Client Success Senior Director

PwC; Birmingham; Hybrid; GBP 180,000 - 260,000; Full time

Benefits offered by this job

Empowered flexibility

Private medical cover

Volunteer days

Job summary

PwC in the United Kingdom seeks a Client Success Senior Director to shape client strategy, enhance client experience, and lead engagement initiatives across priority accounts. The role collaborates with the UK Sales and Marketing Senior Leadership Team to drive value for senior client stakeholders globally.

You will drive client listening programs, analyze insights, and guide account growth with a disciplined, data-driven approach while fostering inclusive leadership and high-performance teams.

Qualifications

• Have a proven track record in client strategy, client experience, client relationship programmes, and client accounts, with a clear focus on outcomes.
• Demonstrate visionary leadership with an entrepreneurial mindset and experience leading large-scale teams and market activation initiatives.
• Excellent communication and interpersonal skills to influence and negotiate across all levels and geographies, mentoring talent and fostering inclusive leadership.
• Strong analytical and problem-solving capabilities, translating insights into actionable strategies for continuous improvement.
• Deep industry knowledge and integrity with ethical practices and resilience through change.

Responsibilities

• Shaping and delivering client strategy, designing innovative client experience approaches, and driving initiatives that increase value and strengthen client relationships.
• Partnering with senior stakeholders, including Management Board and Markets Leadership, to influence and execute customer success and client-centric strategies.
• Leading client listening programmes, analysing insights and feedback, and using data to inform strategic decisions and enhance client satisfaction.
• Overseeing priority accounts, ensuring tailored engagement, sustainable growth, and consistent excellence across the client experience.
• Driving continuous improvement across client engagement, leveraging technology, insight, and industry best practice while collaborating across the firm and broader PwC network.

Skills

Client strategy

Client experience

Account management

Leadership

Stakeholder engagement

Tools

CRM Software

Job description

Line of Service

Internal Firm Services

Industry/Sector

Not Applicable

Specialism

IFS - Internal Firm Services - Other

Management Level

Director

Job Description & Summary

About the role:

The Client Success Senior Director is a senior leadership role, responsible for driving increased value per client by shaping and enhancing the client experience, driving client engagement strategies, and overseeing the Sales and Marketing enablement of our Priority Client programme. The role works with a wide range of senior stakeholders in the UK and globally due to the nature of our key client base and coverage in the UK. This role requires experience in client strategy, client experience, client relationship programmes, and account management, as well as a deep understanding of the professional services industry. The successful candidate will collaborate with other members of the UK Sales and Marketing Senior Leadership Team and will have broader functional leadership responsibilities.

What your days will look like:

• Shaping and delivering client strategy, designing innovative client experience approaches, and driving initiatives that increase value and strengthen client relationships.

• Partnering with senior stakeholders, including Management Board and Markets Leadership, to influence and execute customer success and client-centric strategies.

• Leading client listening programmes, analysing insights and feedback, and using data to inform strategic decisions and enhance client satisfaction.

• Overseeing priority accounts, ensuring tailored engagement, sustainable growth, and consistent excellence across the client experience.

• Driving continuous improvement across client engagement, leveraging technology, insight, and industry best practice while collaborating across the firm and broader PwC network.

This role is for you if:

• Have a proven track record in client strategy, client experience, client relationship programmes, and client accounts, with a clear focus on outcomes.

• Can operate strategically and demonstrate visionary leadership with a proactive, entrepreneurial mindset, alongside proven success in leading large-scale teams and market activation initiatives.

• Demonstrate exceptional communication and interpersonal skills, with the ability to influence and negotiate across all levels and geographies, while mentoring talent and fostering inclusive leadership.

• Have strong analytical and problem-solving capabilities, translating insights into actionable strategies and driving continuous improvement in dynamic environments.

• Bring deep industry knowledge and integrity, with a commitment to ethical practices, resilience through change, and a keen understanding of market dynamics and client needs.

What you’ll receive from us:

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Bonus Program Design, Business Development, Business Opportunities, Coaching and Feedback, Communication, Compensation Strategy, Creativity, CRM Software, Customer Insight, Customer Liaison, Customer Needs Analysis, Customer Retention, Deal Management, Embracing Change, Emotional Regulation, Empathy, Inclusion, Influence, Innovation, Intellectual Curiosity, Lead Follow-Up {+ 32 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No