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This is an exciting opportunity to fill the role of Head of Clients in the Bewonder* team. Bewonder* is a creative consultancy that connects people and place through a range of services including Customer Experience, Digital, Placemaking, Wayfinding, Marketing and Communications. At its heart is it’s proposition - Just Imagine – this is a promise to both clients and the team, a promise which must be kept. Reporting into the Head of Bewonder*, the Head of Clients is a critical role in the business and will be responsible for leading and managing the agency’s Client Service team and delivering a best-in-class client experience. The successful candidate will be client, quality and commercially focused and a natural collaborator. The role will require an enthusiastic and highly organised individual with an eye for detail, who will strive for excellence in everything they and the team do. You will enjoy working strategically with clients and the Bewonder* team. Playing your part in creating a culture of thinking, creativity, growth and high performance.
Job Responsibility:
Serve as the primary point of contact for top-tier clients, ensuring ongoing satisfaction and alignment
Act as the voice of the client within the agency, championing their needs and expectations
Handle escalations, sensitive issues, or high-pressure situations with professionalism and urgency
Initiate regular check-ins, business reviews, and relationship-building efforts to maintain strong client ties
Oversee the client feedback survey identifying areas of development and improvement
Develop and oversee strategic plans for each key account, aligning agency output with client goals
Identify upsell and cross-sell opportunities within existing accounts
Track client-specific KPIs and ensure agency performance aligns with those targets
Lead the client service team to ensure best practise, creativity and innovation
Effectively manage client service workload allocations and resourcing requirements
Mentor associates, account managers and executives, supporting their development and performance
Foster a positive, collaborative team culture that promotes accountability and excellence
Ensure projects are delivered on time and within scope
Monitor budgets to ensure profitability and flag potential overruns early
Identify inefficiencies and recommend improvements in workflow or communication
Oversee the onboarding process for new clients, ensuring a seamless transition from pitch to project delivery
Develop and implement strategies to retain and grow high-value clients
Represent the agency at industry events and in thought leadership opportunities
Raise the profile of Bewonder* to attract new business opportunities
Support new business development including identifying opportunities and leading on pitches, especially for high-value or strategic clients
Play a key role in the Bewonder* senior leadership team
Work closely with the Head of Studio to ensure effective collaborations and ways of working across the agency
Requirements:
8+ years of agency and client management experience
Proven track record in client satisfaction and growth
Proven track record in running, growing and developing a Client Service team
An entrepreneurial spirit with a strong business acumen
Strong understanding of marketing principles, strategy, creative development and campaign execution
Ability to initiate and lead business discussions and drive ongoing engagements with C-Suite level clients and JLL executives
Experience in operating in a fast-moving company with multiple stakeholders
Outstanding written and verbal communication skills
Energetic and collaborative team player who feeds off goal setting and achievement