Client Engagement Director

Role: Client Engagement Director (North American Market)
Location: Old Trafford M16 0PQ
Hours: 1pm - 10pm Monday - Thursday 1pm - 6pm Friday
Package: 55000 basic (90000 OTE)

The Client Engagement Director at PHMG is a senior leadership role responsible for shaping and executing the strategic vision for the Client Engagement department. This role drives exceptional client experiences fosters long-term relationships and ensures alignment with PHMGs organisational objectives. The Director will maintain a holistic view of department performance identify trends and opportunities and lead the design of innovative service frameworks. By collaborating with senior leadership and guiding Heads of Engagement and Client Services Managers the Director will set the strategic direction to deliver measurable impact in a fast-paced KPI-driven environment.

As a proudly employee-owned business every colleague at PHMG has a genuine stake in our continued success. This marks an exciting new chapter for the company with a renewed focus on long-term growth innovation and shared achievement. Alongside this our Client Services department is undergoing an exciting period of transformation refining our strategy and elevating our standards through investment in leadership development and performance incentivisation.

As Client Engagement Director you will play a key role in shaping this next phase influencing how we deliver value to clients and helping define what exceptional client engagement looks like in an employee-owned future-focused organisation.

Key Responsibilities:

• Define and drive the departments strategic direction establishing clear KPIs for Heads of Client Engagement and Client Services Managers to ensure alignment with PHMGs 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 PHMGs 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 Manager 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 youll 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:

Established in 1998 PHMG has grown from a Manchester-founded creative business into the worlds leading audio branding agency. Today we partner with almost 40000 clients across more than 50 countries including global brands such as Coca-Cola Samsung Adidas and Audi alongside ambitious SMEs in virtually every fuels everything we do. From day one we set out to redefine audio branding by harmonising creativity technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication 2025 PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity performance and growth. It strengthens our independence sharpens our long-term focus and ensures success is are proud recipients of the Kings Award for Enterprise recognised for innovation growth and performance excellence. Today more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial PHMG means becoming part of a people-powered future-focused company that values creativity champions diversity and invests in professional good

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