Head of Client Services

About Bambu and the role

Bambu Digital is a performance marketing and e-commerce growth consultancy, and the growth partner for ambitious Philippine retail and consumer brands. We hold ourselves accountable to measurable revenue, and our clients expect the same from the people who run their accounts.

The Head of Client Services owns that relationship. You will lead the account management team, protect and grow our client base, and make sure every client sees clear results from Bambu. You report directly to the CEO and sit on the senior leadership team.

Location: Makati, Philippines (hybrid) Type: Full-time, permanent

What you'll do

Own the client relationship

• Act as the senior point of contact for all clients, including executive-level stakeholders
• Run quarterly business reviews that tie Bambu's work to revenue, ROAS and retention
• Spot risk early, lead recovery plans on at-risk accounts, and keep churn low

Grow revenue from existing clients

• Identify upsell and cross-sell opportunities across our services (paid media, SEO/GEO, CRM and email, marketplace and TikTok Shop, live selling, affiliates, creative)
• Build and present proposals, and manage scope, pricing and contract amendments with the CEO
• Work with the CEO on new-business pitches, RFIs and onboarding of new clients

Lead the team

• Manage, coach and develop account managers and client service leads
• Set standards for reporting, communication cadence and account health tracking
• Make sure workload is balanced and the right specialists are on each account

Connect clients and delivery

• Work with the paid media, creative, and social commerce teams so briefs are clear and deadlines are met
• Make sure client reporting is accurate, timely and honest about what is and isn't working
• Keep contracts, billing terms and scope in order with Finance, and flag scope creep before it costs margin

Build the function

• Create repeatable playbooks for onboarding, reporting, QBRs and escalations
• Define and track client services KPIs: retention, net revenue retention, account profitability, client satisfaction

What success looks like

First 90 days

• You know every client account, its contract terms, its health and its key contacts
• You have met each client lead and the delivery teams, and agreed a reporting and QBR rhythm
• You have a clear view of at-risk accounts and an action plan for each

By 6 months

• Standard onboarding, reporting and QBR playbooks are in use across all accounts
• Account health is tracked in one place and reviewed with the CEO every month
• At least one upsell or expansion has been closed from your own pipeline

By 12 months

• Client retention and net revenue retention are measurably up on today's baseline
• The team runs accounts with minimal escalation to the CEO
• Clients describe Bambu as a partner, not a vendor

About you

Must have

• 8+ years in client services, account management or agency leadership, with at least 3 years leading a team
• Track record managing retail, e-commerce or consumer brand accounts in the Philippines or Southeast Asia
• Experience creating media plans across the full funnel for brands across a range of verticals
• Solid grasp of performance marketing and e-commerce metrics (ROAS, CAC, conversion, LTV, retention) and the ability to explain them to a CEO or CMO
• Experience in the past with media buying on marketplaces (Shopee, Lazada, TikTok Shop), Meta Ads, Google Ads, TikTok Ads, live selling, affiliate marketing, KOLs
• Knowledge of how programmatic media works and how OOH and DOOH is planned and bought.
• Strong experience with social commerce (affiliates, KOLs, Live Selling)
• Experience selling and growing accounts, including pricing, scoping and contract negotiation
• Excellent written and spoken English; strong presentation and stakeholder skills
• Calm under pressure, with good judgment on when to push back and when to concede

Nice to have

• Familiarity with CRM and lifecycle tools such as Klaviyo
• Knowledge on SEO/GEO/AEO and how these services can benefit a client’s growth
• Background in an international agency or consultancy
• Experience building client services processes from scratch

Compensation and benefits

• Salary: PHP 180,000 per month
• HMO coverage
• Pag-IBIG, PhilHealth and the other statutory contributions
• Hybrid work from our Makati base
• Direct access to the founder and a senior seat in a growing consultancy

How to apply

Send your CV and a short note on a client account you grew or turned around, and what you did, to the Bambu team. Shortlisted candidates will have an intro call, a case discussion and a final conversation with the CEO.

Pay: Php150,000.00 - Php180,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• On-site parking
• Opportunities for promotion
• Pay raise
• Promotion to permanent employee
• Work from home

Work Location: Hybrid remote in Makati Central Post Office