Client Services

Description:

MeMo is seeking a Client Services & Strategy Lead to oversee the delivery of exceptional client experience, strategic excellence, and commercial performance across all accounts. The role involves acting as a senior strategic partner to key clients and leading the internal Client Services team to ensure integrated, insight-driven, and effective marketing campaigns for hospitality clients. This position contributes to agency growth, leadership, and operational excellence.

Key Responsibilities:

Leadership & Management

• Lead, mentor, and develop the Client Services team to deliver high standards of account management and strategic consultancy.

• Foster collaboration across PR & Influencer, Digital Marketing, Social Media & Content, and Client Services divisions.

• Oversee resource planning, team structure, and workflow to support agency growth and client retention.

• Contribute to senior leadership team discussions, shaping agency vision and growth strategy.

Client Strategy & Growth

• Act as strategic lead on key client accounts, ensuring strategies are insight-driven, integrated, and measurable.

• Provide oversight and challenge on all client strategies to ensure creative effectiveness and coherence.

• Identify growth opportunities within existing accounts and contribute to new business development.

Quality & Performance

• Champion excellence in client service delivery and maintain strong senior client relationships.

• Monitor and evaluate client strategies and campaigns against objectives and KPIs.

• Set and uphold agency-wide standards for strategic thinking, communication, and results reporting.

Commercial & Operational Oversight

• Work with leadership to forecast, plan, and report on account profitability and client satisfaction.

• Ensure processes, tools, and performance frameworks are in place to support efficiency and effectiveness.

Qualifications:

• Proven leadership in client services, marketing, or strategy within an integrated agency or hospitality brand.

• Strong strategic, analytical, and commercial skills linked to tangible business results.

• Experience managing senior client relationships and providing consultative guidance.

• Operational understanding of CRM systems (e.g., Mailchimp, Klaviyo) and reservation platforms (e.g., SevenRooms, OpenTable, ResDiary).

• Excellent communication, presentation, and stakeholder management skills.

Desired Characteristics:

• Ability to inspire, mentor, and develop teams.

• Passion for hospitality, creativity, and data-driven marketing.

• Proactive problem-solving approach with focus on commercial outcomes.

Additional Requirements:

• Hybrid working arrangement with in-office presence on Mondays.