Client Services Director (Shopify)

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We're seeking an experienced Client Services Director to oversee a portfolio of premium-level accounts, with a strong focus on transitioning them to Shopify.

To be able to excel in this role, you'll need hands-on Shopify experience to effectively guide both our clients and internal teams through the migration process and beyond.

We have offices in Stockton-on-Tees, Newcastle upon Tyne, and Manchester, but we welcome applications from candidates based anywhere in the UK.
Role Overview

As an experienced and results-driven Client Services Director, you will oversee and manage our Premium-level accounts. This role is integral to the strategic growth and retention of high-value clients, ensuring exceptional service delivery, strong client relationships, and the achievement of key business objectives. You will take ownership of the Premium portfolio, lead a dedicated team, and drive quality and accountability across all services provided to Premium accounts.

This position demands:

• Demonstrated expertise in managing and advising Premium-level accounts, driving their successful growth through strategic guidance.
• Proven ability to mentor and support junior team members, fostering their professional development and helping them reach their full potential.
• Strong experience with the Shopify platform, enabling premium accounts to make informed, strategic decisions to support their growth journey.

Duties and Responsibilities

Portfolio Management

• Take responsibility for the net position of your client portfolio, ensuring consistent growth, retention, and profitability.

Team Leadership

• Nurture and train junior team members, providing guidance and fostering professional development.
• Client Deliverables:
• Conduct monthly check-ins with key stakeholders for the top 50% of clients.
• Hold quarterly check-ins with the lower 50% of clients.
• Attend a minimum of one client meeting per week.

Risk Management

• Identify, report on, and mitigate risks within the portfolio to ensure stability and long-term success.

Client Growth

• Identify opportunities to expand services for existing clients and successfully pitch and sell additional solutions, including Shopify-based offerings

New Business Support

• Contribute to new business opportunities by providing insights and expertise for selected prospects.

Client Relationships

• Maintain high-quality relationships with clients, acting as a trusted advisor and ensuring their needs are met.

Retention and Renewal

• Ensure all Premium accounts are renewed and retained, delivering a seamless client experience

Quality Assurance

• Drive accountability and quality in all services delivered, reviewing sales materials, renewal presentations, and strategy documents for accuracy and effectiveness.

Performance Monitoring

• Spot-check client deliverables to ensure they meet the highest standards and align with client goals.

Strategic Leadership

• Develop and review marketing and business strategies, attending strategy meetings to ensure alignment with client objectives.

Shopify Expertise

• Leverage your experience in using and selling Shopify solutions to help Premium clients scale their businesses and achieve their growth potential.

Negotiation and Conflict Resolution

• Lead complex negotiations and effectively resolve conflicts at a senior stakeholder level.

Stakeholder Communication

• Provide regular updates to senior stakeholders on portfolio performance, including current and projected outcomes.

Performance Management

• Oversee and manage the performance of your team, ensuring accountability and excellence in service delivery.

Requirements

• Proven track record of senior-level communications and relationship management with Premium-level clients.
• Demonstrated success in selling to and retaining large retailers and brands across multiple marketing services.
• Extensive experience in developing and executing marketing and business strategies.
• Strong knowledge of Shopify, with a proven ability to use and sell Shopify solutions to support client growth.
• Exceptional negotiation skills with the ability to resolve high-stakes conflicts effectively.
• Attention to detail and quality assurance in client-facing materials and deliverables.
• Leadership experience, including the ability to train, manage, and support a high-performing team.

Core Competencies, Skills & Personal Attributes

• Strong communication skills, both written and verbal
• Strong presentation skills
• Strong workload management and prioritisation skills
• Well-presented, well spoken, articulate and professional
• Determined, driven and willing to learn
• Supportive and ability to mentor others
• Skilled at working across departments and leveraging relationships to achieve shared goal
• Commercially focussed and results orientated
• Ability to generate new ideas
• Ability to overcome challenges

Benefits

• Competitive basic salary with great progression options
• Unlimited paid holidays - yes that's not a typo!
• We operate a hybrid working policy: 3 days in the office, with the option to request up to 2 days working from home each week.
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• Health Assured Employee Assistance Programme
• Free eye tests and flu jabs
• VS Perks, have a monthly treat on us; from Amazon vouchers, PlayStation credits, ASOS, H&M to Just Eat, there's something for everyone!
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Friday afternoon drinks to wind down for the weekend
• Pension scheme to help you save for the future
• Cycle to work scheme
• Discounts across our brands
• Regular team social events
• Training & development

So if you think you've got what it takes to join one of the UK's leading eCommerce providers, we'd love to hear from you.

A little formality... by applying you implicitly consent to us processing your data for review for this vacancy only.

Talent Hunter Referral Bounty - £250

Help us find the right talent to join our team, and get a handsome reward in return. It couldn't be easier - if you know someone who could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the reference when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.