Today Digital
Head of Client Campaigns (Manchester)
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Role Overview
Today Digital is looking for an experienced and driven Head of Client Campaigns & Customer Success to lead the delivery of all client campaigns across the business.
This role is the lynchpin between Commercial, Content, Performance Marketing and Client Services, ensuring every campaign is delivered on time, on track, and delivering measurable value for our customers.
You will own campaign velocity, operational excellence, and customer experience, with Net Revenue Retention (NRR) and client retention as core measures of success.
This is a senior leadership role requiring someone who thrives in a fast-paced, high-growth environment, can manage complexity, and can lead teams under pressure while maintaining exceptional standards.
Key Responsibilities
Client Campaign Delivery & Operations
- Own the end-to-end delivery of all client campaigns, ensuring they are executed on time, on budget, and to a high standard.
- Be accountable for campaign velocity, tracking progress, identifying bottlenecks, and driving momentum across teams.
- Ensure campaign objectives, timelines, and success metrics are clearly defined and consistently delivered.
- Act as the final escalation point for delivery issues, resolving challenges quickly and calmly.
Client Success & Retention
- Own the client experience throughout the campaign lifecycle, ensuring clients feel supported, informed, and confident.
- Be accountable for client retention and Net Revenue Retention (NRR).
- Partner closely with Commercial to identify upsell, cross-sell, and renewal opportunities rooted in campaign performance and value delivered.
- Ensure feedback loops are in place to continuously improve CX and campaign outcomes.
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Team Leadership & Development
- Line manage and develop the Client Services Managers (CSMs), setting clear expectations, goals, and performance standards.
- Create a culture of ownership, accountability, and continuous improvement.
- Support the team in managing multiple campaigns and stakeholders without compromising quality.
- Identify skills gaps and contribute to hiring, onboarding, and training as the team scales.
Cross-Functional Collaboration
- Act as the central point of coordination between Commercial, Content, Performance Marketing, and Operations.
- Ensure smooth handovers from Sales into delivery, with clear briefs, success metrics, and client expectations.
- Drive alignment across teams to avoid silos and ensure clients receive a joined-up experience.
Campaign Systems & Measurement
- Own and continuously improve Monday.com as the single source of truth for:
- Campaign timelines
- Task ownership
- Dependencies
- Measurement and reporting
- Ensure accurate campaign tracking, reporting, and visibility for internal stakeholders.
- Use data and insight to inform decisions, identify risks early, and improve delivery performance.
What Success Looks Like
- Campaigns are consistently delivered on time and on track.
- Clear visibility of campaign progress across the business via Monday.com.
- Improved client retention and NRR.
- Strong collaboration between Commercial, Content, and Client Services.
- A confident, high-performing Client Services team that can scale.
- Clients clearly understand the value delivered and want to renew and expand.
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Essential Experience
- 5 - 10 years experience client services, customer success, or campaign delivery teams.
- Strong background managing multiple, concurrent B2B client campaigns.
- Experience operating in a fast-paced, growth environment.
- Demonstrable ownership of client retention, renewals, or NRR.
- Experience working closely with Sales, Content, and Marketing teams.
Core Skills
- Operational leadership – able to bring structure, clarity, and pace.
- Stakeholder management – confident working with senior internal and external stakeholders.
- Campaign & delivery management – understands timelines, dependencies, and risk.
- Systems thinking – comfortable owning and optimising tools like Monday.com.
- Data-driven decision making – uses metrics to guide action and prioritisation.
Personal Attributes
- Agile and resilient – thrives under pressure and adapts quickly.
- Calm in complexity – can handle multiple priorities without losing control.
- Highly accountable – takes ownership rather than passing problems on.
- Commercially minded – understands how delivery impacts revenue and retention.
- People-focused leader – firm on standards, supportive in approach.
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