Client Manager

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

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 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