Client Success Director

Client Success Director

Old Trafford Manchester Starting from 35000 base (62000 OTE) North American Hours (4 or 4.5 days per week available - 1 day work from home)

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 sector. Innovation 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 shared. We 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 impact. Joining PHMG means becoming part of a people-powered future-focused company that values creativity champions diversity and invests in professional growth. Sound good

The Role:

An exciting opportunity has arisen to play a crucial role in continuing our companys this role youll deliver a world-class sales service to our North American clients identifying opportunities to retain and grow existing business. By combining sharp product knowledge with persuasive communication youll drive client loyalty and directly impact retention targets. The role requires you to be comfortable when communicating with clients of all levels both over the telephone and via email so excellent communication skills are a must. Youll be confident when dealing with any situation that arises self-motivated and a highly skilled problem solver. Youre also an exceptional listener ever empathetic to our clients needs while respecting our needs too.

Responsibilities:

• Deliver a premium sales service to maximise retention and growth opportunities
• Develop expert knowledge of PHMG products to strengthen sales conversations and offer the customer a solution that is tailored to their needs
• Identify and resolve client concerns quickly and effectively through effective questioning
• Implement retention strategies to achieve and exceed targets.
• Orchestrating seamless coordination with internal departments and accruing profound product expertise to elevate the retention strategy.
• Managing a CRM database on a day-to-day basis

Skills Knowledge and Experience Required:

• Previous experience working in a B2B role
• Excellent customer service skills
• Ability to thrive in an environment targeted towards customer retention and satisfaction
• Effective personal organisation; self-starter with drive ambition and creativity
• The ability to negotiate coupled with excellent written and oral communication
• Excellent attention to detail and problem-solving capabilities
• Ability to work under pressure with a constant positive outlook when being faced with complex client issues

Benefits:

• Free Pure-Gym membership after 3-months served
• 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
• Life insurance and critical illness cover
• Free fruit & breakfast
• On-site barber and beautician
• Car valet service
• Dedicated Employee Assistance Programme
• Plus many more...

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