Wallwide Media
Client Account Manager
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Company Description
Wallwide Media Ltd is a specialist digital marketing agency based in the UK, working exclusively with adult social care providers — care homes and home care agencies. Our sole focus is helping care providers become visible, trusted, and easy to choose — both in traditional Google search and in the AI-powered discovery tools that families increasingly use when researching care for a loved one.
Unlike generalist agencies, we understand the regulatory environment, the language families use when searching, and what it takes to build trust in a sector where the stakes are personal. Wallwide Media supports providers in communicating their values and services clearly online. Our services are built around the care provider's specific goals: more enquiries, better-quality staff, stronger online reputation, and a digital presence that reflects the quality of care they deliver. We are a growing team with big ambitions. Every person who joins Wallwide Media becomes part of building something genuinely useful — a business that helps good care providers reach the families who need them.
Role Description
The Client Account Manager is the most important relationship role in the agency. The role involves managing a portfolio of care provider clients, serving as their primary point of contact, and ensuring that digital marketing campaigns align with their business objectives. You are the person every client hears from most often, trusts most readily, and turns to first when something concerns them. In a sector as sensitive as adult social care, where trust is the currency of every relationship, the quality of client management is what separates an agency that retains clients from one that churns through them.
You own the 60-day guarantee delivery experience for every client you manage. That means you are not just the person who sends reports and takes calls — you are the operational heartbeat of the client relationship, making sure assets are collected on time, specialists are briefed correctly, results are tracked against agreed targets, and any risk to the guarantee is flagged and resolved before it becomes a client complaint.
You are also the agency's single most important source of intelligence about client health, client satisfaction, and upsell opportunity. You see clients more than anyone else does. That makes you uniquely positioned to identify when a Foundations client is ready to move to Visibility, or when a Growth client is struggling with something the agency has not yet noticed.
The role also includes resolving issues promptly, gathering feedback, and nurturing long-term client relationships based on trust, transparency, and measurable outcomes.
About You
You are a natural relationship-builder who understands that in the care sector, the people you are talking to are not marketing professionals — they are registered managers, operations directors, and care business owners who are running demanding, regulated services and need a marketing partner they can trust completely without needing to understand every technical detail.
You are proactive, not reactive. You do not wait for clients to raise issues — you review accounts regularly, spot potential problems early, and address them before they surface. You understand that a client who feels looked after rarely leaves, and a client who feels ignored rarely stays, regardless of their results.
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You are organised to a high standard. You are managing multiple client relationships in parallel — each with different packages, different timelines, different KPIs, and different personalities. You never let anything slip through the cracks, and you communicate with clients at exactly the right frequency: often enough to reassure them, concise enough to respect their time.
You will bring:
- At least 3 years in a client-facing account management, customer success, or agency relationship role — where you have been personally responsible for client retention and satisfaction
- Strong organisational skills to manage many client relationships in parallel
- The emotional intelligence to adapt your communication style to different clients — from a nervous sole-trader care home owner to a professional operations director managing a group of settings
- Proficiency in building and presenting monthly performance reports that translate SEO rankings, Google Business Profile data, and ad performance into clear, meaningful summaries that care sector clients can understand and value
- Experience managing a Google Business Profile or equivalent local business presence — including post creation, review management, and profile optimisation
- Comfort with CRM systems, task management tools, and reporting dashboards — specifically HubSpot, ClickUp or Asana, and Looker Studio
- A proactive instinct for escalation — you know the difference between a problem that can wait until the next scheduled call and one that needs a same-day message or phone call
- The ability to hold a difficult conversation with a client — professionally, honestly, and with empathy — when results are not where they need to be
Key Responsibilities
- Manage the full client relationship for every client in your portfolio — from contract signature through onboarding, go-live, monthly delivery, and renewal or upgrade discussions
- Lead kickoff calls for every new client, setting expectations clearly against the agreed 60-day guarantee targets, package scope, and communication cadence
- Coordinate asset collection during onboarding — logos, photography, GBP access, website access, social media access, care registration details, and any other materials required by the delivery team
- Own Google Business Profile management for all clients: profile completion, weekly posts, review request coordination, and response drafting for all new Google reviews
- Coordinate reputation management across all platforms — monitoring review sites relevant to the care sector (Google, CQC ratings, carehome.co.uk) and ensuring the agency's response strategy is applied consistently
- Prepare and deliver monthly performance reports for every client — compiling input from the SEO Specialist, Social Media Manager, Paid Media Specialist, and Recruitment Marketing Specialist as appropriate to the client's package
- Run monthly client check-in calls, presenting results clearly, addressing questions, and identifying any service adjustments or upsell opportunities
- Maintain accurate records of every client interaction, decision, and deliverable in HubSpot and ClickUp, so that any team member can pick up a client account without a briefing
- Monitor each client's progress against their 60-day guarantee KPI targets on a weekly basis, flagging any risk to the Operations Manager (or Director) with at least 10 days' notice before the guarantee review date
- Identify and present upgrade or upsell opportunities to the Director — including package tier upgrades and individual service add-ons that would genuinely benefit the client
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Required Skills & Experience
- Client relationship management — building and maintaining trust with multiple clients simultaneously, across varying personality types and levels of marketing sophistication
- Google Business Profile — full proficiency in setup, optimisation, ongoing management, and performance tracking
- Performance reporting — ability to compile data from multiple sources (GA4, Search Console, HubSpot, ad platforms, GBP) and present it in a narrative that is meaningful to a non-marketer
- CRM and project management tools — HubSpot for client records and communication logging, ClickUp or Asana for task and deliverable tracking
- Reputation management — understanding of review platforms relevant to the care sector, including Google, CQC listings, and care-specific review sites
- Written and verbal communication — clear, professional, warm, and appropriately formal when the situation calls for it
- Escalation judgement — knowing when to handle something independently, when to involve the Director, and when to pull in a specialist
- Experience in or familiarity with adult social care, healthcare, or regulated service sectors is an advantage.
- Clear, professional written and verbal communication skills suitable for both care providers and internal teams.
- Demonstrable experience in an account management, customer success, or client-facing agency role — a portfolio of retained clients you have personally managed is more important than formal qualifications
Qualifications
- A relevant marketing, business, or communications degree is desirable but not required where strong, evidenced experience is presented
- Client relationship and account management skills, including stakeholder communication and expectation setting.
- Experience with digital marketing, online reputation management, and performance reporting.
- Organizational and project coordination skills, with the ability to manage multiple client accounts and deadlines.
- Strong analytical and problem-solving skills to interpret campaign data and recommend improvements.
- Comfort working independently in a remote environment, with reliable self-management and time management abilities.
What We Can Offer You
- A career-defining opportunity to be the relationship foundation of a specialist agency at a genuinely early stage — your standards will become the agency's standards
- A clear path to Senior Account Manager or Head of Client Success as the client base grows past 20 clients, including potential line management of a second Account Manager
- Exposure to every service Wallwide Media offers — you will understand digital marketing more broadly and deeply than most agency account managers, because you are coordinating across all twelve services
- A salary band of £28,000–£34,000 depending on experience, reviewed annually
- Fully remote working, with flexibility built around client communication needs
- A genuinely supportive team environment where client success is everyone's responsibility, not just yours
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