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Published by Woods Group

New Client Services Manager

To help ensure service excellence and best practice we have created the new role of Client Services Manager. We are delighted to announce the appointment of Luke Smith to that role as of 23rd June 2016.

Below, George Collins, our Client Services Director, discusses the role with Luke.

Luke Smith

Luke brings a wealth of experience in client services, team management and process change management to Woods. He is passionate about proactive service excellence and is charged with delivering the changes required to take our client service offering to a new level.

Luke was kind enough to be subjected to a short Q&A to tell me a bit more about himself and the new role.

As Client Services Manager what does your role involve?
“I’m the manager of our great Account Management team and have overall  responsibility for ensuring we provide the best possible service to our clients. In Account Management we are responsible for all client campaigns from concept to delivery. In the team we have 3 Account Directors, 8 Account Managers and 5 Account Executives, with each Account Director having their own team. It’s a very busy team, we manage numerous campaigns at any one time, so ensuring we have very tight systems and processes is critical. A major part of my role is ensuring that the team are properly supported with effective tools to help follow our processes and also to ensure we are completely compliant in the way we work.”

What is your background?
“For the past 15 years I worked for a very large multinational IT solutions company managing large operational teams.”

What excites you about your new role?
“I really wanted to find a role where I could use my skills effectively and also be part of something worthwhile. By being part of a team that enables charities to do what they do is very motivating for me.”

How do you see the industry developing?
“Over the past 12 months new challenges have come into the charity sector. With the new Fundraising Regulator in place, there is far more emphasis on ensuring that charities act in a compliant way. I’m pleased to say that at Woods we really understand this and are very much at the forefront in compliance, something that will continue to be a major priority for us and a great benefit for all our clients.”

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