Reporting to: Managing Director
Location: Aberford Road, Wakefield, with hybrid working
Hours: 37.5 hours per week
Salary: £55,000 to £65,000 starting salary, with further potential based on growth.
About Frank
We are Frank Marketing. The property marketing experts.
We think, create, and do. It’s no more complicated than that.
We specialise in helping estate and letting agents, and suppliers to the sector, grow their market share and drive results through brilliant, straightforward marketing that actually works. We blend strategy, creativity, proptech, AI and data to deliver full-mix marketing for some of the UK’s most ambitious property brands.
No jargon. No fluff. Just brilliant marketing, clear thinking, and measurable results.
In 2025 we were named UK Marketing Agency of the Year for the property sector – so when you join Frank, you’re joining a nationally recognised, award-winning team that’s trusted by property brands across the country.
We are now at a pivotal stage of growth. Demand is strong. Our client base is growing. To scale properly and protect quality, we are strengthening our senior leadership team.
About the Role
We are looking for a Head of Customer Success to take senior ownership of client success, retention and delivery confidence across Frank’s retained client base.
This role exists to ensure every client receives consistent, confident delivery that turns agreed strategy into results, protects long term relationships and removes dependency on founder involvement in day-to-day delivery.
This is not an account management role. It is not a delivery role. It is not a technical or digital execution role.
It is a senior leadership role about ownership, clarity and outcomes.
What You’ll Be Doing
Client success and retention
* Own overall client satisfaction and retention across all retained clients
* Act as the senior escalation point for client concerns and risks
* Build trusted relationships with senior client stakeholders
* Ensure clients feel clarity, momentum and confidence at all times
Turning strategy into delivery
* Translate agreed strategies into clear delivery priorities
* Ensure activity aligns to objectives and commercial outcomes
* Challenge activity that does not support agreed goals
* Keep delivery focused, prioritised and effective as client numbers grow
Senior client leadership
* Lead monthly and quarterly client review meetings
* Clearly communicate performance, progress and next steps
* Manage expectation resets and difficult conversations when required
* Be the calm, confident senior voice clients trust
Delivery standards and consistency
* Define what great delivery looks like within a Frank retainer
* Ensure consistency across all clients today and at future scale
* Spot delivery risk early and resolve it decisively
* Create visibility and structure across the client base
Commercial ownership
* Understand client value and performance
* Protect margin through clear scope and expectation management
* Identify organic growth opportunities through strong performance
* Support commercial confidence across the client portfolio
What This Role Does Not Own
This role does not own technical or channel delivery.
Explicitly out of scope are:
* Digital platforms and systems
* Channel optimisation and execution
* Technical delivery
* Day to day campaign execution
Those areas remain with Digital leadership and specialist teams.
Our Ideal Team Member
This is a senior role and requires senior experience.
You are likely to bring:
* Significant experience in client leadership within a marketing or professional services environment, ideally within a marketing agency
* A strong background in managing retained client relationships at a senior level
* Proven ability to handle complex client conversations with confidence and empathy
* Commercial awareness and experience managing scope, value and retention
* Experience working closely with delivery teams without owning execution
* Confidence operating at leadership level with founders and directors
Agency experience is strongly preferred. Property sector experience is helpful but not essential.
The Type of Person We’re Looking For
You will be:
* Calm, structured and confident under pressure
* Clear and direct in your communication
* Commercially minded and outcomes focused
* Trusted by clients and respected by teams
* Comfortable owning responsibility and making decisions
* Motivated by building long term client success, not firefighting
You will care deeply about quality, reputation and doing things properly.
Why Work With Frank
* You will join an award winning, property specialist agency at a defining growth stage
* You will operate as a true senior leader, not a buffer or middle manager
* You will have genuine influence over how the business scales
* You will work with ambitious founders who value clarity and ownership
* You will help shape a business that values long term partnerships over short term wins
How to Apply
If this sounds like you, send your CV and a short cover note to peter@wearefrankmarketing.com or apply here on LinkedIn.
We can’t wait to meet you.
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