At a Glance
- Tasks: Lead client campaigns, ensuring timely delivery and exceptional customer experience.
- Company: Dynamic digital agency in Manchester with a focus on innovation.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Fast-paced environment with opportunities for professional development.
- Why this job: Make a real impact by driving client success and campaign excellence.
- Qualifications: 5-10 years in client services or campaign delivery, strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
Today Digital is looking for an experienced and driven Head of Client Campaigns & Customer Success to lead the delivery of all client campaigns across the business. This role is the lynchpin between Commercial, Content, Performance Marketing and Client Services, ensuring every campaign is delivered on time, on track, and delivering measurable value for our customers. You will own campaign velocity, operational excellence, and customer experience, with Net Revenue Retention (NRR) and client retention as core measures of success. This is a senior leadership role requiring someone who thrives in a fast-paced, high-growth environment, can manage complexity, and can lead teams under pressure while maintaining exceptional standards.
Key Responsibilities
- Client Campaign Delivery & Operations
- Own the end-to-end delivery of all client campaigns, ensuring they are executed on time, on budget, and to a high standard.
- Be accountable for campaign velocity, tracking progress, identifying bottlenecks, and driving momentum across teams.
- Ensure campaign objectives, timelines, and success metrics are clearly defined and consistently delivered.
- Act as the final escalation point for delivery issues, resolving challenges quickly and calmly.
- Client Success & Retention
- Own the client experience throughout the campaign lifecycle, ensuring clients feel supported, informed, and confident.
- Be accountable for client retention and Net Revenue Retention (NRR).
- Partner closely with Commercial to identify upsell, cross-sell, and renewal opportunities rooted in campaign performance and value delivered.
- Ensure feedback loops are in place to continuously improve CX and campaign outcomes.
- Team Leadership & Development
- Line manage and develop the Client Services Managers (CSMs), setting clear expectations, goals, and performance standards.
- Create a culture of ownership, accountability, and continuous improvement.
- Support the team in managing multiple campaigns and stakeholders without compromising quality.
- Identify skills gaps and contribute to hiring, onboarding, and training as the team scales.
- Cross-Functional Collaboration
- Act as the central point of coordination between Commercial, Content, Performance Marketing, and Operations.
- Ensure smooth handovers from Sales into delivery, with clear briefs, success metrics, and client expectations.
- Drive alignment across teams to avoid silos and ensure clients receive a joined-up experience.
- Campaign Systems & Measurement
- Own and continuously improve Monday.com as the single source of truth for campaign timelines, task ownership, dependencies, measurement and reporting.
- Ensure accurate campaign tracking, reporting, and visibility for internal stakeholders.
- Use data and insight to inform decisions, identify risks early, and improve delivery performance.
What Success Looks Like
- Campaigns are consistently delivered on time and on track.
- Clear visibility of campaign progress across the business via Monday.com.
- Improved client retention and NRR.
- Strong collaboration between Commercial, Content, and Client Services.
- A confident, high-performing Client Services team that can scale.
- Clients clearly understand the value delivered and want to renew and expand.
Essential Experience
- 5 -10 years experience in client services, customer success, or campaign delivery teams.
- Strong background managing multiple, concurrent B2B client campaigns.
- Experience operating in a fast-paced, growth environment.
- Demonstrable ownership of client retention, renewals, or NRR.
- Experience working closely with Sales, Content, and Marketing teams.
Core Skills
- Operational leadership – able to bring structure, clarity, and pace.
- Stakeholder management – confident working with senior internal and external stakeholders.
- Campaign & delivery management – understands timelines, dependencies, and risk.
- Systems thinking – comfortable owning and optimising tools like Monday.com.
- Data-driven decision making – uses metrics to guide action and prioritisation.
Personal Attributes
- Agile and resilient – thrives under pressure and adapts quickly.
- Calm in complexity – can handle multiple priorities without losing control.
- Highly accountable – takes ownership rather than passing problems on.
- Commercially minded – understands how delivery impacts revenue and retention.
- People-focused leader – firm on standards, supportive in approach.
Head of Client Campaigns (Manchester) employer: Today Digital
Today Digital is an exceptional employer, offering a unique 4-day work week that promotes work-life balance while fostering a collaborative and supportive environment. As a Junior Email Marketing Specialist in Manchester, you'll not only receive hands-on training and mentorship but also have the opportunity to grow your skills alongside experienced professionals in a dynamic team focused on innovation and audience engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Campaigns (Manchester)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Today Digital. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Today Digital before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Campaigns (Manchester)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Today Digital:Your cover letter is your chance to shine! Tell us why you want to work at Today Digital specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Today Digital!
How to prepare for a job interview at Today Digital
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
