At a Glance
- Tasks: Lead a dynamic team to deliver exceptional client experiences and drive performance.
- Company: Join PHMG, the world’s leading audio branding agency with a creative culture.
- Benefits: Enjoy a competitive salary, free gym membership, and generous leave policies.
- Other info: Be part of an innovative, employee-owned company with excellent career growth opportunities.
- Why this job: Make a real impact by coaching and developing your team in a supportive environment.
- Qualifications: Experience in client services and a passion for mentoring others.
The predicted salary is between 52500 - 63000 € per year.
As a Client Success Team Leader within the New Client Activation team, you’ll play a key role in delivering a high-quality client experience while supporting the performance and development of your team. Reporting into the Head of Client Activation you’ll lead by example on the floor, driving standards, supporting day-to-day operations, and coaching individuals to achieve and exceed their performance objectives. You’ll be a visible, trusted leader who brings clarity, energy, and accountability, helping to create a positive, high-performing environment where people feel supported to grow and succeed.
Key Responsibilities:
- Leading from the front with a hands-on, role-model approach, supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
- Setting clear expectations, reinforcing KPIs and quality standards, and monitoring individual and team performance to address issues early and constructively
- Coaching and developing team members through regular feedback, call listening, performance conversations, and support with PDRs and development plans
- Ensuring a high-quality client experience by maintaining standards across welcome calls, record-keeping, objection handling, and the effective management of complaints and escalations
- Collaborating with peers and stakeholders to share insight, contribute improvement ideas, and support a culture of accountability, teamwork, and continuous improvement
Experience Required:
- Experience in a client services or customer success environment within a fast-paced, target-driven setting
- Proven experience coaching, mentoring, or supporting peers to improve performance and quality
- Strong understanding of KPIs, quality standards, and delivering a consistently high client experience
- Hands-on experience providing feedback through call listening, side-by-side coaching, and performance conversations
- Confidence leading by example, positively influencing behaviours, standards, and team culture on the floor
What you’ll get in return:
- Free PureGym membership after 3-months served
- Cycle to work scheme
- 23 days annual leave plus bank holidays, increasing with length of service
- Additional half day off for birthday
- Enhanced maternity, paternity and adoption leave
- Two volunteer days per year for a charity of your choice
- Smart pension scheme
- Life insurance and critical illness cover
- All expenses paid company events in sought after venues
- Free fruit & breakfast
- Company sports teams
- On-site barber and beautician
- Car valet service
- Career development directly linked to your performance
- Fundraising initiatives for our registered charity – the PHMG Foundation
- Dedicated Employee Assistance Programme
About PHMG:
Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth.
Client Success Team Leader in Manchester employer: PHMG Careers
PHMG is an exceptional employer located in Old Trafford, offering a vibrant work culture that prioritises employee growth and well-being. With a focus on innovation and creativity, employees benefit from comprehensive perks such as enhanced leave policies, career development opportunities, and a supportive environment that encourages teamwork and accountability. As an employee-owned business, PHMG ensures that success is shared among its team, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Team Leader in Manchester
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, website, and any recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved performance. Be ready to share how you can bring that hands-on approach to the Client Success Team Leader role.
✨Tip Number 3
Prepare questions for your interviewers that show your interest in their goals and challenges. Ask about their current projects or how they measure success in the Client Activation team. It’ll make you stand out as someone who’s ready to contribute.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the PHMG family.
We think you need these skills to ace Client Success Team Leader in Manchester
Some tips for your application 🫡
Show Your Leadership Style:When writing your application, let us see your leadership style shine through! Share examples of how you've led teams in the past, especially in client services. We want to know how you motivate and support your team to achieve their goals.
Highlight Your Coaching Experience:Make sure to emphasise your coaching and mentoring experience. We love candidates who can demonstrate how they've helped others improve their performance. Include specific instances where your feedback made a difference!
Be Client-Focused:Since this role is all about delivering a top-notch client experience, make it clear how you've prioritised clients in your previous roles. Share stories that showcase your ability to handle complaints and ensure satisfaction—this will resonate with us!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to showcase your skills and experiences in a way that aligns perfectly with what we’re looking for!
How to prepare for a job interview at PHMG Careers
✨Know Your Client Success Stuff
Make sure you brush up on your knowledge of client success strategies and KPIs. Be ready to discuss how you've previously improved client experiences and supported team performance. This will show that you understand the role and can hit the ground running.
✨Show Off Your Coaching Skills
Prepare examples of how you've coached or mentored team members in the past. Think about specific situations where your feedback led to improved performance. This will demonstrate your hands-on leadership style and ability to develop others.
✨Be Ready for Scenario Questions
Expect questions that ask how you'd handle specific client situations, like complaints or escalations. Practise your responses to these scenarios, focusing on maintaining high standards and delivering a quality client experience.
✨Bring the Energy
As a Client Success Team Leader, you'll need to inspire your team. During the interview, showcase your enthusiasm and positive attitude. Share how you create a motivating environment and lead by example, as this is key to the role.
