Head of Client Services

EMPLOYMENT TYPE |

Full Time

LOCATION |

Alexandria, NSW

MANAGER |

COO

COMPANY VALUES |

Have a Crack | Nothing But the Best | Back Yourself | Don't be a Dickhead 

EMAIL

PURPOSE OF THE ROLE

Woofys is in growth-mode. We are a brand experience company, helping businesses create memorable and impactful IRL brand activations. We work with leading names in fashion, automotive, retail, and beauty, delivering innovative creative solutions that drive engagement and bring brands to life.

Clients are our business. As
Head of Client Services

, you are responsible for leading the strategic direction, performance, and growth of the Client Services function.  You will lead the Australian team of Account Managers and act as the primary interface between Woofys and our clients, owning responsibility for building and sustaining successful client relationships that deliver year on year growth.

Working closely with senior leadership, you will be accountable for driving efficiencies, leading a high-performing team, and ensuring flawless execution across every project. Your remit covers existing clients alongside a need to participate and drive new business initiatives, both self-generated and business-led.  

This role ensures that every client engagement is delivered with excellence, consistency, and measurable value, fostering long-term partnerships and driving business success. Acting as the voice of the client within the organisation, the Head of Client Services develops and implements service strategies that enhance client satisfaction, retention, and profitability.

KEY RESPONSIBILITIES

Client Relationships

• Maintain successful client relationships within existing accounts, establishing yourself as the senior contact within the business.
• Ensure client satisfaction, with regular health checks against all aspects of the relationship – ensuring we are relevant and tuned to our client's needs going forward.
• Develop trust and dependency from the client, ensuring their preference to work with Woofys as they move within the industry.

Live Projects

• Maintain appropriate visibility on projects within your client portfolios working efficiently with various departments and the project management team to ensure excellence in execution, leading from the front or checking in with the appropriate frequency.
• Play a key role on tier one projects, working with a wider team to ensure 100% high standards (team makeup and roles and responsibilities to be outlined dependent on project).
• Set up projects post pitch or given brief (tier one and two) and handover to HODs and delivery team with agreed budgets and scope of work.
• Ensure you are billed out to clients against project budgets to drive utilisation, liaise with HODs to ensure the appropriate team is in place to deliver against set tasks and timeframes.
• Liaise with team leaders to ensure suitable resources are matched against clients and projects, including but not limited to capability, personality, cultural awareness, sector/category knowledge.
• Pre-agree and set in motion PR and marketing opportunities for the agency derived from delivered work, including but not limited to case studies, video and photography for our own marketing channels, press releases and testimonials.
• Ensure post project client satisfaction, feeding back any comments on agency and individual performance where relevant.
• Oversee post project finance and time reconciliation, for use in both client and internal reviews.

New Business Development

• Demonstrate an always on mentality in regard to new business and networking on behalf of the business.
• Ensure Woofys is one step ahead of our competitors, seeking new business opportunities with existing clients.
• Lead pitches for assigned clients, being the ringmaster of the process internally to ensure the best possible chance of success. Devise strategies to turn potential pitches into given opportunities with new and existing clients.
• Use your client relationship to predict, provide growth and deliver against our clients annual forecast, whilst increasing levels of confidence on our graded forecast.
• Provide proactive thinking and ideas to our clients that deliver ROI, encouraging spend of budget with Woofys.
• Unearth and unlock potential for growth within our existing clients business by networking and expanding across their business, using your client as a gateway to opportunity.
• Provide added value to our clients, keeping them abreast of industry updates, sector news and marketing trends and business growth updates, that can in turn unlock additional revenue streams for the agency.
• Report into senior leadership on performance against set targets.

Financial Management

• Demonstrate financial acumen and flair, adhering to Woofys and client procedures, whilst installing diligence across teams.
• Demonstrate knowledge of the Woofys financial model by balancing our profitability needs with client service requirements.
• Provide guidance to finance and procurement to effectively negotiate with clients.
• On an ongoing basis, with the senior management team manage/input the correct financial forecasting of both blue sky and live projects relating to all clients you are responsible for.
• Lead the ownership and effective utilization of across the business to ensure efficiency and productivity.

Senior Support

• Support the management team in the pursuit of business growth through efficiencies in output and exploration into new channels.
• Assist and encourage participation by core staff in the take up of new practices across the agency, leading by example.
• Participate in new initiatives and contribute to the overall culture of the Woofys business.

SKILLS & EXPERIENCE

• 8+ years experience in a Head of Client Services or similar role.
• A proven track record of delivering excellence.
• Experience working with leading consumer brands.
• Strong creative sensibility and understanding of experiential storytelling.
• Commercially astute, with a strong grasp of budgets and margin-focused decision-making.
• Experience of managing / guiding a number of individuals / colleagues in pursuit of excellence and creativity.
• Previous experience managing clients across multiple brands, proving best in class client management, problem solving and relationship building.
• An ability to think strategically about experience marketing challenges, whatever the brief, audience or channel.
• Client loyalty that facilitates organic new business opportunities.
• A deep understanding of the commercial realities of running a business.
• Excellent written and presentation ability.
• A natural gravitas and presence to make things happen.

PERFORMANCE GOALS

• Act as the primary client advocate, ensuring every activation reflects Woofys' brand promise of quality, creativity, and exceptional service.
• Maintain a minimum client satisfaction score through proactive communication, seamless event delivery, and a strong understanding of brand objectives. Conduct Quarterly Partnership Reviews with key clients to evaluate performance, identify opportunities for future activations, and strengthen long-term relationships.
• Reduce client churn by implementing consistent feedback processes and follow-up systems after each activation.
• Ensure all activations, events, and campaigns are delivered on time, on budget, and at Woofys' quality standards.
• Implement standardised project workflows across all client accounts (via ) to improve visibility, accountability, and consistency.
• Build and nurture a high-performing Client Services team that delivers exceptional experiences from concept to execution. Foster a positive, collaborative team culture aligned with Woofys' values of creativity, agility, and premium service.
• Oversee the effective utilization of across all departments to ensure seamless planning, communication, and delivery. Reduce administrative bottlenecks by automating reporting and scheduling where possible.
• Improve cross-functional efficiency and internal collaboration between Client Services, Events, and Operations teams through defined handover and reporting processes.
• Grow existing client revenue by 20% year-on-year through upselling, cross-selling, and long-term service agreements.
• Contribute to annual forecasting and budgeting for the Client Services division to ensure profitability and margin targets are met.
• Provide monthly client service performance reports to the leadership team, including insights on client satisfaction, revenue, and pipeline growth.
• Encourage a culture of innovation within the team, promoting new ideas for activations, experiences, and client engagement.