Role: Client Success Manager
Location: Old Trafford, M16 OPQ
Hours: 4pm - 1am (4 days a week Tuesday - Friday)
Package: £75,000 OTE
As a Client Success Manager within the New Client Activation team, you’ll play a key role in delivering a high-quality client experience while supporting the performance and development of your team. Reporting into the Head of Client Activation, you’ll lead by example on the floor, driving standards, supporting day-to-day operations, and coaching individuals to achieve and exceed their performance objectives.
You’ll be a visible, trusted leader who brings clarity, energy, and accountability, helping to create a positive, high-performing environment where people feel supported to grow and succeed.
Key Responsibilities:
- Leading from the front with a hands-on, role-model approach, supporting the Client Services Manager in the day-to-day delivery of team and operational objectives
- Setting clear expectations, reinforcing KPIs and quality standards, and monitoring individual and team performance to address issues early and constructively
- Coaching and developing team members through regular feedback, call listening, performance conversations, and support with PDRs and development plans
- Ensuring a high-quality client experience by maintaining standards across welcome calls, record-keeping, objection handling, and the effective management of complaints and escalations
- Collaborating with peers and stakeholders to share insight, contribute improvement ideas, and support a culture of accountability, teamwork, and continuous improvement
Experience Required:
- Experience in a client services or customer success environment within a fast-paced, target-driven setting
- Proven experience coaching, mentoring, or supporting peers to improve performance and quality
- Strong understanding of KPIs, quality standards, and delivering a consistently high client experience
- Hands-on experience providing feedback through call listening, side-by-side coaching, and performance conversations
- Confidence leading by example, positively influencing behaviours, standards, and team culture on the floor
- 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:
Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services. In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?
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Skills Required
- Experience in a client services or customer success environment within a fast-paced, target-driven setting
- Proven experience coaching, mentoring, or supporting peers to improve performance and quality
- Strong understanding of KPIs, quality standards, and delivering a consistently high client experience
- Hands-on experience providing feedback through call listening, side-by-side coaching, and performance conversations
- Confidence leading by example, positively influencing behaviours, standards, and team culture on the floor
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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