Director Customer Experience

Journey Further; Leeds; On-site; GBP 60,000 - 70,000; Full time

Job summary

Join a forward-thinking agency that is redefining the boundaries of digital media. This role offers the opportunity to lead client relationships across various sectors, ensuring their growth and retention through strategic insights and exceptional service. As part of a dynamic Client Experience team, you will engage with high-profile clients, manage complex situations, and drive innovative solutions. Be part of a collaborative environment that values transparency and creativity, where your contributions will shape the future of client interactions. If you are passionate about performance marketing and eager to make a real impact, this is the perfect role for you.

Qualifications

• Experience at a Performance Marketing or Media agency at Director or Associate Director level.
• Proven track record of leading complex client relationships.

Responsibilities

• Build and nurture relationships with senior-level client decision-makers.
• Manage challenging client situations and resolve issues positively.

Skills

Client Service

Performance Marketing

Programmatic Advertising

PPC

SEO

Social Media

Influencer Marketing

Financial Management

Job description

About Journey Further

At Journey Further, we don’t just deliver results – we push the boundaries of what’s possible. Founded in the UK in 2017, the agency has rapidly grown to over 160 specialists across offices in London, Leeds, Manchester and New York City, all on a mission to take brands beyond the limits of performance, platform optimization, and human potential. As a global, full-service digital media agency, we believe in transparency, innovation, and expertise to create partnerships that drive real, measurable impact.

About the role

We’re looking for someone with both significant Client Service and Activation channel experience to lead relationships with our UK based clients across verticals such as retail, beauty, fitness and insurance.

You will help ensure that we deliver on our objective to grow & retain client revenue through creating valuable client relationships & experiences, helping to turn Journey Further into the most customer centric agency.

You will join our Client Experience (CX) team and report into our Senior Client Director who leads our Client Partner discipline.

What you will do

• Build and nurture senior-level relationships with client decision-makers through meaningful conversations and strategic discussions
• Manage challenging client situations expertly
• Resolve issues positively and escalate them appropriately within the agency where needed
• Create Client Development Plans and ensure that client teams deliver
• Lead the narrative, expected outcomes and QA in key client meetings like QBRs
• Oversee your client team’s output and value ensuring they meet client needs
• Identify opportunities for growth, accurately forecast and deliver on opportunities
• Own contract renewals for your clients, ensuring scopes are clearly defined, agreed and delivered on
• Identify opportunities for growth, accurately forecast and deliver on the opportunities

Requirements

• You’ve worked at a Performance Marketing and/or Media agency at a Director level or Associate Director level, and are looking for your next step
• You have experience of leading clients that focus on Programmatic, PPC, SEO, Social and Influencer media, supported by Strategy, Insight and Creative
• You’ve grown successful client relationships with high profile and complex clients
• You’ve helped build a client team and relish the opportunity to manage others
• You’re skilled in forecasting and financial management
• You have experience of working with teams that reside overseas

Location

Leeds or Manchester

Salary

£60,000 - £70,000

Process:

Apply via the Journey Further website, any applications not submitted via the website will not be considered. If your application is successful, you can expect:

• Step 1: Screening call with TA team member
• Step 2: Interview with the Senior CX Team
• Step 3: Formal interview and task with the Senior CX Team

We are unable to provide sponsorship for this role. Please do not apply if you do not have the right to work in the UK.

Diversity & Inclusion

Journey Further takes pride in creating an environment where everyone can be themselves. This starts with recruitment.

We pledge to make our roles as open as possible and to provide equal opportunities to everyone that is kind enough to give us their time. All recruitment decisions we take will be based solely on the positive skills and behaviours that applicants display and absolutely nothing else.

We do not discriminate based on any personal characteristic, we are a people first agency and we care about and celebrate individuals.

If something is important to you, it's important to us. If you have a particular need during the application process or during your time at Journey Further, please let us know.