Role: VP of Client Engagement
Location: Old Trafford, M16 0PQ
Hours: 8.45am - 5.15pm (Monday - Friday), with flexibility to cover global teams
Package: up to £130,000 (OTE)

The VP of Client Engagement will take ownership of executing and embedding PHMG’s global client engagement model in day-to-day operations. You will implement scalable frameworks, coach leaders, and ensure Account Managers consistently deliver exceptional service while handling high client volumes effectively.

Reporting to the Chief Client Officer, you will oversee three Engagement Directors and ensure their teams are aligned, accountable, and driven by a strong client-first mindset. You will use client data, performance metrics, and feedback to improve processes, introduce practical tools, and embed working practices that raise client satisfaction and retention.

This role is a hands-on leadership position focused on execution, operational excellence, and coaching, ensuring strategies are not only defined but fully adopted and sustained across the global team.

Key Responsibilities:

Execution and Implementation
- Roll out and maintain a consistent Client Engagement framework across territories, ensuring teams apply best practices daily.
- Standardise workflows, tools, and reporting to enable Account Managers to manage large client portfolios more effectively.
- Regularly review client data and performance dashboards, acting quickly to fix gaps, remove bottlenecks, and implement practical improvements.
- Translate client feedback and market insights into clear process adjustments, service enhancements, and tactical initiatives.
Team and Culture Leadership
- Work closely with Directors of Engagement to monitor team performance, review KPIs, and hold leaders accountable for outcomes.
- Provide direct coaching, support, and development for Directors and their managers, ensuring expectations are clear and consistently reinforced.
- Actively promote day-to-day behaviours that reflect care, responsiveness, and ownership in client relationships.
- Recognise and address performance issues quickly, embedding accountability at all levels.
Operational Management
- Set and track measurable KPIs for Directors of Engagement and their teams, ensuring progress reviews are frequent and corrective actions are taken.
- Lead weekly and monthly performance reviews, using metrics and reporting to drive decision-making and adjustments.
- Implement and oversee continuous improvement projects that directly impact service delivery, client retention, and satisfaction.
- Partner with L&D to deploy training that addresses skill gaps and prepares Account Managers and leaders for evolving client needs.
Cross-functional Delivery
- Collaborate with Sales, Marketing, and Creative teams to ensure service delivery matches client expectations and supports growth initiatives.
- Represent Client Services in operational forums, providing feedback, insights, and practical recommendations to senior stakeholders.

Key Requirements:

Proven experience leading client engagement, customer success, or account management teams in a fast-paced, high-volume environment.
Strong track record of executing change, embedding new ways of working, and ensuring adoption across large, multi-layered teams.
Hands-on leader with the ability to coach, monitor, and hold teams accountable for day-to-day execution.
Commercially aware and able to convert client insights into clear, actionable steps that drive measurable results.
Confident working with data and KPIs to manage performance and make operational decisions.
Excellent communicator who can influence, align, and motivate teams at all levels.

What you’ll get in return:

Free PureGym membership after 3-months served
Cycle to work scheme
23 days annual leave plus bank holidays, increasing with length of service
Additional half day off for birthday
Enhanced maternity, paternity and adoption leave
Two volunteer days per year for a charity of your choice
Smart pension scheme
Life insurance and critical illness cover
All expenses paid company events in sought after venues
Free fruit & breakfast
Company sports teams
On-site barber and beautician
Car valet service
Career development directly linked to your performance
Fundraising initiatives for our registered charity – the PHMG Foundation
Dedicated Employee Assistance Programme

About PHMG:

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.
This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.
Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.
For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.
Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?

PHMG

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VP of Client Engagement