VP of Client Engagement (Global)

Role: VP of Client Engagement (Global)
Location: Old Trafford, M16 0PQ
Hours: 8.45am – 5.15pm (Monday – Friday), with flexibility to cover global teams
Package: up to £130,000 (OTE)

The VP of Client Engagement will lead the transformation of PHMG’s global client engagement strategy and culture. You will design and implement scalable frameworks that empower Account Managers to deliver consistently exceptional service while effectively managing high client volumes.

Reporting to the SVP of Client Services (Global), you will oversee two Directors of Engagement and ensure their teams are aligned, accountable, and driven by a strong client-first mindset. You will use data, client insights, and market trends to inform decisions, streamline processes, and embed new ways of working that improve client satisfaction and retention.

This role is a unique opportunity to shape a high-performance, positive culture and position PHMG as a trusted partner to every client.

Key Responsibilities :

• Strategic Leadership
  • Design, refine, and execute the Client Engagement strategy in alignment with PHMG’s growth objectives and brand promise.
  • Overhaul the engagement model to embed consistent, scalable, and measurable approaches across territories.
  • Define demand trends and client expectations by analysing market insights and client feedback to proactively evolve our services.
  • Identify and drive efficiencies in processes, tools, and workflows to enable Account Managers to manage their client portfolios effectively.
• Culture Transformation
  • Inspire and lead a positive, accountable culture across Client Services, ensuring managers actively develop and empower their teams.
  • Champion new behaviours and standards that put client success at the heart of all engagement.
  • Promote a culture of care, responsiveness, and ownership among Account Managers and their leaders.
• Operational Excellence
  • Utilise client data, analytics, and performance metrics to inform decision-making and improve outcomes.
  • Establish clear KPIs and success measures for Directors of Engagement and their teams, monitoring progress and course-correcting as needed.
  • Drive continuous improvement initiatives to optimise service delivery, client retention, and satisfaction.
• Team Leadership
  • Lead and develop two Directors of Engagement overseeing multiple territories, providing coaching and support to enable high performance.
  • Ensure the leadership pipeline (Directors, Heads of Engagement, and Client Services Managers) is equipped to inspire, develop, and hold their teams accountable.
  • Partner with L&D to design and deliver training and development programs to upskill leaders and Account Managers.
• Cross-functional Collaboration
  • Act as a strategic partner to Sales, Marketing, Creative and other senior stakeholders to align engagement initiatives with the broader PHMG strategy.
  • Represent the Client Services function in senior forums, contributing insights and recommendations that shape business decisions.

Key Requirements:

• Proven senior leadership experience in client engagement, customer success, or account management within a fast-paced, high-volume environment.
• A track record of driving cultural transformation and embedding new ways of working across large, multi-layered teams.
• Strong commercial acumen with the ability to translate client insights and market trends into actionable strategies.
• Demonstrable ability to build accountability and performance-driven cultures that focus on client outcomes.
• Excellent communication and influencing skills to engage and align diverse stakeholders.
• Data-driven mindset with experience leveraging analytics to inform strategy and optimise processes.
• Inspirational leadership style that empowers teams to deliver exceptional results.

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:

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.
This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.
Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.
For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.
Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?

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