Client Delivery Lead - Drive Retention & Growth

Social Hotspot; Manchester; Hybrid; GBP 39,000 - 58,000; Full time

Benefits offered by this job

Monthly bonuses

Job summary

Social Hotspot in Manchester is seeking a hands-on Head of Delivery to lead our 9-person client delivery team. You’ll own churn, client satisfaction, and upsell bonuses while reporting to the co-founder. You’ll be in the calls, the boards and the WhatsApp groups daily to drive performance.

You’ll audit, coach, hire, onboard and, when needed, exit team members; own SOPs and monthly grading and bonuses; keep a sharp focus on retention and growth through upsells and referrals.

Qualifications

• 2+ years managing a team of 5+ in a client-facing role.
• Experience owning a retention, churn or satisfaction KPI.
• Confident running 1:1s, feedback and performance reviews.
• Able to build SOPs and hold others to them.
• Comfortable with monday.com or similar tools, and fluent English.

Responsibilities

• Daily audits of every CSM and SDR board, catching problems early
• Hot seats three times a week with all six setters
• Reviewing CSM calls, and every exit call within 48 hours
• Owning the at-risk client list and chairing the weekly red flag meeting
• Hiring, onboarding and, when needed, exiting team members
• Owning team SOPs and running monthly grading and bonuses

Skills

People management

KPI ownership

Communication

Fluent English

Tools

monday.com

Job description

Social Hotspot in Manchester is seeking a hands-on Head of Delivery to lead our 9-person client delivery team. You’ll own churn, client satisfaction, and upsell bonuses while reporting to the co-founder. You’ll be in the calls, the boards and the WhatsApp groups daily to drive performance.

You’ll audit, coach, hire, onboard and, when needed, exit team members; own SOPs and monthly grading and bonuses; keep a sharp focus on retention and growth through upsells and referrals.