Project and Delivery Coordination

• Translate client conversations into clear briefs, actions and deliverables.
• Coordinate activity across paid search, paid social, SEO, content, creative and other specialist disciplines.
• Ensure actions have clear owners and realistic deadlines.
• Maintain momentum across projects and proactively address anything that begins to drift.
• Ensure commitments made to clients are delivered.
• Protect specialist delivery time by keeping meetings focused and involving the right people.

Commercial Account Management

• Understand the commercial scope and agreed deliverables of every account.
• Monitor client requests against retained services and identify scope creep.
• Hold confident conversations when requirements fall outside the agreed scope.
• Identify opportunities where the agency can solve additional client challenges.
• Work with the CEO and specialist teams to develop appropriate proposals.
• Support contract renewals and extensions.
• Grow existing relationships where additional services will create genuine client value.

Over time, you will take measurable responsibility for both client retention and account growth.

Client Services Operations

As the agency’s first dedicated client services hire, you will help establish how the function operates as the business grows.

This will include:

• Creating a consistent client onboarding experience.
• Introducing straightforward account health reporting.
• Establishing account-planning and quarterly review processes.
• Improving how actions, decisions and client briefs are documented.
• Increasing visibility across scopes, priorities and workloads.
• Simplifying unnecessary meetings and processes.

The agency is not looking for bureaucracy. It needs someone who can introduce the right amount of structure to help a growing team perform brilliantly.

About You

You will probably have around four to seven years’ experience within a digital, performance or integrated marketing agency, although your achievements and level of responsibility matter more than the exact number of years.

You will ideally have experience of:

• Managing multiple retained client accounts.
• Building relationships with senior client stakeholders.
• Leading client meetings, strategic reviews and QBRs.
• Coordinating specialists across several digital marketing disciplines.
• Working closely with paid search and paid social teams.
• Interpreting digital marketing performance and reporting.
• Managing difficult client conversations.
• Addressing scope creep and handling commercial discussions.
• Supporting renewals, retention and account growth.
• Working within an independent or growing agency where people are expected to take ownership.

You do not need to personally build or optimise campaigns. However, you should be comfortable discussing metrics such as CPA, ROAS, conversion rates, attribution, creative performance, media budgets and landing-page performance—and explaining what those numbers mean commercially.

The Person We’re Looking For

You are:

• Commercially curious: You want to understand how a client’s business makes money, not just what is happening within its marketing account.
• Proactive: You communicate before clients need to ask and address problems before they escalate.
• Calm under pressure: When something goes wrong, you assess the situation and create a clear plan.
• Highly organised: You can manage multiple clients, deadlines and workstreams without introducing unnecessary process.
• Confident with clients: You are comfortable constructively challenging senior stakeholders when required.
• Collaborative: You respect specialist expertise and enable colleagues to produce their best work.
• Comfortable with ambiguity: You can operate effectively within a growing business where every process has not yet been established.
• Accountable: When you spot a problem, you take responsibility for getting it resolved.

What Success Looks Like

During your first six months, you will:

• Take ownership of most day-to-day client relationships.
• Become a trusted senior partner to clients.
• Establish clearly documented objectives, KPIs and priorities across major accounts.
• Introduce consistent account planning and strategic reviews.
• Ensure actions have clear owners and deadlines.
• Identify and manage scope creep effectively.
• Surface client risks before they become significant problems.
• Proactively identify appropriate account-growth opportunities.
• Reduce unnecessary demands on specialist delivery time.
• Enable the CEO to focus on onboarding, major strategic conversations and senior relationship development.

Why Join?

This is an opportunity to build—not simply inherit—a client services function. You will work directly with the CEO and a highly experienced team of digital specialists, with genuine influence over how the agency manages its clients, structures its accounts and scales its services.

For the right person, there is a clear opportunity to develop into Head of Client Services, building and leading the function as the agency continues to grow.

The agency is committed to creating an inclusive workplace and welcomes applications from people of all backgrounds, experiences and identities.