Overview
Client Engagement Director (EAFE) - 12-Month Fixed-Term Contract at PLEASE HOLD (UK) LIMITED. Role: Client Engagement Director (EAFE) - 12-month fixed-term contract. Location: Old Trafford, M16 0PQ. Hours: 8.45am - 5.15pm (Monday - Friday), with flexibility to cover EAFE markets. Package: £55,000 basic (£85,000 OTE).
Key Responsibilities
* Define and drive the department's strategic direction, establishing clear KPIs for Heads of Client Engagement and Client Services Managers to ensure alignment with PHMG's goals
* Maintain a comprehensive view of department-wide performance and engagement metrics, ensuring consistent delivery of exceptional client experiences
* Identify overarching trends, risks, and opportunities across all service areas, leveraging data to inform strategic decisions and optimise outcomes
* Partner with senior leadership, including Sales, Marketing, and Product teams, to align client engagement strategies with organizational objectives and PHMG's brand promise
* Lead the design, implementation, and continuous evolution of service frameworks and customer experience initiatives to enhance client satisfaction and retention
* Oversee and inspire Heads of Client Engagement and Client Services Managers, fostering a culture of collaboration, innovation, and high performance
* Regularly assess department performance against KPIs, providing actionable insights and strategies to maintain high standards of client engagement
Key Requirements
* Proven success in setting strategic direction and leading high-performing teams in client engagement, account management, or customer success, ideally within a media, creative, or service-driven industry
* Exceptional analytical skills with experience leveraging performance metrics and data to identify trends, mitigate risks, and drive decision-making
* Ability to recognise cross-team and department-wide trends, translating insights into actionable strategies that enhance service delivery
* Thrives in a dynamic, high-pressure environment, managing multiple priorities while meeting tight deadlines and ambitious KPI-driven targets
* Experience designing and evolving customer experience frameworks and service processes to deliver measurable improvements in client satisfaction
* Proficient in CRM systems, data analytics tools, and Microsoft Office Suite to support strategic planning and performance reporting
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
At PHMG, our drive to innovate fuels everything we do — our culture, our work, and our mission. This commitment to doing things differently began in 1998 in the UK. We serve over 37,000 clients across 50+ countries, helping businesses elevate their brand and customer experience through sound. Our client list includes Coca-Cola, Samsung, Adidas, Audi, and many SMEs across sectors. PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Joining PHMG means joining a company that values creativity, diversity, and professional growth.
Seniority level
* Director
Employment type
* Contract
Job function
* Business Development and Sales
* Industries: Strategic Management Services
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