Client Retentions Manager
📍 Old Trafford, Manchester
💰 £35,000 basic salary + uncapped commission (£62,000+ OTE)
🕒 North American shift pattern | 4 or 4.5-day working week options available | 1 day remote working per week
PHMG is the world's leading audio branding agency, helping businesses create stronger customer experiences through sound. Since launching in Manchester in 1998, we've grown into a global organisation serving nearly 40,000 clients across more than 50 countries.
Our client portfolio spans internationally recognised brands including Coca-Cola, Samsung, Adidas and Audi, as well as thousands of growing businesses worldwide. Through a combination of creativity, technology and commercial expertise, we help organisations transform how they communicate with their customers.
In 2025, PHMG became employee owned, marking an exciting milestone in our journey. This means our people have a direct stake in our future success, reinforcing our commitment to innovation, collaboration and long-term growth.
With over 800 colleagues across six international locations and a King's Award for Enterprise recognising our achievements in innovation and growth, there has never been a better time to join PHMG.
The OpportunityWe're looking for a commercially minded Client Retentions Manager to join our North American division and play a key role in protecting and developing our existing client relationships.
This is not a traditional customer service position. You'll take ownership of a portfolio of business clients, building strong relationships, understanding their objectives and identifying opportunities to retain, renew and expand their services with PHMG.
Success in this role comes from balancing exceptional relationship management with strong commercial awareness. You'll act as a trusted advisor to clients while confidently navigating conversations around contract renewals, service enhancements and long-term partnerships.
If you're a natural communicator who enjoys problem-solving, influencing decisions and delivering positive client outcomes, we'd love to hear from you.
Key Responsibilities- Manage and retain a portfolio of B2B clients across the North American market
- Build lasting relationships through regular client engagement and consultation
- Identify opportunities to increase client value through additional products and services
- Handle retention conversations with confidence and professionalism
- Investigate and resolve client concerns, delivering positive outcomes for both the client and the business
- Develop an in-depth understanding of PHMG's product suite and service offering
- Collaborate closely with internal teams to ensure a seamless client experience
- Maintain accurate records and activity updates within CRM systems
- Consistently achieve and exceed retention and revenue objectives
- Previous experience in a B2B sales, account management, retention or customer success environment
- Strong relationship-building and negotiation skills
- Excellent verbal and written communication abilities
- Commercially driven with a customer-focused mindset
- Ability to manage multiple priorities in a fast-paced environment
- Confident handling challenging conversations and objection management
- Strong organisational skills and attention to detail
- A proactive approach to problem solving and client engagement
- Complimentary PureGym membership after three months
- 23 days annual leave plus bank holidays, increasing with service
- Additional half-day leave for your birthday
- Enhanced maternity, paternity and adoption packages
- Two paid volunteering days each year
- Life insurance and critical illness cover
- Free breakfast and fresh fruit daily
- On-site barber and beauty services
- Car valeting service
- Employee Assistance Programme
- Ongoing training, development and progression opportunities
- Additional lifestyle and wellbeing benefits
Join a global, employee-owned organisation where your success contributes directly to the future growth of the business.
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Skills Required
- Previous experience in a B2B sales, account management, retention or customer success environment
- Strong relationship-building and negotiation skills
- Excellent verbal and written communication abilities
- Commercially driven with a customer-focused mindset
- Ability to manage multiple priorities in a fast-paced environment
- Confident handling challenging conversations and objection management
- Strong organisational skills and attention to detail
- A proactive approach to problem solving and client engagement
What We Do
PHMG is the world's leading audio branding agency. Our technology-driven, creative branding solutions realize the immense potential of the telephone and other audio channels – opening a company’s eyes and ears to a largely untapped opportunity. We offer a unique combination of expertise in the technology of call architecture, the marketing potential of audio touchpoints and the creative development of auditory brand assets – which allows us to unlock a company’s communicative power.
Why Work With Us
When you become part of PHMG, you enjoy the benefits of a world-class product, global growth, rewarding perks and endless opportunities for progression. It’s all this and more that makes our company a 'Top Workplace' and a Chicago Tribune 'Great Place to Work': accolades we’re proud to have achieved thanks to glowing feedback from our staff.
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