Head of Client Services

At a glance 👀

SCREENSHOT Media is hiring an exceptional Head of Client Services to be the bridge between our agency and our clients. A senior, experienced leader who turns brilliant work into long-term partnerships and runs the client side of the business with the calm authority that only comes from having done it before.

You'll work directly alongside our CEO, Strategy Director and Executive Creative Director. They'll lead the creative and strategic direction of the agency; you'll be the person who lands it with clients, runs the accounts, develops the team and brings the discipline that holds it all together. If you've spent 6+ years in client services and you're already operating at Head of level - keep reading.

About SCREENSHOT Media 🤩

SCREENSHOT Media is a next-gen creator marketing agency on a serious growth trajectory, working with global brands to build creator networks, run performance campaigns and make content people genuinely want to watch.

We're an award-winning social media and influencer agency specialising in inserting brands into culture through high-impact, always-on campaigns. We're social-first and internet-native, helping brands grow through creator partnerships, fast-moving content and strategies rooted in real cultural insight.

Most agencies talk about the creator economy, but we’re actually part of it. Alongside our client work, we operate our own portfolio of owned and operated brands: SCREENSHOT, our premium Gen Z culture and entertainment channel; Offtrend, our fashion, beauty and trends channel; and Sportd, our sports and lifestyle content brand. That means our insights aren't just theoretical, they're backed by our own data, our own audiences and our own experience building brands from the ground up.

We’re market leaders in reaching and creating content for performance and serious brand growth, with platform partnerships with YouTube, Snapchat and TikTok. And we're just getting started.

Role overview 📹

We have a senior client services gap and we're not interested in filling it with someone who's still finding their feet. We want the real thing, a senior leader who's already lived this role, knows what good looks like, and has the experience to set the standard from day one.

As Head of Client Services, you'll act as the bridge between SCREENSHOT and our clients.

You won't be the lone voice on strategy, that's a partnership with our CEO and Executive Creative Director but you'll be the person who carries it through. You'll own the client experience day to day, lead the account management team, run the commercials with discipline, and contribute to the pitches and proposals that win us new business. Externally, you'll show up as a credible voice in the industry and help build SCREENSHOT's profile in the rooms and on the platforms where it matters.

Your tasks and responsibilities 😃

Client leadership

• Own the client experience and relationships across the agency, from kickoff through to renewal, setting the bar for what senior client partnership looks like and making sure we clear it every time

• Lead the strategic client conversations alongside our CEO, ECD and Strategy Director, translating big thinking into plans, language and rhythms that actually move clients forward

• Be the most senior client services voice in the room, the person that clients trust, respect and want in the conversation when it matters

Running the agency

• Act as the client services lead of the agency arm alongside our CEO and ECD, driving the client side of the business forward day to day

• Manage and mentor the account management team owning cross-functional collaboration, clear ownership and high performance

• Take overall responsibility for delivery standards, timelines and client satisfaction across every active account

• People & team development

• Lead training and investment across the client services team, building real careers and a team that keeps getting better

• Create a client services culture where people are inspired, challenged and supported in equal measure

• Spot gaps, advocate for the right hires and help shape the team as we grow

Process & business growth

• Support our CEO, Strategy Director and ECD in turning very warm leads into closed clients via pitch support and custom service packages developement

• Build the repeatable client services processes and systems that let us scale, account planning, reporting, scoping and commercial management

• Drive operational efficiency across account workflows, project management, time tracking and client reporting

• Own the "how we do client services here" and make it excellent

Thought leadership & industry presence

• Represent SCREENSHOT at panels, events and in the press as a credible, compelling voice in creator marketing and culture

• Contribute to new business by supporting the strategic direction of our CEO and Creative Director, bringing the client lens and account thinking that wins pitches and makes people want to work with us

Role skills and requirements ✅

• 6+ years in client services in an agency setting, with a strong account management foundation and a track record at Head of (or equivalent) level

• A proven history of retaining, developing and ultimately growing accounts, not just running them

• Genuine experience leading and developing client services teams; you've built people up, hired well and shaped the function around you

• Deep, lived-in knowledge of the creator economy, influencer marketing and social-first delivery (strategy, creative, media and management)

• Strong strategic instincts, you can hold your own in a planning session with CEO and Creative Director, and write a brief the creatives are excited to crack

• Experience owning senior client relationships at the most complex, multi-stakeholder end of the spectrum

• Solid commercial mindset; you understand scopes, time tracking, resourcing, forecasting and how to run an account profitably

• A track record of contributing to pitches and proposal, the strategic translation, client lens and account thinking that adds real value to the room

• The communication skills and confidence to present, pitch and represent the business externally

• An authentic passion for Gen Z culture and the platforms especially TikTok and Instagram

• A leader who takes initiative, sets the tone and isn't afraid to roll their sleeves up when it counts

What we offer ✨

• Hybrid working with a beautiful office in Shoreditch - we ask for a minimum of two days a week in person, because we’re genuinely better together

• 9am-6pm working hours, and half days every Friday

• 25 holiday days a year, plus bank holidays

• Free boxing, yoga and meditation classes in the office

• Access to therapy

• Summer and Christmas parties + quarterly team activities

• Drinks in the office every Thursday after work