Client Services Director (eCommerce)

Next 15 Group

  • Leicester
  • Permanent
  • Full-time
  • 1 day ago
is a digital agency, established for 15 years and part of the Next15 Communications group, a UK PLC with a global footprint across 50 offices in 15 countries. We help brands grow by redefining and accelerating the digital customer experience, creating rapid value and enabling future digital business.Role overviewWe are looking for a strategic and commercially-minded Client Services Director (eCommerce) to lead and develop Client Services across our e-commerce-focused portfolio.This role sets out to ensure outstanding client delivery while unlocking strategic growth opportunities.You'll work cross-functionally with delivery, strategy, and product teams to enhance our partnerships and performance.You will report to the Chief Client Officer.As a Client Services Director (eCommerce) at Williams Commerce, you will:
  • Lead and evolve our Client Services approach, advocating for client-centric strategies that accomplish measurable outcomes across retention, satisfaction, and commercial performance.
  • Drive long-term account planning and growth across main clients, ensuring strategic alignment with their evolving e-commerce goals.
  • Build deep, trusted relationships with senior client partners, becoming an important advisor on digital commerce strategies.
  • Identify and realise opportunities to introduce wider services from the Williams Commerce group, maximising client value and commercial growth.
  • Proactively flag and mitigate risks across our client portfolio, ensuring sustained delivery excellence.
  • Collaborate on new business efforts, especially within existing accounts, playing an important role in strategic upsell and cross-sell pitches.
  • Represent Client Services performance at leadership meetings, contributing to forecasting, planning, and agency growth strategy.
Team Development & Performance
  • Create a high-impact culture with shared accountability for client outcomes.
  • Ensure the continuous progression of our client services function.
  • Champion collaboration across internal disciplines – including delivery, creative, technical, and strategy, ensuring cohesive, impactful client outputs.
  • Embed operational rigour in account governance, budgeting, and forecasting processes, working with finance and operations to promote commercial accuracy and efficiency
Innovation, Insight & Industry Engagement
  • Use insight and the latest trends in digital commerce to inspire innovative solutions and inform strategic planning with clients.
  • Be the specialist internally and externally, promoting Williams Commerce's point of view on e-commerce evolution.
  • Support productisation and service refinement by feeding back client needs and commercial opportunities into internal R&D and innovation teams.
  • Ensure the team remains ahead of digital and retail commerce trends, nurturing an environment of continuous learning and market relevance.
You will bring:
  • Experience with client services leadership within a digital commerce or full-service agency environment.
  • Well‑developed commercial awareness with experience managing large account portfolios, driving account growth and profitability.
  • Deep understanding of e-commerce platforms (e.g., Adobe Commerce, Shopify, BigCommerce) and associated digital ecosystems.
  • Exceptional stakeholder management and conveying ideas clearly with the ability to influence at the C-suite level.
  • Experienced in leading multi-disciplinary teams and operating at a senior level within a high-growth business.
  • Comfortable managing complex delivery landscapes, often involving technology, strategy, and creative delivery.
And in return, Williams Commerce offers:
  • Unlimited holiday (paid annual leave)
  • Professional development: conferences, workshops, seminars, courses and webinars are all there for the taking.
  • Healthcare and pension plans.
  • Company equipment
  • Discounted city parking
  • Free healthy snacks
Why Us?Williams Commerce recognises that managing diversity is a continuous process of improvement and not a one-off initiative. Therefore, we develop and review our diversity strategy on an annual basis to support the achievement of business goals, including ways of addressing the diverse needs of our clientsAs a growing, global company, we focus on fairness and inclusion, ensuring that merit, competence, and potential are the basis for all decisions about recruitment, development and appraisals. Williams Commerce takes pride in keeping up to date with employment law and best practices when promoting equal opportunities and ensuring a diverse workforceWe are growth consultants. We are obsessed with finding ways to help our customers grow sustainably whether that’s focused on their revenue, brands or impact on the world. Everything we do is driven by data and embraces technology. We employ close to 4,000 people globally across our agencies, spanning digital content, marketing, PR, consumer, technology, marketing software, market research, public affairs, and policy communicationsOur MissionOur mission is to become the world’s leading growth consultancy. For Next 15, growth consulting isn’t just about growth in sales and profitability. It is growth in reputation, talent and product market share. It’s growth in valuation, innovation and talent retention. Growth is a complex problem, and it needs a sophisticated solution.Businesses are increasingly one large, interconnected digital entity. A problem or opportunity in one area is now connected to everything else. We view our clients through this digital lens to knit together insight, creative, business design, digital build and customer engagement under one roof to solve today’s most pressing business challenges.Environmental, Social & Corporate GovernanceWe demonstrate our commitment to running a more sustainable, equitable and diverse organisation that displays leadership in governance and values, through our ESG Strategic Priorities. To learn more about our priorities and how we are committed to continually growing and improving them across the Group, you can visit the of our website, where you can also read our latest ESG Report.

Next 15 Group