Client Experience Lead

The Client Experience Lead will be responsible for leading, scaling, and inspiring our Account Management function to deliver world-class service and measurable value to our clients. This individual will ensure that every client experiences exceptional service quality, seamless mobilisation, and ongoing success through our solutions. Combining strategic leadership with hands-on commercial accountability, the role will focus on nurturing client relationships, driving revenue growth through upselling and cross-selling, and identifying innovative partnership opportunities. As a senior leader, the Lead of Client Services will play a pivotal role in client satisfaction, retention, and long-term revenue expansion across the portfolio.

Key Responsibilities

• Team Leadership: Lead, coach, and develop the Account Management team to achieve ambitious performance goals. Establish clear KPIs, promote the sharing of best practices, and cultivate a culture of collaboration, accountability, and continuous improvement. Champion professional growth through regular training, feedback, and structured career progression.
• Client Mobilisation: Oversee and refine the onboarding and mobilisation process for all new clients, ensuring an efficient, transparent, and engaging experience from contract to delivery. Coordinate across departments to guarantee that operational, technical, and commercial elements align for a successful launch.
• Client Success & Growth: Serve as the senior point of contact for key accounts, managing high-level relationships and ensuring client satisfaction at every stage. Anticipate challenges, proactively resolve escalations, and work closely with clients to maximise the value and impact of our solutions.
• Revenue Generation: Drive commercial growth within existing accounts through targeted upselling and cross-selling initiatives. Partner with clients to identify opportunities for additional services, joint ventures, and new collaborative programs that strengthen long-term relationships and increase profitability.
• Operational Excellence: Develop and implement scalable processes, tools, and reporting frameworks to enhance consistency, responsiveness, and service quality. Work closely with internal teams to streamline communication, standardise workflows, and improve client touchpoints.
• Strategic Insight: Capture and analyse client feedback, usage data, and engagement trends to identify risks and opportunities. Provide actionable insights to inform product innovation, strategic planning, and organisational growth.
• Reporting & Accountability: Monitor and report on performance metrics, including client retention, satisfaction, and revenue expansion. Present regular updates to the senior leadership team, highlighting successes, risks, and recommendations for improvement.

The post holder will be part of an on-call rota during the academic term to respond to urgent issues as they arise. They will act as a point of escalation for colleagues, ensuring that matters are managed promptly and effectively, and that appropriate action is taken to minimise disruption to students, staff, and operations. It is also expected, in the case of serious problems, that the post holder responds outside of their on-call rota pattern.

Requirements

Skills & Experience

• Demonstrated experience leading client services, account management, or customer success teams within a fast-paced, service-oriented environment.
• Proven ability to drive commercial growth through structured upselling, cross-selling, and client engagement strategies.
• Strong track record in managing complex client mobilisation and onboarding projects from initiation to steady-state.
• Exceptional leadership and communication skills, with the ability to inspire teams and build trusted, long-term relationships at all levels.
• Strategic, analytical, and client-centric mindset, balancing operational excellence with commercial performance.
• Highly organised, proactive, and adaptable, with strong problem-solving skills and a focus on delivering measurable results.

Benefits

• Base salary is based on experience, and performance bonuses are based on KPIs.
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development opportunities
• Unlimited book budget.
• Additional benefits such as a pension and 25 days' holiday also apply.

ABOUT VECTARE

Vectare is an award-winning transport consultancy and technology company, providing creative solutions to enhance the transport provision of educational establishments, corporate clients, and the public sector.

We’re a young company, founded in 2016, which means we’re innovative, agile, and a fun place to work. Our small team works to the highest standards, and we expect everyone to focus on delivering high-quality service and attention to detail. You’ll work closely with our Senior Management Team, and you’ll have much more access to and insight from these senior leaders than you would get in a larger business.

At Vectare, we strongly believe in valuing our staff, both as individuals and for the contributions they can make to all levels of the business. This means that we’ll treat you with respect, and we’ll expect you to extend that same respect to everybody you work with, at all levels of the business.

Feedback is an essential part of our culture, and as such, we need you to feel confident about sharing your opinions with senior management. This is crucial for our business growth.

We work closely with over 200+ independent schools around the United Kingdom, and we are seeking growth in both the domestic and International Markets.