Head of Client Relations

The Business We are working with a high growth business recruiting Head of Client Relations to join a business that put its people at the forefront. This is a senior opportunity to own and elevate the full client journey while driving commercial growth. This role blends strategic customer experience leadership with hands-on sales and relationship management, ensuring clients are engaged, retained, and growing. The Role Reporting to the Directors, the role includes the following duties: Customer Experience & Strategy • Define and implement the end-to-end customer experience strategy • Set and maintain high service standards across all touchpoints • Oversee communication processes • Act as escalation point for complex client issues Performance & Continuous Improvement • Build and track KPIs across customer service and sales support • Analyse trends, bottlenecks, and feedback to improve processes • Lead CRM optimisation, automation, and system improvements • Own CSAT surveys and executive reporting Leadership & Team Development • Lead and develop multi-functional teams (Sales Support, Reception, Returns, etc.) • Implement structured appraisals and performance frameworks • Set targets, identify skill gaps, and deliver training Commercial Growth • Drive revenue through upselling and account development • Analyse seasonal trends and customer buying behaviour • Support new business strategy and team frameworks • Conduct account audits to prioritise high-value clients Person We are looking for a commercially minded leader with a passion for customer experience and team development. • Proven experience in a senior client services / customer experience / sales leadership role • Strong commercial awareness with the ability to drive revenue growth • Experience managing CRM systems and performance data • A track record of improving processes and customer outcomes • Excellent communication and stakeholder management skills • The ability to lead, inspire and develop high-performing teams Benefits • Salary up to £60k DOE • Opportunity to shape the customer experience strategy end-to-end • Collaborative environment with strong function exposure • Onsite parking, electric charging and cycle to work scheme