Client Services Training Manager

Full-time, £50,000 OTE

Manchester, UK

Client Care

We are PHMG – a proud Sunday Times Best Company to Work For.

Our staff are committed to continuously improving. They’re not afraid of hard work. And they have passion coursing through their veins.

If this sounds like you, keep reading.

lady drinking coffee at table in meeting

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.

As the Client Services Training Manager, you will play a pivotal role in shaping the future of our Client Services department. You will oversee the comprehensive training and development of our Customer Success teams, who are responsible for managing the intricate processes of high-volume B2B client onboarding, revenue growth within account base and client retention. Your expertise will be crucial in ensuring that our team is equipped with the knowledge, skills, and tools needed to deliver consistent top-quality service. By implementing robust training programs and continuous development initiatives, you will help our Account Managers become experts in their field, capable of building and maintaining long-term, value-driven relationships with our clients. Furthermore, you will be responsible for driving business growth by fostering a client-centric culture within the team, ensuring that each individual not only meets but exceeds client expectations. Through your guidance, our team will excel in delivering innovative solutions and exceptional customer service, thereby enhancing client satisfaction and loyalty, and contributing significantly to the overall success and growth of PHMG.

Salary: £45,000 basic, £50,000 OTE

Location: Old Trafford, Manchester

Hours: Supporting global markets 

Strategic objectives and responsibilities:

  • Training and Development: Designing, implementing, and managing comprehensive training programs to enhance the skills of our Client Services team in areas such as client onboarding, account management, client retention, and premium service.
  • Curriculum Design: Developing and maintaining training materials, including manuals, e-learning modules, and workshops that align with the company's goals and industry best practices.
  • Performance Evaluation: Monitoring and assess the effectiveness of training programs through regular evaluations and feedback from colleagues and clients, making adjustments as needed.
  • Mentorship and Coaching: Providing ongoing mentorship and support to Client Services, helping them to apply new skills and strategies effectively in their day-to-day activities.
  • Client Onboarding: Guiding Account Managers in implementing a seamless onboarding process for new clients, ensuring immediate and long-term satisfaction.
  • Account Management Strategies: Training Account Managers on best practices for managing a high volume of accounts, focusing on proactive consulting and relationship building.
  • Client Retention Techniques: Developing and delivering training on strategies to improve client retention and satisfaction, ensuring our team maintains long-term, valuable client relationships.
  • Collaboration: Working closely with all business areas to ensure seamless cross-functional working
  • Knowledge: Staying updated on industry trends and developments to continuously improve training programs and keep the team informed on best practices as well as enhancing product knowledge for new product ranges. 

Measures of success:

  • Extensive experience in B2B Account Management, Business Development or Sales Training.
  • Proven ability to design and implement effective training programs.
  • Experience in providing mentorship and one on one coaching to team members, helping them to apply new skills and achieve their professional goals.
  • Expertise in developing and delivering comprehensive training materials, including manuals, e-learning modules, workshops and interactive training sessions.
  • Excellent written and verbal communication skills.

What you’ll get in return:

  • Competitive salary and rewards
  • Career development and progression directly linked to your performance
  • Free gym membership at PureGym
  • All expenses paid company events in sought after venues
  • Birthday time off to celebrate
  • On-site barber and beautician
  • Exciting social scene and lively atmosphere
  • Creative, spacious offices with breakout areas and bar
  • Fundraising initiatives for our registered charity – the PHMG Foundation
  • Cycle to work scheme
  • Smart pension scheme

 

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 39 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track™ – strengthening their business identity in the most memorable, emotive way.

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