Role: Head of Client Performance
Location: Old Trafford, Manchester, M16 0PQ
Hours: 8.45am - 5.15pm (Monday to Friday)
Package: Up to £90,000 OTE
As Head of Client Performance, your role is to lead the evolution of PHMG's client model, creating a Partner Services proposition that delivers greater client value, deeper product adoption and stronger long-term relationships.
This is a transformation leadership role. You will help define the vision for Partner Services, translate it into a practical operating model and lead the cross-functional change required to deliver it.
A separate transformation focus exists around client activation and onboarding, but the client experience must operate as one connected journey. You will therefore work closely with the Head of Client Performance (Activation), with both roles expected to lean into each other's areas where the client outcome requires it.
The role requires the mindset and experience of a senior management consultant: able to move between strategy and execution, structure complex problems, facilitate senior stakeholders, challenge constructively and create momentum across organisational boundaries.
Key Responsibilities:
- Own the vision, design and delivery of PHMG’s transformation from Client Services to Partner Services
- Define the future Partner Services operating model, ensuring it creates measurable value for clients and the business
- Build and deliver a clear transformation roadmap, establishing priorities, ownership, investment requirements and measures of success
- Take an end-to-end view of the client journey, ensuring onboarding, activation and ongoing Partner Services operate as a connected experience
- Design a scalable Partner Services model that combines Partner Manager ownership, specialist expertise, technology, automation and proactive service
- Define how the client experience should vary according to client needs, value, complexity, product portfolio and maturity
- Establish how PHMG creates, demonstrates and increases client value through stronger engagement, product adoption, optimisation and specialist support
- Use client, commercial, operational and product insight to identify opportunities, prioritise improvements and measure the impact of transformation activity
- Develop and test new Partner Services propositions and commercial opportunities through structured pilots and evidence-led decision making
- Lead cross-functional transformation across Client Services, Product, Creative, Technology, Data, Operations, Finance, Sales and Commercial teams, creating alignment and accountability without relying on direct authority
Key Requirements:
- Experience in management consulting, transformation consulting, corporate strategy or a comparable enterprise transformation role
- Proven experience designing target operating models and leading complex, cross-functional transformation programmes
- Strong strategic, analytical and commercial capability, with experience translating strategy into practical implementation
- Experience developing business cases, transformation roadmaps and measurable success criteria
- Confidence influencing, facilitating and constructively challenging senior stakeholders across multiple functions
- Strong communication and problem-solving skills, with the ability to bring structure to ambiguity and operate effectively between senior-level strategy and operational detail
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:
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 management consulting, transformation consulting, corporate strategy, or a comparable enterprise transformation role
- Experience designing target operating models
- Experience leading complex, cross-functional transformation programmes
- Strong strategic, analytical, and commercial capability
- Experience translating strategy into practical implementation
- Experience developing business cases and transformation roadmaps
- Experience establishing measurable success criteria
- Ability to influence, facilitate, and constructively challenge senior stakeholders across multiple functions
- Strong communication and problem-solving skills
- Ability to structure ambiguity and operate between senior-level strategy and operational detail
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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