CLIENT EXPERIENCE EXECUTIVE in London

As a Client Experience Executive, you are a core member of the Client Experience team, responsible for ensuring the smooth day-to-day running of client accounts and delivering a consistently excellent experience for our partners. You act as the central coordinator between Growth, Performance, and specialist teams, ensuring work is well planned, clearly communicated, and delivered on time and to Found's high standards. This role is pivotal in keeping teams aligned, maintaining momentum across projects, and ensuring client expectations are met and exceeded at every touchpoint.

You will take ownership of account administration, project tracking, and quality assurance, while proactively flagging risks, identifying opportunities for improvement, and strengthening client relationships through clarity, organisation, and care.

What You Will Be Doing

• Client Communication – Manage day-to-day client communication, ensuring timely, accurate and professional responses.
• Client Liaison – Act as the bridge between clients and internal teams, ensuring the right people are engaged at the right time.
• Relationship Risk Management – Proactively flag potential relationship or service risks to the Head of Client Experience.
• Client Feedback & Sentiment – Gather and report on client satisfaction metrics and feedback.
• Project Coordination – Ensure all meeting notes are shared within 24 hours and actions are logged clearly in Asana.
• Workflow Management – Maintain and manage Asana projects so delivery aligns with agreed client roadmaps.
• Deadline & Priority Management – Coordinate timelines and priorities across Growth, Performance, and specialist teams.
• Delivery Support – Support performance teams with timely, accurate client reports and insights.
• Quality Assurance – Monitor and maintain high standards across all client-facing documentation, reporting and deliverables.
• Cross-Functional Collaboration – Facilitate smooth collaboration between Growth, Performance, specialist teams and partners.
• Briefing Processes – Work closely with Braidr to ensure briefing processes are followed clearly and consistently.
• AI Enablement – Use AI responsibly and ethically to streamline tasks, improve efficiency, and create space for higher-value thinking.

What Makes the Client Experience Team at Found Special?

The Client Experience team plays a vital role in how Found partners with its clients. We bring structure, clarity and consistency to complex, fast-moving environments — ensuring clients feel confident, supported and well-informed at every stage of their journey. We are highly collaborative, detail-driven and people-focused, working closely with Growth and Performance teams to enable brilliant delivery. We take pride in being proactive, thoughtful and continuously improving how we work — always focused on strengthening relationships and raising the standard of client experience.

How Does the Team Work?

You will work closely with Growth, Performance, specialist teams and external partners to keep projects running smoothly and transparently. The team operates with shared accountability and open communication, valuing organisation, reliability and trust. While the role is delivery-focused, there is real opportunity to contribute ideas, improve processes, and grow your impact as part of a supportive, high-performing team.

What Does It Take to Be a Client Experience Executive at Found?

• Digital Marketing Articulate - Has a keen interest and understanding of Digital Marketing principles, with a drive to learn and grow in this space.
• Organised & Detail-Oriented – Keeps track of multiple moving parts without losing sight of the detail.
• Proactive Problem Solver – Anticipates issues early and takes action before they escalate.
• Collaborative Communicator – Shares updates clearly, listens actively, and builds trust across teams.
• Client-Focused – Brings professionalism, empathy and care to every client interaction.
• Adaptable & Resilient – Thrives in a fast-paced environment and responds calmly to change.
• Relationship Builder – Forms strong internal and external relationships that enable smoother delivery.
• Process-Minded – Values structure, consistency and continuous improvement.
• Forward-Thinking – Open to new tools, AI and better ways of working.

What Is the Interview Process?

• Initial Chat – A short call with our People Team to learn more about you and answer your questions. (10–15 mins)
• First Stage Interview – A conversation with The Head of Client Experience and People Director focused on skills, mindset and ways of working. (30–45 mins)
• Second Stage Interview – To meet with Senior Client Experience Manager and Director of Growth (30-45mins)

Perks And Benefits

• Dynamic, Flexible Working – Work is what we do, not where we do it. Thrive at home, in the office or wherever suits you best.
• Private Medical Insurance – Cash plan covering medical and dental needs.
• Financial Wellbeing Coaching – Access to Bippit for expert support with budgeting, planning and long-term financial wellbeing.
• 1-1 Counselling & Mental Health Support – Six 1-1 therapy sessions plus self-directed content and live workshops through Oliva.
• Subsidised Gym Membership – Access to gyms across the UK via a flexible platform.
• Enhanced Parental Leave – Up to 6 months enhanced primary caregiver pay and 6 weeks for secondary caregivers.
• Interchangeable Bank Holidays – Swap UK bank holidays for cultural or religious days that matter to you.
• Matchable Partnership – Two paid volunteering days supporting causes you care about.
• Work from Abroad – Up to 30 days a year working from another country.
• Personalised Career Progression – Tailored development plans with meaningful learning and progression opportunities.
• And lots more

At Found, we are passionate about building a team of talented individuals from all walks of life who share the skills and drive to help us achieve our mission. That is why we are committed to a hiring process free from judgment, prejudice, or bias. We encourage everyone to apply for our roles — your gender identity, race, ethnicity, sexual orientation, age, or background will never impact how your application is considered. We are dedicated to fostering an inclusive culture where everyone feels empowered to do their best work, enjoy their journey, and truly feel they belong.