This is an opportunity to lead the evolution of client experience, growth, and long-term partnership strategy inside one of the UK’s most forward-thinking performance agencies. You’ll sit at the heart of our client-facing operations, owning relationships with senior stakeholders, leading our client team, and ensuring we deliver meaningful value that protects and grows our retained revenue.
We’re looking for someone with gravitas, empathy, and commercial strength — someone who can represent the agency with confidence, build trusted partnerships at CMO, MD, and C-suite level, and coach our internal team to deliver on that promise consistently.
You’ll work closely with our Delivery, Ops, and Strategy leaders — but you’ll be the one defining how we partner, how we retain, and how we grow. You’ll also be a key cultural leader, someone who actively brings our vision to life by pushing boundaries in how we think, work, and grow.
* Location: Hybrid — we have offices in Lichfield and Manchester. You can work from either, but most company and team meetings are in Lichfield.
* Hours: Full-time (part-time option available, minimum four days per week)
* Salary: £65,000–£80,000 base salary depending on experience and alignment with role requirements
* Bonus: Up to 15% annual performance bonus
* OTE: Up to £92,000 total package
* Equity: EMI share options offered after successful 6-month probation
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🌟 The Role
This is a full-time leadership role reporting directly to the CEO. You’ll lead our client partnership strategy — building deep relationships with senior client stakeholders (CMOs, MDs, C-suite) and ensuring client experience, retention, and strategic value delivery are consistently world-class.
You’ll also lead our Account Directors and Client Managers — providing leadership of Account Directors and Client Managers and owning the team structure, hiring, standards, and internal client leadership culture.
You’ll run a structured cadence of strategic check-ins with senior client stakeholders — every 3–4 months — ensuring they feel supported, challenged, and engaged in a way that creates long-term loyalty, risk mitigation, and value expansion.
You’ll also be accountable for commercial hygiene — managing aged debt risk, PO alignment, and scope boundaries in partnership with Finance and Ops. Most importantly, you’ll drive a culture of growth, retention, and client pride across the entire agency.
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🔑 Key Responsibilities
🧭 Strategic Client Partnerships
* Own senior client relationships, particularly CMOs, MDs, and C-suite
* Lead a regular 3–4 month cadence of strategic, non-operational check-ins with senior stakeholders
* Use curiosity, commercial insight, and market intelligence to build trust and surface risk
* Validate CTM’s perceived value and positioning in every retained relationship
* Create space for challenge, strategy, and honest dialogue that supports long-term partnership
🤝 Client Team Leadership
* Leadership of Account Directors and Client Managers
* Own the structure, hiring, and development of our client-facing team
* Define clear roles, responsibilities, and scorecards for success
* Champion the quality of client-facing hires by working closely with our Head of People
* Lead internal reviews on client health, risk, team performance, and relationship structure
* Build a high-trust, high-accountability culture across the client function
💬 Client Experience & Retention
* Champion and protect high standards of client experience across all accounts
* Act as the escalation point for major client relationship concerns
* Own the structure and rollout of Key Account & Engagement Plans for every retained client
* Ensure every client and client team has aligned, trackable client OKRs
* Drive proactive communication, expectation management, and satisfaction reviews
📈 Strategic Growth & Client Expansion
* Identify opportunities to expand CTM’s remit and unseat competing agencies within existing accounts
* Position CTM’s full range of capabilities and innovations to senior stakeholders
* Partner with the CEO, Account Directors, and New Business team on cross-sell and upsell initiatives
* Contribute to revenue growth through insight, relationship depth, and opportunity activation
* Hold quarterly growth and retention targets across the retained base
💼 Commercial Stewardship
* Monitor and address aged debt, billing issues, and PO compliance with Finance
* Protect delivery margin through proactive scoping and expectation alignment, working in partnership with our the SLT
* Ensure client contracts, SOWs, and service levels are managed cleanly
* Promote financial discipline and commercial awareness across the client team
🤐 Client Planning & Internal Enablement
* Embed Key Account Planning and client OKRs into our ways of working
* Ensure every team member understands and aligns to the agency’s growth and retention priorities
* Represent the voice of the client across the SLT, Client Delivery teams, and planning sessions
* Help translate client insight into proposition, process, and service improvements
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🌟 Strategic Leadership Responsibilities
1. Client Success & Satisfaction
Ensure exceptional experiences that deepen trust, reduce churn, and support long-term strategic value.
You’ll lead: - Client NPS & CSAT
- Client retention rate
- Avg. client tenure
- % of key clients with stakeholder check-in cadence
- % of accounts with live engagement plans & OKRs
- Volume and resolution speed of client issues
2. Client Growth & Commercial Enablement
Help identify and enable client growth through senior engagement, insight, and internal alignment.
You’ll influence: - Weighted revenue pipeline from retained accounts
- Signed projects and retainers from existing clients
- Revenue from new services or propositions
- Agency-wide visibility of cross-sell and unseating opportunities
- % of total client revenue protected or expanded per quarter
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📊 Performance Indicators (KPIs)
Success Metric
Target
Client NPS
8.5+
CSAT Score
85%+
Client Attrition
<10% annually
Average Months Retained
24+ months
Strategic Account Retention
90%+
Senior Stakeholder Check-Ins
80%+ of key clients, quarterly
Aged Debt Risk
<3-day resolution SLA
% of Accounts with OKRs & Engagement Plans
100%
% of Client-Facing Roles with Scorecards
100%
Revenue from Existing Clients
Target set quarterly with CEO
% of Accounts with Up-to-Date Account Plans
90%
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🙌 What We’re Looking For
* Extensive experience in senior client leadership, partnerships, or strategy roles
* Extensive experience working with CMOs, MDs, and Board-level clients
* Strong understanding of digital agency, performance, or marketing landscapes
* Proven ability to hire, coach, and scale high-performing client teams
* Commercial acumen — understands pricing, contracts, margin, and risk
* A calm, credible communicator with gravitas and emotional intelligence
* A challenger mindset — confident raising tough issues with clients and teams
* Deeply committed to delivering brilliant client experiences and long-term value
* Collaborative, values-led, and excited to work in an ambitious, scaling agency
* Motivated to lead in alignment with our company vision and inspire others to do the same
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🚀 What You’ll Get
* A senior leadership role reporting to the CEO
* Strategic input into how CTM retains, grows, and evolves client relationships
* Ownership of client team structure, experience, and commercial hygiene
* Autonomy to lead change and shape the future of client partnerships
* A collaborative leadership team focused on growth, impact, and integrity
* Hybrid working with flexibility and full trust
* Up to 15% annual performance bonus
* EMI share options offered after successful 6-month probation
* Long-term opportunity to shape and influence agency culture, client direction, and leadership mindset
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🌟 About Us
ClickThrough is a digital performance agency helping ambitious brands grow smarter and faster.
We combine strategic thinking with hands-on delivery across SEO, paid media, UX, content, CRO, and AI to unlock sustainable growth.
Our vision:
To unleash the potential of people and brands by pushing boundaries in how we think, work, and grow.
Our positioning:
A strategic partner in digital performance, combining elite talent with AI-powered solutions to deliver personalisation at scale.
We’re a team of around 40 people, commercially sharp, values-led, and focused on delivering exceptional results. We partner with ambitious marketing leaders to deliver digital performance that’s strategic, joined-up, and measurable, and we’re proud of the long-term relationships we’ve built.
We don’t just deliver digital. We build trust, challenge thinking, and bring clarity — helping brands unlock their next phase of growth.