Client Care Director (North American Market)

Client Care Director (North American Market), Manchester

Company: PHMG

Location: Manchester, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 7336c9c23f9d

Job Views: 5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

The world’s leading audio branding agency, PHMG, creates technology-fuelled, creative branding solutions to help businesses across the globe make the most of every audio touchpoint. Our global client base reaches across 54 countries, and we’re investing in ensuring that each of our 36+ clients has an unrivalled customer experience.

We are seeking a Client Care Director to play a crucial role in our company\’s success, acting as an advocate for our product in all communications. The ideal candidate will have a background in sales, account management, or operations, and enjoy engaging with clients daily to gather feedback and improve our service through updates and changes.

The role requires excellent communication skills for interactions over the phone and email, confidence in handling various situations, self-motivation, problem-solving skills, and empathy towards clients’ needs.

Location:

Old Trafford, Manchester

Salary:

£35,000 base and £65,000 OTE

Responsibilities:

• Handle inbound enquiries from clients regarding subscription cancellations or reviews
• Provide excellent customer service to maximize retention opportunities
• Identify customer issues through effective questioning
• Offer solutions via quality communication for a quick and efficient customer experience
• Maintain comprehensive knowledge of our products and services to tailor solutions
• Book appointments for clients to meet with field-based Heads of Client Support
• Manage CRM database daily

Skills, Knowledge, and Experience:

• Experience in a B2B role
• Ability to thrive in a customer retention and satisfaction environment
• Strong personal organization, initiative, drive, and creativity
• Negotiation skills and excellent written and oral communication
• Attention to detail and problem-solving skills
• Ability to work under pressure with a positive attitude

Benefits include:

• PureGym membership after 3 months
• Cycle to work scheme
• 23 days annual leave plus bank holidays, increasing with service
• Half-day off on your birthday
• Enhanced maternity, paternity, and adoption leave
• Two volunteer days per year
• Life insurance and critical illness cover
• Company events, sports teams, on-site barber and beautician, car valet
• Career development opportunities
• Fundraising initiatives for the PHMG Foundation

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