Head of Client Delivery

Social Hotspot; Manchester; Hybrid; GBP 39,000 - 58,000; Full time

Benefits offered by this job

Monthly bonuses

Job summary

Social Hotspot in Manchester is seeking a hands-on Head of Delivery to lead our 9-person client delivery team. You’ll own churn, client satisfaction, and upsell bonuses while reporting to the co-founder. You’ll be in the calls, the boards and the WhatsApp groups daily to drive performance.

You’ll audit, coach, hire, onboard and, when needed, exit team members; own SOPs and monthly grading and bonuses; keep a sharp focus on retention and growth through upsells and referrals.

Qualifications

• 2+ years managing a team of 5+ in a client-facing role.
• Experience owning a retention, churn or satisfaction KPI.
• Confident running 1:1s, feedback and performance reviews.
• Able to build SOPs and hold others to them.
• Comfortable with monday.com or similar tools, and fluent English.

Responsibilities

• Daily audits of every CSM and SDR board, catching problems early
• Hot seats three times a week with all six setters
• Reviewing CSM calls, and every exit call within 48 hours
• Owning the at-risk client list and chairing the weekly red flag meeting
• Hiring, onboarding and, when needed, exiting team members
• Owning team SOPs and running monthly grading and bonuses

Skills

People management

KPI ownership

Communication

Fluent English

Tools

monday.com

Job description

Lead our 9-person delivery team and own churn and client satisfaction, with uncapped upsell bonuses on top of your base.

• Manchester office
• Full-time

About the role

You’ll run our whole client delivery team, three Client Success Managers and six Appointment Setters, reporting directly to our co-founder. Two numbers matter most: total churn and average client satisfaction.

That means being in the calls, the boards and the WhatsApp groups every day, not reading a report at month end.

What you'll do

• Daily audits of every CSM and SDR board, catching problems early
• Hot seats three times a week with all six setters
• Reviewing CSM calls, and every exit call within 48 hours
• Owning the at-risk client list and chairing the weekly red flag meeting
• Hiring, onboarding and, when needed, exiting team members
• Owning team SOPs and running monthly grading and bonuses

Pay

Base salary to come base, plus monthly bonuses:

• £250/month when churn hits an A grade (under 3%)
• £250/month when client satisfaction hits an A grade (8.1+)
• £100/month when every client in their first 90 days is on pace to 45+ appointments
• 2% override on upsells generated across your team

No bonus is paid in a month where your own grade falls below a B.

Key targets

Target

A grade

Total churn A Under 3%

Average client satisfaction A 8.1+/10

Appointments per setter, per day A 10+

Upsells generated A £10,000+/month

Referrals and 5-star reviews A 9+ each/month

What we're looking for

• 2+ years managing a team of 5+ in a client-facing, sales or account management role
• Experience owning a retention, churn or satisfaction KPI
• Confident running 1:1s, feedback and performance reviews
• Able to build SOPs and hold others to them
• Comfortable with monday.com or similar tools, and fluent English

Nice to have: agency background, managing both CS and telesales teams, running a bonus scheme.

This is for you if

• You’ve managed people, not just processes
• You’d rather find the problem on Monday than hear about it on Friday
• You own the team’s numbers like your own business

Not for

• Anyone who avoids hard conversations
• Anyone who manages from a monthly report
• Anyone looking for their first management role