Client Experience Director - Events Agency in London

An independent experience agency delivering high-impact events and brand experiences for globally recognised brands. Built organically into a global player from its London HQ, the business is known for producing large-scale, creatively led experiences that captivate, challenge and inspire. With a strong people-first culture, the agency places real emphasis on purpose-driven leadership, collaboration and high standards. This approach has shaped long-term client partnerships and consistently high-quality work, earning recognition across industry growth rankings and workplace awards.

This is a senior Client Experience Director position responsible for owning the full client lifecycle across a portfolio of accounts, from initial engagement and onboarding through to long-term growth and retention. You will operate as the senior client lead and strategic partner, responsible for shaping account direction, driving commercial performance, and ensuring consistently high standards across delivery. The role combines strategic leadership with hands-on involvement in both client management and new business. You will play a central role in strengthening existing relationships, identifying growth opportunities, and leading or supporting pitches and proposals. You will work closely with internal teams across creative, production and growth, ensuring projects are set up for success, delivered effectively, and aligned to both client objectives and commercial targets.

Key responsibilities

• Own senior client relationships, acting as a trusted advisor and primary point of contact.
• Develop and lead long-term account strategies aligned to client objectives and wider business goals.
• Lead regular account reviews, using performance data and insights to identify opportunities for growth and improvement.
• Represent the agency in senior client meetings and industry settings.
• Oversee the full client journey from onboarding through to delivery and retention.
• Build strong, lasting relationships with key stakeholders, including C-suite level.
• Ensure a consistently high-quality, seamless client experience across all touchpoints.
• Lead client feedback processes and ensure learnings are implemented across future work.
• Lead and contribute to new business activity, including RFIs, proposals and pitch processes.
• Identify and drive organic growth opportunities within existing accounts.
• Support onboarding of new clients, ensuring clear commercial frameworks and ways of working are established.
• Take ownership of account performance, including forecasting, budgeting and profitability.
• Lead commercial discussions with clients, including scopes of work, contracts and KPIs.
• Monitor performance against targets, contributing to wider business reporting and planning.
• Ensure projects are set up with clear objectives, defined scope, realistic budgets and the right delivery teams.
• Maintain visibility across live projects, stepping in to manage risk, challenges or client concerns where needed.
• Work closely with delivery teams to ensure high standards of execution.
• Contribute to post-project reviews, identifying learnings and driving continuous improvement.
• Define success metrics and ensure consistent measurement across accounts.
• Use data and insights to inform decision-making and enhance client performance.
• Ensure client reporting, compliance and internal systems are maintained to a high standard.
• Support the development and rollout of processes that improve efficiency and client experience.
• Support and mentor team members, helping to strengthen client management capability across the business.
• Collaborate across departments to ensure alignment and effective ways of working.
• Contribute to a culture of high performance, accountability and continuous improvement.

Requirements

• Proven experience in a senior client leadership role within an events or experiential agency.
• Strong track record of managing and growing multiple client accounts.
• Demonstrable commercial acumen, with experience managing budgets, forecasting and profitability.
• Experience leading new business activity, including pitches and proposals.
• Confident working with senior stakeholders and building long-term client partnerships.
• Experience delivering complex, large-scale projects within fast-paced environments.
• Strong strategic thinking combined with a hands-on, delivery-focused approach.
• Excellent communication, presentation and stakeholder management skills.

Interested? Apply today!