Head of Client Performance

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

Benefits offered by this job

Free gym membership

Cycle to work

23 days leave

Birthday half-day

Enhanced parental leave

Volunteer days

Smart pension

Life insurance

Company events

Job summary

PHMG is seeking a Head of Client Performance in Manchester to lead the evolution of our client model and deliver a Partner Services proposition that drives client value and product adoption.

You will translate the vision into an operating model, lead cross-functional change and shape a connected client journey across onboarding, activation and ongoing service. This transformation leadership role requires senior-level consultancy experience.

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.

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.

Skills

Management consulting

Transformation programmes

Strategy development

Cross-functional leadership

Stakeholder management

Job description

Role: Head of Client Performance

Location: Old Trafford, Manchester, M16 0PQ

Hours: 8.45am - 5.15pm (Monday to Friday)

Package: Up to £90,000 OTE

As Head of Client Performance, your role is to lead the evolution of PHMG's client model, creating a Partner Services proposition that delivers greater client value, deeper product adoption and stronger long-term relationships.

This is a transformation leadership role. You will help define the vision for Partner Services, translate it into a practical operating model and lead the cross-functional change required to deliver it.

A separate transformation focus exists around client activation and onboarding, but the client experience must operate as one connected journey. You will therefore work closely with the Head of Client Performance (Activation), with both roles expected to lean into each other's areas where the client outcome requires it.

The role requires the mindset and experience of a senior management consultant: able to move between strategy and execution, structure complex problems, facilitate senior stakeholders, challenge constructively and create momentum across organisational boundaries.

Key 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

Key Requirements:

• 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, with the ability to bring structure to ambiguity and operate effectively between senior-level strategy and operational detail

What you'll get in return:

• Free PureGym membership after 3-months served


• Cycle to work scheme


• 23 days annual leave plus bank holidays, increasing with length of service


• Additional half day off for birthday


• Enhanced maternity, paternity and adoption leave


• Two volunteer days per year for a charity of your choice


• Smart pension scheme


• Life insurance and critical illness cover


• All expenses paid company events in sought after venues


• Free fruit & breakfast


• Company sports teams


• On-site barber and beautician


• Car valet service


• Career development directly linked to your performance


• Fundraising initiatives for our registered charity - the PHMG Foundation


• Dedicated Employee Assistance Programme

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world's leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are pro