Client Experience Lead – Growth & Delivery

Journey Further; Manchester; Hybrid; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Pension: matched up to 4%

Private medical insurance

Enhanced maternity, paternity & adopt‑

25 days annual leave

Home working allowance

Job summary

Journey Further in Manchester is seeking an experienced Account Manager focused on Client Experience to ensure happiness across multiple clients and deliver against expectations. You will work with senior client leads to keep clients informed and support our ambition to create an excellent client experience.

You will collaborate across teams, drive growth, maintain strong documentation, and contribute to the success of client programmes and case studies while delivering projects on time.

Qualifications

• Proven experience in a fast-paced agency environment across multiple clients and industries/sectors.
• Excellent communication and presentation skills with the ability to build relationships quickly.
• Strong project management experience with documentation and reporting discipline.
• Growth mindset with willingness to learn and challenge the norm.

Responsibilities

• Managing multiple projects and deadlines, including ongoing delivery deadlines, QBRs and client development objectives.
• Challenging processes to improve client experience at the heart of delivery.
• Apply a commercial mindset to accounts to identify growth and value opportunities.
• Keep projects on track with clear plans, timelines, budgets and status reports.
• Coordinate internal and external meetings with thorough documentation.
• Guide monthly and quarterly priorities (Client Development Plans) and report progress.
• Monitor and escalate over-servicing and performance issues before they escalate.
• Identify pain points in clients and delivery and escalate as needed.
• Ensure team adherence to client excellence and delivery standards across the agency.
• Support marketing efforts by sharing client excellence and case-study opportunities.
• Assist new business efforts and help grow revenue across client rosters.

Job description

Journey Further in Manchester is seeking an experienced Account Manager focused on Client Experience to ensure happiness across multiple clients and deliver against expectations. You will work with senior client leads to keep clients informed and support our ambition to create an excellent client experience.

You will collaborate across teams, drive growth, maintain strong documentation, and contribute to the success of client programmes and case studies while delivering projects on time.