Client Engagement Director

Role: Client Engagement Director (North American Market)
Location: Old Trafford, M16 0PQ
Hours: 1pm - 10pm Monday - Thursday, 1pm - 6pm Friday
Package: £55,000 basic (£90,000 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 PHMG’s 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 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 department’s strategic direction, establishing clear KPIs for Heads of Client Engagement and Client Services Managers to ensure alignment with PHMG’s 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 organisational objectives and PHMG’s 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 you’ll 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
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• 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

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