Client Engagement Director (EAFE)

PHMG Careers; Manchester; On-site; GBP 55,000 - 85,000; Full time

Job summary

A leading audio branding company in Manchester is seeking a Client Engagement Director (EAFE) to shape and execute the strategic vision for client engagement. This role drives exceptional client experiences and ensures alignment with organizational objectives. The ideal candidate will have proven success in leading high-performing teams, exceptional analytical skills, and a background in designing customer experience frameworks. The position offers a competitive package and a dynamic work environment.

Benefits

Free PureGym membership after 3-months

Cycle to work scheme

23 days annual leave plus bank holidays

Additional half day off for birthday

Enhanced maternity, paternity, and adoption leave

Two volunteer days per year

Smart pension scheme

Life insurance and critical illness cover

All expenses paid company events

Free fruit & breakfast

Company sports teams

On-site barber and beautician

Car valet service

Career development linked to performance

Employee Assistance Programme

Qualifications

• Proven success in leading high-performing teams in customer success.
• Exceptional analytical skills with experience in leveraging performance metrics.
• Ability to recognise and translate insights into actionable strategies.

Responsibilities

• Define and drive the department's strategic direction and KPIs.
• Maintain a comprehensive view of performance and engagement metrics.
• Partner with senior leadership to align client engagement strategies.

Skills

Strategic direction setting

Client engagement

Analytical skills

Cross-team collaboration

Customer experience design

CRM systems proficiency

Tools

Microsoft Office Suite

Data analytics tools

Job description

Role : Client Engagement Director (EAFE)

Location : Old Trafford M16 0PQ

Hours : 8.45am - 5.15pm (Monday - Friday) with flexibility to cover EAFE markets

Package : 55000 basic (85000 OTE)

The Client Engagement Director (EAFE) at PHMG is a senior leadership role responsible for shaping and executing the strategic vision for the Client Engagement department. This role drives exceptional client experiences fosters long-term relationships and ensures alignment with PHMGs organisational objectives. The Director will maintain a holistic view of department performance identify trends and opportunities and lead the design of innovative service frameworks. By collaborating with senior leadership and guiding Heads of Engagement and Client Services Managers the Director will set the strategic direction to deliver measurable impact in a fast-paced KPI-driven environment.

Key Responsibilities

• Define and drive the departments strategic direction establishing clear KPIs for Heads of Client Engagement and Client Services Managers to ensure alignment with PHMGs goals
• Maintain a comprehensive view of department-wide performance and engagement metrics ensuring consistent delivery of exceptional client experiences
• Identify overarching trends risks and opportunities across all service areas leveraging data to inform strategic decisions and optimise outcomes
• Partner with senior leadership including Sales Marketing and Product teams to align client engagement strategies with organizational objectives and PHMGs brand promise
• Lead the design implementation and continuous evolution of service frameworks and customer experience initiatives to enhance client satisfaction and retention
• Oversee and inspire Heads of Client Engagement and Client Services Manager fostering a culture of collaboration innovation and high performance
• Regularly assess department performance against KPIs providing actionable insights and strategies to maintain high standards of client engagement

Key Requirements

• Proven success in setting strategic direction and leading high-performing teams in client engagement account management or customer success ideally within a media creative or service-driven industry
• Exceptional analytical skills with experience leveraging performance metrics and data to identify trends mitigate risks and drive decision-making
• Ability to recognise cross-team and department-wide trends translating insights into actionable strategies that enhance service delivery
• Thrives in a dynamic high-pressure environment managing multiple priorities while meeting tight deadlines and ambitious KPI-driven targets
• Experience designing and evolving customer experience frameworks and service processes to deliver measurable improvements in client satisfaction
• Proficient in CRM systems data analytics tools and Microsoft Office Suite to support strategic planning and performance reporting

What youll get in return

• 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 your performance
• Fundraising initiatives for our registered charity the 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 saw the need for a fresh approach to audio branding one that harmonizes creativity technology and results. Today we serve over 37000 clients across 50 countries helping businesses to elevate their brand and customer experience by embracing the power of sound.

Our prestigious client list includes global giants like Coca-Cola Samsung Adidas and Audi. But its not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector providing each with world-class audio branding solutions.

For those with the talent drive and ambition PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here youll collaborate with some of the brightest minds in the industry all united by a passion for innovation and excellence.

Joining PHMG means becoming part of a company that values creativity embraces diversity and fosters professional growth. Sound good