Client Manager

Journey Further; Leeds; On-site; 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 + Christmas shut.

Home working allowance

Job summary

Journey Further in Leeds is seeking an experienced Client Experience Manager to act as the main contact for clients, coordinating with senior leads to deliver on expectations and deadlines. You will ensure clients stay informed, happy, and supported, while helping the team achieve an exceptional client experience.

You will manage multiple projects, deadlines, QBRs and client development objectives, taking a commercial mindset to drive growth, keeping all stakeholders updated with plans, budgets,

Qualifications

• Proven experience in a fast-paced agency environment.
• Excellent communication and presentation skills.
• Documentation and reporting skills, keeping projects on track.
• Experience managing multiple stakeholders and levels.
• Growth mindset and willingness to challenge the norm.

Responsibilities

• Be the main point of contact for clients and coordinate with senior leads to meet expectations and deadlines.
• Manage multiple projects and deadlines, including ongoing delivery, QBRs and client development objectives.
• Identify opportunities to add value, support client growth and drive account expansion.
• Keep clients and teams updated with plans, timelines, budgets, and status reports.
• Coordinate meetings and ensure thorough documentation and organisation.
• Guide monthly and quarterly priorities and report progress to CX leadership.
• Escalate over-servicing and poor performance before becoming critical.
• Spot pain points and drive continuous improvement in client delivery.
• Support marketing and new business by highlighting excellent work and opportunities.

Skills

Fast-paced agency

Client relationship

Communication skills

Documentation & reporting

Stakeholder management

Ownership mindset

Growth mindset

Cross-functional collaboration

Soft sales experience

Job description

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

• Proven experience working in a fast-paced agency environment across multiple clients and industries/sectors
• 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 experienceand an ability to spot missed opportunities for clients

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