Client Success Director

Client Success Director - PHMG

About PHMG:
Established in 1998, PHMG is the world's leading audio branding agency, headquartered in Manchester. We partner with nearly 40,000 clients globally, including major brands like Coca-Cola, Samsung, and Audi, as well as SMEs. Innovation is at our core, and we've expanded beyond audio branding into broader client communication services. In 2025, PHMG became an employee-owned business, strengthening our independence and ensuring shared success. We are proud recipients of the King’s Award for Enterprise for innovation, growth, and performance excellence. With over 800 colleagues across six global offices, we blend artistry with commercial impact. Join PHMG to be part of a people-powered, future-focused company that values creativity, diversity, and professional growth.

The Role:
This is an exciting opportunity to play a crucial role in our continued success. You will deliver 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, you will drive client loyalty and directly impact retention targets. The role requires excellent communication skills for interacting with clients of all levels via telephone and email. You should be confident, self-motivated, and a highly skilled problem solver with exceptional listening and empathetic skills.

Responsibilities:

• Deliver a premium sales service to maximize retention and growth opportunities.
• Develop expert knowledge of PHMG products to strengthen sales conversations and tailor solutions to client needs.
• Identify and resolve client concerns quickly and effectively through effective questioning.
• Implement retention strategies to achieve and exceed targets.
• Orchestrate seamless coordination with internal departments and gain profound product expertise to elevate the retention strategy.
• Manage 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 focused on customer retention and satisfaction.
• Effective personal organization; self-starter with drive, ambition, and creativity.
• Negotiation skills coupled with excellent written and oral communication.
• Excellent attention to detail and problem-solving capabilities.
• Ability to work under pressure with a consistently positive outlook when faced with complex client issues.

Benefits:

• Free PureGym membership after 3 months' service.
• 23 days annual leave plus bank holidays, increasing with length of service.
• Additional half day off for your 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.

Location: Old Trafford, Manchester
Salary: Starting from £35,000 base (£62,000+ OTE)
Work Schedule: North American Hours (4 or 4.5 days per week available - 1 day work from home)