Client Success Lead (Digital Marketing) in Newcastle upon Tyne

Central Employment are working in partnership with a Newcastle based full-service Performance Marketing Agency, as they look to appoint a Client Success Lead. This role requires a strong understanding of digital marketing disciplines, exceptional communication skills, and the ability to manage client expectations and navigate complex campaign workflows to achieve both immediate campaign success and long-term client satisfaction.

Main responsibilities:

• Serving as the primary point of contact for assigned client accounts, fostering strong, long-term relationships.
• Be the main day-to-day contact for assigned clients, including weekly phone call check-ins to provide proactive updates, performance call-outs, and general relationship building.
• Understanding client business objectives, challenges, and goals to provide tailored solutions.
• Proactively communicating campaign progress, results, and insights to clients, ensuring transparency and alignment.
• Acting as an advocate for the client within the agency, ensuring their needs are understood and addressed by the delivery teams.
• Facilitating regular client meetings and presentations to provide updates and strategic recommendations.
• Supporting in-person strategy meetings with clients to build rapport and ensure alignment on goals.
• Framing performance in a positive, strategic light in reports and conversations, ensuring value is clearly communicated to clients.
• Collaborating with internal teams (e.g., SEO, PPC, Paid Social) to develop and execute effective campaigns and strategies that suit the client's needs.
• Developing and presenting strategic campaign proposals and plans to clients, aligned with their business objectives.
• Monitoring campaign performance and providing regular reports and analysis to clients, highlighting key insights and recommendations.
• Ensuring campaigns are delivered on time, within budget, and to the agreed-upon specifications.
• Identifying and recommending opportunities for campaign optimisation and improvement based on performance data and client feedback.
• Conducting monthly internal strategy meetings for each client to discuss their wants, needs, and campaign direction, integrating insights from research and team collaboration.
• Regularly conducting trends and competitor research to support campaign planning and provide proactive value to clients.
• Managing multiple client accounts and projects simultaneously, ensuring efficient prioritisation and execution.
• Creating and maintaining project timelines, budgets, and resource allocation plans.
• Coordinating with internal teams to ensure timely delivery of campaign assets and deliverables.
• Utilising project management tools and software to track progress and ensure effective communication.
• Managing client expectations and addressing any issues or concerns that may arise during the campaign lifecycle.
• Daily checks of client Monday boards to ensure project delivery is on track, and flagging updates or questions with internal teams as needed.

Experience required:

• Circa 3 yrs digital agency experience, within an Account Manager or Customer Success role.
• A driven, client facing Digital Account Manager with hands on experience across multi-channel, ideally Paid Media, SEO, Email Marketing and CRO.
• Commercially pro-active, identify possible new DM services and renewals.