GM Client Services

$220,000 – $250,000 per year + performance bonus

Are you an elite leader with a growth mind-set and talent to drive and optimise a high performing client services team? We are looking for someone very special to join an independent digital product business, in a newly created role focused on client retention and growth for the NZ market.

Are you Digital Media, SaaS or Agency-side and want to level up in a new sector? Are you looking for the next exciting phase in your career where you can leverage your proven and results driven leadership and client service expertise?

Our Auckland based client, an established digital media-centred company is gearing up for the next phase of super-growth in 2025 and beyond They are recruiting for a newly established GM of Client Services for the NZ market.

This role focuses on retention, growth and results for all NZ clients. You will be a self-starter, born motivator and natural leader. You will be industry-proven with strong commercial and business acumen, an exceptional communicator, able to take the lead and motivate a team to achieve exceptional results and break records with flare and style, while upholding the mission and values of the business.

The breakdown

We are looking for someone who has:

• Extensive and proven leadership experience
• Commercial experience operating in Media, Advertising, SaaS or Technology solutions environments
• Premium client service and account direction experience
• Well networked and proven in their career

Key expertise and responsibilities are:

• Leadership: Motivating and leading a team of client service professionals to achieve goals. Always operating with intent, clarity and purpose.
• Strategic Thinking: Developing and implementing strategies to improve client satisfaction and drive business growth.
• Team Management: Leading, coaching, and mentoring client service team members to be best in class and realise their own potential.
• Senior Leadership Team: Reporting to the CEO and as a member of the SLT you must collaborate well and own your part in the overall business objectives.
• Relationship Management: Building and maintaining strong, positive relationships with your team and clients.
• Communication: Effectively communicating goals and vision with your team – taking your team on a journey. Strategic and commercial communication with clients to understand their business needs, manage expectations and solve business challenges.
• Performance Management: Tracking team performance and implementing strategies to improve results. Doing this with a positive and growth mind set.
• Client & Account Direction: Own a smaller portfolio of high-value clients, ensuring their needs are met and they are experiencing growth and results.
• Client Satisfaction & Results: Monitoring client satisfaction levels and taking proactive steps to improve the client experience, giving your team the tools and knowledge to do the same. Conduct regular reviews with your team and clients to assess performance, gather feedback, and identify opportunities for improvement and growth.
• Revenue Generation: Identifying and pursuing opportunities to increase revenue from existing clients. What's working well, what could we do better? Drive the same way of working and expectations from your team.
• Contract Negotiation: Negotiating and managing client contracts, playing a fair but hard game from a position of knowledge and expertise.
• Process Improvement: Identifying areas for improvement in client service processes and implementing changes to enhance efficiency, effectiveness, client experience and revenue results.
• Technical Skills: Proficiency in relevant software, CRM tools, and industry knowledge.

The reward

• $220k - $250k base + performance bonus
• First class working environment
• Premium and modern tools/tech provided
• Central Auckland locations

Apply today

If this role sounds like you, apply today with a brief summary of why you are the perfect candidate for this position.

About The Pond Recruitment

The Pond is committed to becoming New Zealand's number one specialist recruiter in the Creative & Design, Digital & Tech, and Marketing & Sales sectors. We focus on finding the best candidates in the local and overseas markets that last the distance and help transform our clients' businesses. Established in 2006, The Pond is driven by a dedicated team of experienced recruiters and a support team who get results for clients daily. Our audited placement average is 4.6 years, so the people we place do stick.