Client Partnerships Director
Client Partnerships Director
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Job Description
This is an opportunity to lead the evolution of client experience growth and long-term partnership strategy inside one of the UKs most forward-thinking performance agencies. Youll 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.
Were 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.
Youll work closely with our Delivery Ops and Strategy leaders but youll be the one defining how we partner how we retain and how we grow. Youll 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: base salary depending on experience and alignment with role requirements
- Bonus: Up to 15% annual performance bonus
- OTE: Up to 92000 total package
- Equity: EMI share options offered after successful 6-month probation
The Role
This is a full-time leadership role reporting directly to the CEO. Youll 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.
Youll 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.
Youll run a structured cadence of strategic check-ins with senior client stakeholders every 34 months ensuring they feel supported challenged and engaged in a way that creates long-term loyalty risk mitigation and value expansion.
Youll also be accountable for commercial hygiene managing aged debt risk PO alignment and scope boundaries in partnership with Finance and Ops. Most importantly youll drive a culture of growth retention and client pride across the entire agency.
Key Responsibilities
Strategic Client Partnerships
- Own senior client relationships particularly CMOs MDs and C-suite
- Lead a regular 34 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 CTMs 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 CTMs remit and unseat competing agencies within existing accounts
- Position CTMs 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 agencys 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
Strategic Leadership Responsibilities
1. Client Success & Satisfaction
Ensure exceptional experiences that deepen trust reduce churn and support long-term strategic value.
Youll 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.
Youll 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
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%
What Were 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
What Youll 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
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.
Were 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 thats strategic joined-up and measurable and were proud of the long-term relationships weve built.
We dont just deliver digital. We build trust challenge thinking and bring clarity helping brands unlock their next phase of growth.
The Company
We create digital strategies that accelerate growth in conversions and performance. Through a 360 approach to marketing we immerse ourselves in your business before recommending the right strategy.
Our proven experience combined with our hunger for knowledge passion for challenge and dedication to data-led marketing drive us to deliver award-winning service and results.
The Benefits
Documents
Required Experience:
Director
Employment Type
Full-Time
