Client Service Manager
Scope: Individual client account ownership
Band: Senior
Reports to: Head of Client Servicing
Role Purpose
The Client Service Manager owns the day-to-day health, performance and profitability of assigned client accounts.
This role ensures that:
- Delivery across Paid, SEO, Organic Social and Revops is aligned
- Clients experience clarity and confidence
- Commercial scope is protected
- Growth opportunities within accounts are identified
Client Service Managers are not administrators. They are commercially aware, strategically engaged and accountable for account performance.
They operate as the primary client contact and internal coordinator for their accounts.
Core Responsibilities
1. Client Relationship Ownership
- Primary day-to-day contact for assigned clients
- Builds trusted relationships with marketing and sales stakeholders
- Leads regular reporting and review meetings
- Ensures client expectations are clearly set and managed
- Escalates strategically when required
2. Commercial Accountability
- Accountable for margin health at account level
- Monitors scope vs delivery to protect profitability
- Identifies and scopes change requests
- Flags commercial risks early
- Supports upsell and cross-sell opportunities
3. Cross-Capability Coordination
- Coordinates delivery across: Paid, SEO, Organic Social, RevOps
- Ensures integrated planning and aligned messaging
- Maintains visibility of timelines and priorities
- Prevents siloed execution
4. Performance & Reporting
- Ensures reporting links activity to commercial outcomes
- Understands core KPIs across each capability
- Maintains performance clarity for clients
- Ensures actions are agreed and followed through
5. Account Growth
- Identifies expansion opportunities within accounts
- Contributes to account planning
- Works with capability heads to develop proposals
- Supports renewals and contract extensions
Success Measures
- Client retention within assigned accounts
- Account-level margin performance
- Growth within accounts
- Client feedback and satisfaction
- Smooth cross-capability delivery
Capability Requirements
Essential
- Experience in B2B agency account management
- Strong commercial awareness
- Ability to manage multi-channel delivery environments
- Confident communicator with stakeholders
- Organised and proactive
Desirable
- Exposure to Paid, SEO, Organic Social or RevOps environments
- Experience linking marketing activity to pipeline impact
Internal Positioning at PTP
Client Service Managers are:
- Account-level commercial owners
- Cross-capability coordinators
- Relationship stewards
- Margin protectors
They operate under the leadership of the Head of Client Servicing and play a critical role in protecting retention and growth.
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