Client Experience Director in London

Founded in 2013, we’re an independently owned experience partner delivering world-class events and experiences for some of the biggest brands across the globe. We partner with forward-thinking, ambitious clients to create impact - whether for a product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, spark collaboration, and unlock new opportunities for our clients.

Our approach has earned us places on both The Sunday Times 100 Fastest Growing Company List and the Business Leader Growth 500 list in 2025. We’re also proud to be recognised as a 2025 Sunday Times and Campaign “Best Place to Work”. These accolades reflect something we nurture; building success without compromising on people, purpose or standards. We call it ‘growth without compromise’.

Sleek is defined by a people-before-profit mindset. We celebrate individuality, set high standards and believe purposeful leadership and exceptional work go hand in hand. Everyone here is self-motivated, curious and committed to growing, regardless of seniority. We value people who take ownership, solve problems willingly, act on feedback, and are comfortable operating in a fast-moving, high-standards environment.

Based in Wimbledon, our HQ is a bright, modern and collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunch breaks and visits from the office dogs. Being proudly OfficeByDesign, we work from our HQ four days a week with one work-from-home day, plus flexible core hours. This pattern is central to how we work. We know we learn and perform better when we’re together – after all, our business is about bringing people together.

Our structure has been consciously designed to enable growth and invest heavily in team development. You’ll find Sleek a welcoming place for everyone, from those starting their careers to experienced specialists. We’re committed to creating a community where you can do your best work and realise your potential. We also expect and welcome candidates from all backgrounds and are here to make reasonable adjustments throughout the interview process where needed.

Role Overview

Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek’s commercial, strategic, and growth objectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts.

Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek’s senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure client objectives are achieved, Sleek’s reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues when required.

Responsibilities

• STRATEGIC ACCOUNT LEADERSHIP
  • Own senior client relationships, long-term objectives, and commercial outcomes across assigned accounts, aligned with Sleek’s wider client and growth strategy.
  • Develop and deliver account plans that drive long-term value, retention, and growth.
  • Lead strategic account reviews, using performance data and insights to identify opportunities for improvement and expansion.
  • Represent Sleek at senior client meetings and key industry or client events as a brand ambassador.
  • Drive innovation in client experience, ensuring Sleek remains ahead of industry trends and best practice.
• CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT
  • Build and maintain trusted, senior-level client relationships, operating as a strategic advisor and primary escalation point.
  • Maintain a deep understanding of each client’s business, objectives, and success criteria.
  • Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience.
  • Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance.
• NEW BUSINESS & ACCOUNT GROWTH
  • Lead on written RFIs (organic and net new, where assigned) and act as senior client liaison during pitch processes, up to and including successful handover to delivery teams.
  • Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearly established.
  • Identify and pursue organic growth opportunities within existing accounts, aiming to meet targets where and when they are set.
• COMMERCIAL & FINANCIAL OVERSIGHT
  • Oversee forecasting, financial planning, and commercial reporting for client accounts, balancing service excellence with profitability.
  • Lead client negotiations on contracts, KPIs, scopes, and reporting requirements.
  • Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting.
• DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE
  • Ensure projects are set up for success with clear objectives, agreed scopes, realistic budgets, and aligned delivery teams.
  • Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns when required.
  • Ensure consistent use of Sleek’s evaluation framework to define and measure success across projects.
  • Attend post-project debriefs to capture learnings and improve future delivery.
  • Collaborate with marketing to ensure timely development of case studies and supporting assets.
• DATA, MEASUREMENT & COMPLIANCE
  • Ensure client data, reporting, and compliance requirements are maintained within Sleek systems.
  • Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience.
  • In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients.
• OTHER
  • Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability.
  • Develop an understanding of team skillsets and recommend team compositions aligned to client needs.

Benefits

Our benefits were created by Team Sleek to ensure they appeal to a wide range of individuals. Here is a taster of the types of things they include:

• 27 days holiday (plus UK public holidays).
• Additional days holiday for each year of service (capped at 3).
• Week-day birthdays off.
• Charity day.
• Pay Day early finish Fridays (15:00).
• Standard Pension Plan.
• Fitness membership or gym contribution.
• Tech scheme, cycle to work scheme, EV scheme.
• Private health care (after 1 year’s service).
• Learning and development programmes, including the Sleek Academy, new joiner buddies, and external coaching programme.
• Company social events including weekly office drinks and annual company offsite.
• Opportunity to experience new destinations through Fam Trips.