As a Head of Digital Client Delivery at QS, this is what you’ll be doing:
You will lead the Digital Client Services team whilst managing the delivery of campaigns to achieve our clients’ student recruitment objectives. This is a key role in taking our customer service to the next level through the definition and creation of creative, high performing and efficient operations. You will continue to drive exceptional levels of customer service as we look to push significant growth and expansion of our digital solutions.
Reporting into the Operations Director, you will work cross functionally with Product, Sales, Marketing and the wider Operations and Customer Management teams.
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Why QS?
At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect, and support each other – and as a company, our values underpin these.
Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.
At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.
Role responsibilities:
The Head of Digital Client Delivery is responsible for three key areas: 1. Customer Service and Client Success/ Retention, 2. Transformation and 3. Commercial Performance.
Customer Service and Client Success/ retention
- Provide effective leadership of the Digital Client Services team through your in-depth technical digital marketing and customer service expertise to optimize campaign delivery to the agreed client briefs.
- Maximise client satisfaction with the high performance of their digital campaigns and support they receive through stringent client targets and internal KPIS.
- Optimise digital marketing campaign assets/inventory management.
Transformation
- Define and deliver systems, culture, and process improvements to create and drive a model of proactive and continuous improvement, supporting significant business growth.
- Lead implementation of new software that will aid our digital campaign initiatives.
- Redefine processes and reporting to optimize efficiency, automate where appropriate and create capacity to proactively support clients with effective account management.
- Champion innovation and digital marketing best practice and evaluate new digital thinking and technologies ensuring QS pioneers new approaches to creating scalable ad operations which deliver a guaranteed high-quality delivery & service for our customers.
Commercial Performance
- Take ownership of the commercial performance of all digital client campaigns.
- Monitor and analyse product and campaign performance, driving campaign optimization, ROI and increasing customer lifetime value, streamline reporting and embedding data and insights into the delivery team culture.
- Improve client and product retention through exceptional delivery, enhanced reporting, and proactive identification of / activation of additional sales opportunities.
Key skills and experience:
Essential
- Extensive experience of delivering high levels of customer service efficiently and at scale.
- A track record of delivering successful systems, processes, and culture transformation in a customer service environment.
- Commercially driven with a focus on measurable performance metrics, retention, ROI and increasing Average Order Value (AOV).
- Expert in the principles and workings of digital marketing (CRM, SEO, paid media, analytics).
- Significant digital asset inventory management experience.
Desirable
- Leadership experience working in a digital advertising agency background or in a campaign management delivery role.
Technical skills and qualifications
- Digital Marketing/advertising qualification.
So, who are we and what do we do?
QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people.
Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers.
Headquartered in London, QS has over 650 employees globally with offices in Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.
We take investing in our people very seriously.
As standard you will have:
- Competitive base salary.
- Access to an annual bonus scheme (for qualifying roles only).
- Flexible working options.
- Access to QSmiles – a discount scheme that actually makes a significant difference.
- A vibrant social environment and multicultural and multinational culture.
But that’s not all. Outside of these standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:
- Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
- A focus on welfare which is led by our global wellness team, with mental health first aiders globally.
- Access to a variety of diversity and inclusion initiatives and groups.
- Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event.
- Support for volunteering and study leave.
- Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips.
- Options to join our outstanding global Mentorship programme.
Like what you’ve heard? Great, apply now!
As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.
QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.
