Journey Further
Client Director
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Client Director
About the Role
We're looking for a commercially driven Client Director with deep performance marketing expertise to lead strategic relationships with our UK-based clients across retail, beauty, fitness, and insurance.
You'll own the commercial health and growth trajectory of your portfolio, driving revenue expansion, protecting retention, and ensuring we deliver exceptional client value—positioning Journey Further as the most customer-centric agency in the market.
Reporting to our Senior Director of Client Experience, you'll join our Client Experience (CX) team with the autonomy to make an immediate impact in a rapidly scaling agency.
This role is ideal for someone who combines strategic vision with commercial discipline and is ready to shape both our client partnerships and our CX culture.
What You Will Do
- Build senior-level relationships with client decision-makers through strategic insight and commercial partnership, not just account management—ensuring long-lasting partnerships where our clients' success is synonymous with ours
- Accountability for shaping your portfolio’s relationships, leading a proactive strategy of engagement and education and setting the standard for engagement across your portfolio, driving client teams toward delivery success
- Lead the narrative, expected outcomes, and quality assurance (QA) for high-stakes meetings like Quarterly Business Reviews (QBRs)
- Implement and optimise "Client Lifecycle" touchpoints, including customer success stories (CSS) and presentation feedback, refining the agency’s approach
- Own the financial performance of your client portfolio, including:
- Identifying and converting growth opportunities
- Accurately forecasting revenue to inform agency planning
- Own the full contract renewal process, ensuring scopes are clearly defined, agreed upon, and delivered
- Proactively:
- Identify new growth opportunities
- Accurately forecast and deliver on them within your client portfolio
- Navigate and resolve common issues, including:
- Managing scope creep
- Aligning expectations
- Addressing performance concerns or dissatisfaction
- Mapping client lifecycle to stay a step ahead
- Build coordination with product specialists and marketing to leverage great work beyond clients, including:
- Creating client case studies
- Developing thought leadership
- Elevating agency standards across the portfolio
- Ensure close alignment with the internal operations team for consistent execution across systems like HubSpot
- Surface successful client case studies and provide strategic consultation during their creation for marketing purposes
- Execute and inform continuous improvement of Journey Further’s CX best practices and frameworks
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Requirements
Essential:
- Proven experience working at Client Director level within a performance marketing agency environment (performance marketing industry experience is critical)
- Experience leading relationships across diverse sectors such as retail, beauty, fitness, and insurance
- Track record of leading client relationships across the full activation mix:
- Paid Media
- Organic Social
- PR
- SEO
- Influencer
- Creative
- Demonstratable success in growing revenue with high-profile, complex clients
- Strong commercial instincts:
- Forecasting
- Pipeline management
- Financial discipline
- Experience in management and mentorship, supporting team development and refinement of CX standards across the agency
- A strategic thinker, capable of:
- Understanding and owning client challenges
- Aligning agency talent to deliver optimal outcomes
- A history of growing successful relationships with high-profile and complex client organisations
- A passion for building and nurturing a Client Experience (CX) team and a desire to manage and develop others
- High proficiency in financial management, budgeting, and commercial forecasting
- Experience working effectively with cross-functional teams residing overseas
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Diversity & Inclusion
Journey Further takes pride in fostering an environment where everyone can be themselves. Our commitment starts with inclusive recruitment—we aim for transparency and equal opportunities for applicants at every stage of the hiring process.
All decisions are based entirely on:
- Positive skills and behaviours shown (No discrimination applies on any personal characteristic)
We are a people-first agency and proudly celebrate individuality. If accommodations are needed during the application process or while employed, we strongly encourage you to share your needs.
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