Client Service VP

Roxhill Media is the UK’s leading media intelligence provider for PR and communications professionals. Launched in 2013 by Alex Northcott (founder of Gorkana), Roxhill blends an award‑winning media database with real‑time intelligence, powerful analytics, and topic‑led search tools to help teams find, reach, and monitor the right journalists, outlets, and stories. We launched our monitoring platform in May 2025, which is revolutionising the way that PR’s receive, analyse and assess their own, their clients and their competitor\’s media coverage.

What Roxhill Offers

• Media Database & Journalist Profiles: Access to a rich, up‑to‑date database of UK and international journalists, bloggers, broadcasters and podcasters. Profiles include biographies, coverage history, contact details, live social media activity, and areas of specialisation.
• Monitoring & Analytics: Roxhill provides dedicated tools to track companies’ media coverage in one platform. Users can monitor mentions over time, by outlet, journalist or topic, benchmark performance, and download branded reports.
• Media Insights: Roxhill has a team that can craft bespoke reputation and evaluation reports based on the media coverage generated.
• Journalist Events: Beyond software, Roxhill also runs webinars, guides (e.g., how to pitch in different sectors), journalist interviews, and training events to help users sharpen their media strategy.

Why Roxhill Stands Out:

• We focus and deliver on accuracy, richness of data, and client service.
• Our integrated tools for monitoring, outreach, and analysis help teams work more efficiently and show impact from strategy through to results.

We have an exciting opportunity for an ambitious professional, who is keen to become an integral part of our newly formed Client Service Team – which is responsible for developing and managing the relationships with Roxhill’s monitoring clients.

You will also be expected to onboard, train and service clients on an on‑going basis, which in turn will build relationships and help them get the most out of their subscription with Roxhill. Through your high quality and attentive client service, you will ensure that we continuously deliver an accurate and timely product and thus make their decision to renew their subscription an easy one.

Responsibilities:

Client Relationships

• Responding to incoming client queries (feedbacks) from our c. 2,000 clients.
• Answering all DB and MM client queries in a timely manner, liaising with internal departments (Data, Account Management, Tech etc.) as necessary.
• Managing, sourcing and resolving missing articles and forwarding to client as soon as possible. Establishing the reason behind missing coverage and making the necessary amendments to rules and aliases to minimise future errors.
• Liaising with the Account Management team to ensure prompt, seamless and joined up communication with the client at all times.

Onboarding

• Liaising with the Account Management team to agree the optimum way of onboarding a new client.
• Setting up logins, running training sessions on both platforms and helping the Client finalise their platform set up so that it accurately reflects their needs and expectations.

Product Knowledge and Training

• Continually demonstrate the benefits and features of both DB and MM platforms with competence.
• Conducting ad‑hoc/on demand training on the platforms as requested by clients.
• Being aware of all tech issues and developments, including scheduled updates and downtime, new features and functionality.
• Feeding back tech and client issues to the tech team and attending regular tech meetings.
• Liaising with your colleagues in Singapore and the US to ensure seamless global coverage Monday to Friday, and that all feedback has been satisfactorily resolved.

What we’re looking for?

• At least 2‑3 years’ experience working with SaaS platforms, ideally gained from other MMOs, or within the PR and communications environment.
• High level of accuracy and attention to detail, desire to get it right first time even with repetitive tasks.
• Proficient in MS Office software (Excel / Word / PowerPoint / Teams).
• Hard‑working, self‑motivated team player with excellent communication and verbal skills – both between your colleagues and your clients.
• Ability to multi‑task and prioritise projects.
• Reliable and able to work to tight deadlines and sometimes under pressure.
• Ability to teach and mentor more junior colleagues, and both set and oversee client and data‑driven projects.

Benefits

• Friendly & open working environment
• Hybrid working
• Pension scheme
• Sabbatical time of up to 3 months
• Time off on your birthday
• Family‑friendly benefits
• Weekly schedule of online fitness classes
• Regular social events
• Weekly office lunch

Salary: up to £45,000 per annum

40 hours per week contract – 5 days per week from 8:30 am to 5:30 pm.

All candidates for employment, including permanent, temporary, and contract roles, shall undergo appropriate background verification checks prior to being considered for interview or recruitment. The scope and depth of the screening shall be commensurate with the classification of the role and the associated information security risks. These checks may include verification of identity, qualifications, employment history, and, where legally permissible, criminal record and credit checks. Background checks shall be carried out in compliance with applicable laws, regulations, and ethical considerations, and with the informed consent of the candidate.

Roxhill Media is an equal opportunities employer. We are committed to ensuring that no job applicant or employee receives less favourable treatment on the grounds of gender, marital status, race, colour, ethnic origin, sexual orientation, age or disability, and that all appointments are made purely on the basis of merit.

Any personal data we collect from you as part of a recruitment process will be processed in accordance with the GDPR.