Diffusion Digital
Client Engagement Manager
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About Us
Inspired by stories and driven by data, Navigator combines compelling storytelling with incisive content and digital marketing. Our team, deriving expertise from Matter Of Form and Perowne International, has a profound grasp of the luxury market, employing an integrated approach that spans editorial, content, SEO, paid media, organic social, and web.
About You
We are seeking a Client Engagement Manager who understands that client relationships are the cornerstone of our success. This is a role for someone who is passionate about building long-term partnerships with clients by delivering high-quality service. You’ll have experience managing multiple accounts, delivering to plan, building meaningful relationships and understanding the nuanced needs of luxury brands.
Behind the scenes you will seamlessly blend account management with project management whilst always coherently representing the client’s perspective and keeping them informed.
If you are a motivated and holistic thinker with a commitment to client service and a track record of delivering impactful results, this role is your opportunity to elevate your career while delivering our client engagements.
The role
As Client Engagement Manager you will be key to maintaining multiple client relationships through effective and high quality delivery. You always represent your client’s needs and perspectives and ensure they are understood internally, and aligned with Navigator’s creative and commercial capabilities.
Working closely with our design, content, and digital teams, you’ll ensure that concurrent engagements are meaningfully planned and deliver profitable and commercially successful campaigns that consistently exceed client expectations. You keep your clients involved, invested and informed throughout the lifecycle of the engagements.
You are a holistic thinker that considers the full engagement in hand, identifying and avoiding potential pitfalls. You are confident in communicating to a variety of audiences across all mediums and understand what the right level of information is. You are happy to support new business endeavours for both existing and new clients.
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Requirements
- Minimum of three years’ experience in account management, client facing project management or similar client facing roles, ideally within a branding, digital marketing, or creative agency focused on luxury or premium brands
- Proven ability to maintain and build strong client relationships that drive long-term success
- Strong commercial acumen with the ability to understand how client business goals relate to the identified actionable strategies that deliver tangible results
- Strong project management skills, with the ability to plan engagements and manage cross-functional teams, ensuring alignment to engagement outcomes and smooth, efficient collaboration
- Confident communication and presentation skills, with a variety of types of people
- Experience supporting pitches and contributing to proposals to secure new business in a competitive market
- Proficiency in project management tools, CRM software, and financial reporting
- A passion for the luxury sector and an understanding of the unique challenges and opportunities when working with high-end brands
- Ability to travel as needed to meet clients and support business growth
Key Responsibilities
Client & Relationship Management
- Serve as the day-to-day point of contact for key clients, maintaining and building upon trust based relationships that ensure long-term engagement and satisfaction
- Actively listen to clients, understanding their business challenges and translating these into opportunities
- Provide forward-thinking advice to help clients stay ahead in the luxury market, aligning with their business goals
- Work collaboratively with internal teams to deliver seamless, results-oriented solutions that resonate with the client’s brand and audience
- Act as a client advocate within Navigator, ensuring their needs are always at the forefront of our work and that we consistently deliver to the highest standard
Client Growth & Business Development Support
- Build strong relationships with key members of the client organisations, positioning Navigator as their go-to partner for all creative and digital needs
- Deliver strategic account plans to ensure growth, retention, and long-term client satisfaction, identifying expansion opportunities
- Support the new business pipeline, identifying and developing opportunities for both existing and potential clients
- Contribute to the development and presentation of selected pitches and proposals
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Project Leadership & Strategic Delivery
- Lead the delivery of high-quality projects across branding, digital marketing, and creative content, ensuring they align with client expectations, commercial objectives and strategic direction
- Provide effective project management of multidisciplinary teams and aligning internal capabilities to ensure effective collaboration
- Proactively manage project challenges and maintain clear communication with clients to keep them informed and engaged
- Monitor project performance to ensure timely delivery and exceptional quality
Financial & Performance Management
- Manage client budgets, ensuring projects are delivered on time and within scope while maximising value for both the client and Navigator
- Analyse performance metrics, client feedback, and project outcomes to identify where improvements could be made to deliver even greater results for clients
- Provide accurate forecasting and financial reporting, ensuring account profitability
Thought Leadership & Industry Engagement
- Stay on top of industry trends, particularly within the luxury and digital marketing sectors, providing clients with fresh perspectives and innovative approaches
- Contribute to thought leadership content, case studies, and insights that showcase Navigator’s expertise to both clients and the wider industry
What we offer
- A role with the opportunity to build the future of Navigator’s client relationships and business growth
- A dynamic and collaborative work environment, with close interaction with all teams
- Hybrid working model, with a minimum of three days a week in our central London office
- Competitive salary based on experience
- The opportunity to work with some of the world’s leading luxury brands and deliver impactful, results-driven work
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