Client Care Director (North American Market)

PHMG; Manchester; On-site; GBP 35,000 - 65,000; Full time

Benefits offered by this job

Free PureGym membership after 3 months

23 days annual leave plus bank holidays

Enhanced maternity, paternity and adoption leave

Career development linked to performance

Dedicated Employee Assistance Programme

Job summary

A leading audio branding company is seeking a Client Care Director for their Manchester office. This role involves engaging with clients, maximizing customer retention, and providing outstanding service. Candidates should have B2B experience, strong communication skills, and the ability to solve problems effectively. The position offers a competitive salary and generous benefits including gym membership and additional leave.

Qualifications

• Previous experience working in a B2B role.
• Ability to work under pressure with a positive outlook.
• Excellent attention to detail.

Responsibilities

• Taking inbound enquiries from clients who intend to cancel or review their subscription.
• Providing world-class customer service to maximise opportunities.
• Correctly identifying customer issues through effective questioning.

Skills

Excellent customer service skills

Strong negotiation

Effective personal organisation

Problem-solving capabilities

Ability to thrive in a B2B role

Job description

Overview

Client Care Director (North American Market) role at PHMG — located in Old Trafford, Manchester. Salary: £35,000 base and £65,000 OTE. Hours: Monday - Thursday (1pm - 10pm), Friday (1pm - 6pm) – 4.5 days per week.

An exciting opportunity has arisen for a Client Care Director to play a crucial role in continuing our company’s success, acting as an advocate for our product in all communications. We’re looking for an individual with a background in either sales, account management or operations, who enjoys engaging with clients day-to-day to gather feedback and improve our service through updates and changes. The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email. Excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self-motivated and a highly skilled problem solver. You’re also an exceptional listener, empathetic to our clients’ needs while respecting our needs, too.

Responsibilities

• Taking inbound enquiries from clients who intend to cancel or review their subscription
• Providing world-class customer service to maximise opportunities to retain existing business
• Correctly identifying customer issues through effective questioning
• Providing solutions through quality communication, leading to a fast and efficient customer experience
• Maintaining an excellent level of knowledge of all our products and services to tailor solutions to client needs
• Managing a CRM database on a day-to-day basis

Skills, Knowledge And Experience Required

• Previous experience working in a B2B role
• Excellent customer service skills
• Ability to thrive in an environment focused on customer retention and satisfaction
• Effective personal organisation; self-starter with drive, ambition and creativity
• Strong negotiation, written and oral communication
• Excellent attention to detail and problem-solving capabilities
• Ability to work under pressure with a positive outlook when faced with complex client issues

Benefits

• Free PureGym membership after 3 months served
• Cycle to work scheme
• 23 days annual leave plus bank holidays, increasing with length of service
• Additional half day off for birthday
• Enhanced maternity, paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Smart pension scheme
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Free fruit & breakfast
• Company sports teams
• On-site barber and beautician
• Car valet service
• Career development directly linked to performance
• Fundraising initiatives for PHMG Foundation
• Dedicated Employee Assistance Programme

About PHMG

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.

This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We provide fresh audio branding that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses elevate their brand and customer experience through the power of sound.

Our client list includes global brands such as Coca-Cola, Samsung, Adidas, and Audi. We also support SMEs across virtually every sector, providing world-class audio branding solutions.

PHMG offers a vibrant workplace with over 800 colleagues across six global offices. You’ll collaborate with some of the brightest minds in the industry, united by a passion for innovation and excellence. Joining PHMG means being part of a company that values creativity, embraces diversity, and fosters professional growth.