering a culture of excellence and accountability.
Process Optimisation: Streamline workflows to improve efficiency, consistency, and client satisfaction.
Client Relationship Management: Oversee key accounts, ensuring all client touchpoints align with our high standards and client goals.
Collaboration: Partner with sales and marketing to align account management strategies with overall business objectives.
Reporting & Accountability: Monthly reporting directly to the Founders on KPI's.
REQUIREMENTS
You require the following skills, personal qualities and qualifications:
We’re looking for someone with:
Experience: 5+ years in account management, plus at least 2 years in a client services role, ideally within an Amazon or ecommerce agency.
Client Retention Focus: Proven track record of improving client retention rates and delivering profitable growth.
Leadership Skills: Strong experience in managing and developing high-performing teams.
Strategic Thinking: Ability to identify and implement strategies to increase client satisfaction and reduce churn.
Communication Skills: Excellent communication and interpersonal skills to manage client relationships effectively.
Problem-Solving: Strong analytical skills and a proactive approach to identifying and resolving client risks.
Industry Knowledge: Deep understanding of Amazon marketplace dynamics and how to deliver impactful client strategies.
OUR PRINCIPLES
We use principles every day, whether discussing new ideas or working out the best way to solve a problem. We do our best to 'BE AWESOME'.
B for... Bottle neck
Don't be the bottle neck. Never be the reason for something to not progress and be quick to communicate completion of the task to the relevant person (internal or external). If there are delays, we want to ensure this isn't because of us being slow to make our contribution to a task.
A for... Attention to detail in our work
Have relentless high standards and take pride in everything you do. Check, double check and triple check your work before sharing with others.
W for... Willingness to help our team
One team, one dream. Learn and share best practices and show off to our clients.
E for... Exceed client expectations
We wouldn't be a business without our clients. Never say no and always think of a solution to make our clients happy.
S for... Simplify and elevate
Be aware of external new ideas and create innovation that enables scaling and simplicity.
O for... Ownership in our work
Become the subject matter expert of the work you manage. Take total ownership and fully research all aspects of the work.
M for... Make data driven decision
What story is the data telling you? Always be sceptical when metrics and anecdotes differ.
E for... Efficiency
Achieve the maximum output from the minimum input.
ABOUT US
We are a specialised Amazon agency for challenger brands, with expertise in growing sales profitably on Amazon through our secret formula. Our services encompass comprehensive account management and PPC advertising. As a rapidly growing small team, we play a crucial role in Unicorn Orange's success, collaborating closely with the founder and co-founder from our Farnham office.
Competitive Salary
Dependent on experience, ensuring fair compensation for your skills and contributions.
Exciting Start-up Environment
No two days are the same; make a real impact in our dynamic start-up setting.
Opportunities to Learn
Join a small, yet mighty team where learning is inevitable, with ample opportunities to grow together.
Skill Development
Dive into diverse projects and gain experience across various areas in our start-up environment.
Career Development
Show your potential and advance quickly in our fast-growing company, reaching your goals with us.
Challenge the Status Quo
Contribute your ideas to shape our evolving work culture and drive innovation forward.
Fun Team Socials
Enjoy plenty of fun at our team social events, creating a positive atmosphere for all.
