Client Manager

Journey Further; Ledston; Hybrid; GBP 35.000 - 42.000; Vollzeit

Benefits dieser Stelle

Pension matched up to 4%

Private health insurance

Family benefits (maternity/paternity &

Flexible leave + home working

Zusammenfassung

Journey Further is seeking an experienced Client Experience Manager to act as the main contact for clients and ensure high levels of satisfaction across multiple accounts.

You will manage delivery, oversee QBRs and development objectives, and identify opportunities for growth while maintaining clear documentation and strong stakeholder relationships. The role supports marketing and new business activities with a growth mindset.

Qualifikationen

• Proven experience in fast-paced agency environments across multiple clients.
• Strong understanding of paid and organic media.
• Dedicated to delivering the best possible client experience.
• Excellent communication and presentation skills; able to build relationships quickly.
• Documentation and reporting skills to keep projects on track and deadlines.
• Experience coordinating multiple stakeholders and levels of seniority.
• Growth mindset and willingness to learn and challenge the norm.

Aufgaben

• Act as main contact for clients and oversee delivery against deadlines.
• Manage multiple projects (QBRs, development objectives) and budgets.
• Identify opportunities to add value and support client growth.
• Keep all parties updated with plans, timelines and status reports.
• Coordinate meetings and ensure thorough documentation and organization.
• Drive client excellence and delivery standards across the agency.
• Support marketing efforts by sharing client wins for case studies.
• Assist with new business efforts and revenue growth across client roster.

Kenntnisse

Agency experience

Paid media

Communication

Stakeholder mgmt

Documentation

Client relations

Jobbeschreibung

Acting as the main point of contact for your clients you will be responsible for client happiness, working with the wider team and senior client leads to deliver against client expectations and deadlines. You’ll be helping us keep our clients in-the-know, happy, and supporting us internally with our ambition to create an excellent client experience.

What you will do

• Managing multiple projects and deadlines simultaneously, such as ongoing delivery deadlines, QBRs and client development objectives
• Challenging processes that don’t feel like they have client experience at the heart of them
• Take a commercial mindset to your accounts, identifying opportunities to add value, support client growth and contribute to account expansion
• Keep projects and delivery on track against client expectations, ensuring clients, team members and team leadership are up to date (project plans, timelines, budgets, status reports)
• Coordinating internal and external meetings, and ensuring things are well-documented and organised
• Guiding and coordinating monthly and quarterly priorities (Client Development Plans), ensuring they are clear and reported on each month
• Monitoring and escalating over-servicing and poor performance before it becomes critical to CX team leadership
• Finding pain points in clients and delivery, escalating these as needed
• Ensuring your own, and your team's understanding and execution of client excellence and delivery standards across the agency
• Supporting our marketing efforts with proactive sharing of client excellence and spotting opportunities to call out excellent work in case studies
• Supporting new business as needed, and helping us grow revenue across your client roster

Requirements

• Proven experience working in a fast-paced agency environment across multiple clients and industries/sectors
• A strong understanding of paid and organic media
• Dedicated to delivering the best possible experience and service to clients
• Excellent communication and presentation skills and you're able to build relationships quickly, both internally and with clients
• Documentation and reporting skills, keeping projects and deliverables on track and to deadline
• Demonstrated experience working with multiple stakeholders and levels
• Keen to take ownership of projects and drive continuous improvement
• Experience working in a performance or marketing agency environment working in Account Management/Client Experience
• Growth mindset and are eager to learn and challenge the norm, to help us continually improve
• Preferred experience working across integrated clients
• Soft sales experience and an ability to spot missed opportunities for clients

Benefits

• Pension - Matched up to 4%
• Health - Private medical insurance
• Family - Enhanced maternity, paternity & adoption pay
• Flexibility - 25 days annual leave, Christmas shutdown and home working allowance

Salary

£35,000 - £42,000