Head of Client Services

Who are we?

MATTE is a 360° full-service creative studio at the convergence of hype, storytelling and design. We bring people together to inspire new ways of engaging, to provoke long term progress, and to entertain audiences around the world, while helping forward-thinking brands and institutions nimbly and truly do the same. Our studio capabilities range from strategic ideation and insights, creative development, branding and identity, experiential, web design and development, campaigns and content creation, all the way through full-scale production and execution.

About this role:

MATTE is seeking an entrepreneurial and strategic Head of Client Services to join our growing company.  The Head of Client Services is responsible for leading the client services department and ensuring the delivery of exceptional client satisfaction, while scaling the business. The best candidate will have a proven track record in managing client relationships, developing and implementing client service strategies, and leading a team of professionals across multiple verticals of business. We are seeking candidates with significant experience within the Fashion & Luxury realm, as well as Hospitality & Spirits, Lifestyle, Sports, Music & Entertainment, and Technology & Innovation industries to join our team. Candidates must have experience in content production and experiential event production. This role reports into the Chief Marketing Officer and is responsible for:

• Oversee the daily operations of the client services department and ensure high-quality client service across all business verticals.
• Develop and implement client service strategies to enhance client satisfaction and loyalty, specific to the needs of each client and MATTE.
• Build and maintain strong relationships with clients to understand their needs and ensure their expectations are met, keeping in mind the unique requirements of each.
• Lead client services department and work with Group Client Directors to motivate the client services team, setting goals, providing coaching and training, and fostering a positive and productive work environment.
• Collaborate with cross-functional teams, including creative, production, and strategy, to resolve issues and improve processes.
• Collaborate with our CMO, Founders and Executive team to oversee company financial goals including the growth of both new business and organic business
• Analyze client service metrics to identify areas for improvement and track the success of  initiatives.
• Work with the operations team and other department heads to implement systems that optimize operations and success across the agency.

What you will bring:

• 12+ years of experience, including 6 years of management experience
• Deep and thorough understanding of campaign lifecycle and process
• Excellent organizational and leadership abilities that will support a diverse and  inclusive environment
• Excellent problem-solving and decision-making skills
• Ability to analyze data and make data-driven decisions
• Experience with client service technologies and tools, specifically in the context of a creative agency
• Experience with Airtable is a plus

Salary Range: $220,000-$250,000/annum

Benefits include:

• Full Medical, Dental, and Vision coverage
• 401k with a 4% company contribution max match (eligible after 6 months of employment)
• Fully covered yearly Citibike membership 
• Talkspace membership 
• Competitive PTO package
• End of Year Recharge paid time off
• Sabbatical Program option after three years of employment with us
• Parental Leave for all new parents
• Flexible work from home and remote options for specific roles

Everyone is welcome at MATTE - we’re passionate about building a team that reflects the diversity of our community and creating an environment where our differences are celebrated. MATTE provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MATTE will provide reasonable accommodations for qualified individuals with disabilities.