Client Experience, Adoption & Value Evidence

• Define the client experience for Technical products across onboarding, configuration, in-life usage, renewal, and offboarding.
• Clarify how clients access, configure, and understand product value through the portal, including call flows, AI Receptionist behaviour, CCE setup, and usage analytics.
• Ensure CS has the standards, data, and language needed to evidence value, drive adoption, and manage client expectations confidently.
• Identify where clients slow, stall, or disengage, and build product or service-model interventions that protect retention.

Commercial Performance & Partner Discipline

• Own the commercial logic of the Technical portfolio, including pricing, CAC, cost-to-serve, gross margin, revenue performance, and investment cases.
• Operationalise the GoTo resell model with clear pricing, service, process, and margin controls while protecting the partner relationship.
• Use data to assess where Technical products create incremental value, where they cannibalise existing activity, and where the model needs to change.
• Make active trade-offs between speed, quality, margin, client experience, and platform investment.

Operational Delivery & Launch Readiness

• Work with Technical Production and Tech to define standards, SLAs, runbooks, and support models for each product and release.
• Ensure new capabilities do not go live until operational readiness, client communications, CS briefings, and support routes are clear.
• Create tight governance for launch decisions, technical dependencies, client escalations, recurring provisioning issues, and partner constraints.
• Keep accountability clear between Product, Tech, and Product Operations so issues are solved at the right level rather than absorbed by CS.

Insight, Reporting & Continuous Improvement

• Maintain a reliable view of product performance across adoption, usage, NPS, retention, revenue, margin, service issues, and operational friction.
• Build structured feedback loops with CS, Client Insights, Sales, Tech, and Technical Production to identify product problems worth solving.
• Turn recurring client or operational issues into permanent product, process, reporting, or service-model improvements.
• Use performance data to make early decisions before product issues become retention, margin, or client-experience risks.

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas, and Audi, alongside ambitious SMEs in virtually every sector.

Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology, and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services.

In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance, and growth. It strengthens our independence, sharpens our long-term focus, and ensures success is shared.

We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth, and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact.

Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity, and invests in professional growth.

Sound good?

INDUKSO