Head of Client Relations

The BusinessWe 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 RoleReporting to the Directors, the role includes the following duties:Customer Experience and StrategyDefine and implement the end-to-end customer experience strategySet and maintain high service standards across all touchpointsOversee communication processes Act as escalation point for complex client issuesPerformance and Continuous ImprovementBuild and track KPIs across customer service and sales supportAnalyse trends, bottlenecks, and feedback to improve processesLead CRM optimisation, automation, and system improvementsOwn CSAT surveys and executive reportingLeadership and Team DevelopmentLead and develop multi-functional teams (Sales Support, Reception, Returns, etc.)Implement structured appraisals and performance frameworksSet targets, identify skill gaps, and deliver trainingCommercial Growth Drive revenue through upselling and account developmentAnalyse seasonal trends and customer buying behaviourSupport new business strategy and team frameworksConduct account audits to prioritise high-value clientsPersonWe are looking for a commercially minded leader with ..... full job details .....