Head of Client Services

**Purpose of position**

As Head of Client Services (DACH), you will be accountable for the overall management and development of all account management services at Awin in Germany, Switzerland, and Austria.

Reporting directly to the Country Client Services Director, you will be an integral part of the company and the Senior Management Team. You will be an experienced leader of a large team and a manager capable of leading and inspiring a diverse set of teams towards a common objective. You will have excellent communication and negotiation skills and evidence of successful and innovative contributions to affiliate marketing. You will have a proven record of managing account management teams within digital marketing, to gross profit, EBIT, and cost targets as well as case studies of how you have achieved positive customer feedback for a client-facing team within a digital marketing environment.

**Key Tasks**
- Overall responsibility for the delivery of DACH client-facing service across the Company
- Overall responsibility for leading the Client Services team in its work, and ensure you set an example for every member of the team at all times
- Drive client service excellence through the entire Client Services team, ensuring Awin delivers high customer satisfaction in all aspect of our client facing work
- Set Client Services OKRs which ensure alignment with the German and Global strategies, and work with the managers to ensure their strategic direction and OKRs also feed into this
- Support the Client Services teams to develop client specific strategies and associated tactics to drive growth and development for the major clients in each team
- Monitor client satisfaction levels across the Company and address these issues where required
- Ensure each Client Services team is set-up to maximise the revenue potential from its client base and retain the major clients within its client base
- Provide strong and relevant leadership, coaching, mentoring and troubleshooting to your direct reports and, where necessary, the staff generally
- Attend Commercial meetings and pitches where Client Services input is required
- Understand and convey key industry developments to the department
- Taking responsibility for senior-level projects within the company when required, and being ready to play an active role in the progress of company-wide initiatives

**Skills & Expertise**
- 8+ years of online professional experience (at least three years of which being at a senior level within performance marketing)
- 2+ years working with an affiliate marketing network
- Proven senior level relationship building, both internally and externally
- Experience in leading leaders.
- Hands-on management and coaching experience of a large team
- Track record of developing services and/or account management SLAs within digital marketing
- Show true passion about servicing our clients on a daily basis and the delivery of customer delight
- A strong focus on results, continuous improvement and innovation
- A credible client background with solid marketing and advertising credentials
- Knowledge of e-commerce, web technology and online marketing concepts, industry trends, etc
- As a Head of Client Services you will be expected to demonstrate and be a role model for a range of skills. Ultimately you will be responsible for the guidance and development of your teams, it is essential that you are a great communicator, able to inspire your team and spot potential.
- Excellent understanding of Online Performance Marketing and superior knowledge of the affiliate marketing sector, trends, changes, competition, and strategic priorities
- Excellent presentation skills and ability to build rapport with the most difficult of clients
- The ability to treat people with the strength, empathy, detachment and severity required of managing a large team
- Excellent analytical and numerical ability
- Self-motivated, ambitious and initiative-taking
- Fluent in verbal and written German and English

**Our Offer**
- **Flexi-Week and Work-Life Balance**: We prioritise your mental health and well-being, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves as well as volunteer days.
- **Remote Working Allowance**:You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
- **Pension**:Awin offers access to an additional pension insurance to all employees in Germany.
- **Flexi-Office**:We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions
- **Development**: We've built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.
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