Director of Partner Services & Client Experience

PHMG Careers; Manchester; On-site; GBP 54,000 - 90,000; Full time

Benefits offered by this job

PureGym membership

Cycle to work

23 days annual leave + holidays

Half-day for birthday

Enhanced leave provisions

Volunteer days

Smart pension

Life insurance

Company events

Free fruit & breakfast

On-site barber

Car valet service

Career development

PHMG Foundation donations

Employee Assistance Programme

Job summary

PHMG is seeking a Head of Client Performance in Manchester to lead the evolution from Client Services to Partner Services. You will shape a cross-functional operating model, drive a practical transformation roadmap and ensure a connected client journey from onboarding to ongoing activation and support.

The role demands senior consulting experience, strategic thinking and the ability to influence diverse teams without direct authority.

Qualifications

• Experience in management consulting, transformation consulting, corporate strategy or a comparable enterprise transformation role.
• Proven experience designing target operating models and leading complex, cross-functional transformation programmes.
• Strong strategic, analytical and commercial capability, with experience translating strategy into practical implementation.
• Experience developing business cases, transformation roadmaps and measurable success criteria.
• Confidence influencing, facilitating and constructively challenging senior stakeholders across multiple functions.
• Strong communication and problem-solving skills; ability to bring structure to ambiguity across senior-level strategy and operational detail.

Responsibilities

• Own the vision, design and delivery of PHMG’s transformation from Client Services to Partner Services.
• Define the future Partner Services operating model, ensuring it creates measurable value for clients and the business.
• Build and deliver a clear transformation roadmap, establishing priorities, ownership, investment requirements and measures of success.
• Take an end-to-end view of the client journey, ensuring onboarding, activation and ongoing Partner Services operate as a connected experience.
• Design a scalable Partner Services model that combines Partner Manager ownership, specialist expertise, technology, automation and proactive service.
• Define how the client experience should vary according to client needs, value, complexity, product portfolio and maturity.
• Establish how PHMG creates, demonstrates and increases client value through stronger engagement, product adoption, optimisation and specialist support.
• Use client, commercial, operational and product insight to identify opportunities, prioritise improvements and measure the impact of transformation activity.
• Develop and test new Partner Services propositions and commercial opportunities through structured pilots and evidence-led decision making.
• Lead cross-functional transformation across Client Services, Product, Creative, Technology, Data, Operations, Finance, Sales and Commercial teams, creating alignment and accountability without relying on direct authority.

Job description

PHMG is seeking a Head of Client Performance in Manchester to lead the evolution from Client Services to Partner Services. You will shape a cross-functional operating model, drive a practical transformation roadmap and ensure a connected client journey from onboarding to ongoing activation and support.

The role demands senior consulting experience, strategic thinking and the ability to influence diverse teams without direct authority.