Client Retentions Director

The world’s leading audio branding agency, PHMG creates technology-fuelled, creative branding solutions to help businesses across the globe make the most of every audio touchpoint. Our global client base reaches across 54 countries – and we’re investing in ensuring that each of our 36,000 clients has an unrivalled customer experience.

An exciting opportunity has arisen for a Client Success Director to play a crucial role in continuing our company’s success, acting as an advocate for our product in all communications. We’re looking for an individual with a background in either sales or account management who enjoys engaging with clients day-to-day to gather feedback and improve our service through updates and changes.

The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email – so excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self-motivated and a highly skilled problem solver. You’re also an exceptional listener, ever empathetic to our clients’ needs while respecting our needs, too.

Location: Old Trafford, Manchester 

Salary: £35,000 base and £55,000 OTE

Hours: Monday – Thursday (1pm – 10pm), Friday (1pm – 6pm) – 4.5 days per week

Responsibilities

• Oversee the initiation phase of our North American clients, emphasizing premium sales service to retain and cultivate our existing business relationships, meeting stringent client retention objectives.
• Managing a comprehensive customer support database
• Orchestrating seamless coordination with internal departments, and accruing profound product expertise to elevate the retention strategy.
• Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
• Managing a CRM database on a day-to-day basis
• Correctly identifying customer issues through effective questioning

Your role is paramount in establishing the trajectory of the client's journey with us. With exceptional interpersonal skills, you'll instil a sense of value and anticipation in our clients, fostering a dynamic that feels less transactional and more partnership-oriented right from the start.

A meticulous approach to organisation and strategic foresight are imperative. As you navigate the complexities of the onboarding phase, your aptitude for capturing and addressing the finer details ensures our clients feel prioritised and understood. Simultaneously, your strategic outlook guarantees alignment with the client's goals and our overarching company vision. Your unwavering commitment to excellence not only sets the foundation for our new clients' success but also reflects our dedication to their satisfaction.

Skills, Knowledge and Experience Required

• Previous experience working in a B2B role
• Excellent customer service skills
• Ability to thrive in an environment targeted towards customer retention and satisfaction
• Effective personal organisation; self-starter with drive, ambition and creativity
• The ability to negotiate, coupled with excellent written and oral communication
• Excellent attention to detail and problem-solving capabilities
• Ability to work under pressure with a constant positive outlook when being faced with complex client issues

Benefits

• Free PureGym membership after 3-months served
• Cycle to work scheme
• 23 days annual leave plus bank holidays, increasing with length of service
• Additional half day off for birthday
• Enhanced maternity, paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Smart pension scheme
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Free fruit & breakfast
• Company sports teams
• On-site barber and beautician
• Car valet service
• Career development directly linked to your performance
• Fundraising initiatives for our registered charity – the PHMG Foundation
• Dedicated Employee Assistance Programme

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