Client Director in London

We’re looking for a commercially driven Client Director with deep performance marketing expertise to lead strategic relationships with our UK based clients across retail, beauty, fitness, and insurance. You’ll own the commercial health and growth trajectory of your portfolio, driving revenue expansion, protecting retention, and ensuring we deliver exceptional client value that positions Journey Further as the most customer centric agency in the market. Reporting to our Senior Director of Client Experience you’ll join our Client Experience (CX) team with the autonomy to make an immediate impact in a rapidly scaling agency. This role is ideal for someone who combines strategic vision with commercial discipline, and who’s ready to shape both our client partnerships and our CX culture.

What you will do:

• Build senior level relationships with client decision makers through strategic insight and commercial partnership, not just account management.
• Accountability for the shape of your portfolio’s relationships; leading a proactive strategy of engagement and education.
• Lead the narrative, expected outcomes, and quality assurance (QA) for high-stakes meetings like Quarterly Business Reviews (QBRs).
• Implement and optimise ‘Client Lifecycle’ touchpoints, including CSS and presentation feedback, to refine the agency’s approach.
• Own the financial performance of your client portfolio, identifying and converting growth opportunities and accurately forecasting revenue to inform agency planning.
• Own the full contract renewal process, ensuring scopes are clearly defined, agreed upon, and delivered.
• Proactively identify, accurately forecast, and deliver on new growth opportunities within your client portfolio.
• Navigate common client queries and issues, such as scope creep, expectation management and any performance or dissatisfaction, and mapping client lifecycle to ensure we’re always a step ahead.
• Partner with product specialists and marketing to ensure we’re leveraging our great work beyond your clients, creating client case studies, thought leadership and improving our standard beyond your portfolio.
• Ensure close coordination with the internal operations team for consistent execution across systems like HubSpot.
• Surface successful client case studies and provide strategic consultation during their creation for marketing purposes.
• Execute and inform the continuous improvement of Journey Further’s CX best practices and frameworks.

Requirements:

• Proven experience working at a Client Director level within a Performance Marketing agency environment.
• Experience leading relationships across diverse sectors such as retail, beauty, fitness, and insurance.
• Track record of leading client relationships across the full activation mix: Paid Media, Organic Social, PR, SEO, Influencer and Creative.
• Demonstrable success growing revenue with high-profile, complex clients.
• Strong commercial instincts: forecasting, pipeline management, and financial discipline.
• Management and mentorship experience, supporting the development of our wider team and the standard of CX across the agency.
• A strategic thinker, who understands and owns our client challenges and ambitions, leveraging talent throughout the agency to deliver the best outcomes.
• A history of growing successful relationships with high-profile and complex client organisations.
• A passion for building and nurturing a Client Experience (CX) team and a desire to manage and develop others.
• Highly skilled in financial management, budgeting, and commercial forecasting.
• Experience working effectively with cross-functional teams that reside overseas.

Benefits:

• Pension - Matched up to 4%.
• Health - Private medical insurance.
• Family - Enhanced maternity, paternity & adoption pay.
• Flexibility - 25 days annual leave, Christmas shutdown and home working allowance.