Reporting Line:
Reports directly to the company founders.
Remuneration:
Competitive base salary + performance-related bonuses tied to agency growth and client retention.
Aperitif is an award-winning boutique growth agency helping ambitious brands grow through SEO, Google Ads, paid social, and sharper commercial thinking.
We're not built like a traditional agency. We care deeply about the quality of the work, the people doing it, and the outcomes we help create for clients. We move quickly, think commercially, and hold a high bar.
Over the last few years, we've built a strong reputation for doing good work by good humans. That has helped us attract a high-quality client base, expand internationally, and earn major industry recognition along the way.
Recent highlights
Winner: Best Global Small SEO Agency at the Global Search Awards **** (alongside 2 others)
Winner: Best Small Integrated Search Agency at the APAC Search Awards **** (alongside 2 others)
Austin, Texas office expansion
Award-winning work across SEO and performance marketing
Why Aperitif is different
At Aperitif, client service is not about smiling through chaos or papering over cracks.
It is about building trust, doing sharp work, communicating clearly, and creating an experience clients actually want to stay for. We care about standards. We care about accountability. We care about helping clients grow, not just keeping things moving.
We also care about building a genuinely strong place to work.
That means high standards without ego. Good people. Clear expectations. Room to grow. Real ownership. A team that gives a s**t.
Why this role matters
This is a key leadership role in the business.
You will lead the client services function and help shape how Aperitif delivers for clients as we continue to grow. That means improving client retention, strengthening delivery quality, building a high-performing team, and helping create a more mature, scalable client services engine.
This role is not just about managing accounts. It is about helping build a stronger business.
The role
We are looking for an exceptional Head of Client Services to lead the client side of Aperitif.
You will own the health, retention, and operational performance of our client services function. You will work closely with account managers and specialists, improve how teams work together, strengthen delivery systems, and help ensure clients receive an excellent experience from onboarding through to long‐term growth.




You will also play a key role in workforce planning, delivery efficiency, team leadership, and cross‐functional alignment across sales, marketing, finance, and people operations.
Key responsibilities
Client retention and account health
Own the overall health of the client portfolio
Drive strong client retention, satisfaction, and long‐term relationship quality
Identify client risk early and step in where additional leadership support is needed
Support upsell and cross‐sell opportunities in partnership with the broader team
Help create a client experience that feels proactive, commercially sharp, and high quality
Team leadership and development
Lead, coach, and develop the client services team
Build a high‐performance culture with clear accountability and strong support
Improve role clarity, communication quality, and team effectiveness
Support hiring, onboarding, and development within the client services function
Help create an workplace where strong people want to stay and grow
Workforce planning and resourcing
Manage resourcing and capacity planning across the client services team
Anticipate workload, hiring, and delivery pressure before they become problems
Work closely with department leads to align client demand with team capacity
Help maintain a healthy balance between service quality, profitability, and sustainability
Operational efficiency and delivery quality
Improve systems, processes, and workflows across client service and delivery
Strengthen onboarding, handovers, reporting, and internal coordination
Help reduce friction between teams and improve delivery consistency
Monitor account and team performance, then use that information to improve how the function runs
Build a culture of continuous improvement, not reactive firefighting
Cross‐functional leadership
Work closely with sales, marketing, finance, and people operations to support healthy growth
Help ensure new client wins are set up for long‐term success
Act as a mature, commercially‐minded bridge between departments
Support better decision‐making through visibility, communication,



and operational discipline
Commercial and profitability responsibility
Help ensure the client services function operates efficiently and profitably
Keep a close eye on margin, utilisation, team capacity, and delivery quality
Support commercially sound decisions without compromising long‐term client outcomes
Understand how delivery performance affects retention, revenue quality, and overall business health
Success in this role looks like
Strong client retention across the portfolio
High client satisfaction and low avoidable churn
Strong team engagement and staff retention within client services
Healthy delivery operations, including resourcing, utilisation, and workflow quality
Better alignment between client services and the rest of the business
Improved operational maturity as Aperitif continues to scale
You'll likely be a strong fit if you
Have led client service, account management, or delivery teams before
Know how to balance client experience with operational discipline
Are commercially aware, not just relationship‐driven
Can coach people well and hold a high bar
Are calm under pressure and good at reducing friction
Care about quality, accountability, and building strong teams
Are comfortable leading in a growing business where things are improving and evolving quickly
Experience in an agency or service‐based environment
Strong understanding of client retention and delivery operations
Experience with resourcing, workforce planning, and capacity management
Confidence working across multiple teams and stakeholders
Experience improving systems, process, and operational rhythm
Familiarity with modern agency tools across project management, reporting, CRM, communication, and workflow systems
Growth opportunity
For the right person, this role has significant room to grow. Someone who excels in the client services remit, builds trust internally, and demonstrates strong leadership capability may have the opportunity over time to expand into a broader operational or general management role within the business.
Join an award‐winning agency with strong momentum
Work closely with founders who care deeply about the business and the people in it
Help shape a key leadership function at an important stage of growth
Work with a high‐quality team and client base
Build something meaningful in a business that values standards, trust, and positive humans
#J-*****-Ljbffr

📌 Head Of Client Services (Melbourne)
🏢 Aperitif Agency
📍 Melbourne