Hours: 4pm - 1am (4 days a week Tuesday - Friday)
As a Client Success Manager within the New Client Activation team, you’ll play a key role in delivering a high-quality client experience while supporting the performance and development of your team. Reporting into the Head of Client Activation, you’ll lead by example on the floor, driving standards, supporting day-to-day operations, and coaching individuals to achieve and exceed their performance objectives.
You’ll be a visible, trusted leader who brings clarity, energy, and accountability, helping to create a positive, high-performing environment where people feel supported to grow and succeed.
Responsibilities
* Leading from the front with a hands-on, role-model approach, supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
* Setting clear expectations, reinforcing KPIs and quality standards, and monitoring individual and team performance to address issues early and constructively
* Coaching and developing team members through regular feedback, call listening, performance conversations, and support with PDRs and development plans
* Ensuring a high-quality client experience by maintaining standards across welcome calls, record-keeping, objection handling, and the effective management of complaints and escalations
* Collaborating with peers and stakeholders to share insight, contribute improvement ideas, and support a culture of accountability, teamwork, and continuous improvement
Experience Required
* Experience in a client services or customer success environment within a fast-paced, target-driven setting
* Proven experience coaching, mentoring, or supporting peers to improve performance and quality
* Strong understanding of KPIs, quality standards, and delivering a consistently high client experience
* Hands-on experience providing feedback through call listening, side-by-side coaching, and performance conversations
* Confidence leading by example, positively influencing behaviours, standards, and team culture on the floor
Role: Client Success Manager
Location: Old Trafford, M16 OPQ
Hours: 4pm - 1am (4 days a week Tuesday - Friday)
Package: £45,000 base (£70,000 OTE)
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 PHMG Foundation
* Dedicated Employee Assistance Programme
#J-18808-Ljbffr