Client Services Manager

Client Ownership and Communication

• Act as the primary point of contact for a portfolio of top-tier accounts, owning day-to-day communication and senior stakeholder relationships.
• Respond to all client communication and provide proactive updates before the client has to ask for them.
• Run client meetings with a clear agenda and a clear purpose, making sure every call leaves the client with something of value.
• Lead quarterly business reviews with senior client stakeholders, connecting performance to their commercial objectives rather than to channel metrics alone.
• Build relationships beyond your single day-to-day contact, so that the account is not dependent on one person on either side.

Project Management and Delivery

• Own the delivery plan across every service line on your accounts, coordinating SEO, PPC, content, digital PR and development into one coherent campaign.
• Hold internal teams to deadlines, chase what needs chasing, and make sure work leaves us at the standard we expect.
• Keep scope, hours and deliverables under control, flagging over-servicing before it happens rather than after.
• Make sure reports and deliverables land on time and read as commercial insight rather than data dumps.
• Manage escalations calmly and quickly, with a clear plan and a clear owner attached to every issue.

Retention and Risk

• Carry accountability for retention across your portfolio.
• Track account health continuously and identify risk early, using engagement signals, performance trends and stakeholder changes.
• Escalate at-risk accounts internally before they reach crisis point, with a documented plan to recover them.
• Run structured account planning for every top-tier client, covering objectives, risks, relationships and growth opportunities.

Commercial Growth

• Know Absolute’s full service range well enough to recognise where a client has a need we can meet, and to make the case for it credibly.
• Identify and progress opportunities to increase scope, add service lines or extend contract terms across the portfolio.
• Work with the Managing Director and the Heads of department to shape and price proposals for existing clients.

Internal Leadership

• Act as the bridge between clients and delivery teams, protecting both the client outcome and the team’s ability to do good work.
• Brief internal teams clearly, so specialists start with context rather than a forwarded email.
• Feed client insight back into the wider agency, including sector trends, competitor activity and recurring points of friction.
• Contribute to improving the client journey, from onboarding through to renewal.
• Maintain accurate records of account activity, strategy documents, commercial terms and client communication in agreed systems.

• A track record of managing significant client relationships in a digital agency, consultancy or client-side marketing team, with retention and growth numbers you can speak to.
• Working knowledge of SEO and paid media. You do not need to run the campaigns, but you need to hold a credible conversation about strategy, performance and trade-offs without deferring every question to a specialist.
• Commercial literacy. You can read a client’s business, understand where revenue and margin come from, and connect our work to it.
• The presence and confidence to hold a room with senior stakeholders, deliver difficult messages and keep trust intact.
• Strong project management instincts, with the organisation to run multiple accounts and multiple service lines at once without dropping detail.
• A relationship builder. Delivery teams should want to work on your accounts, and clients should want you in the room.
• Evidence of spotting and converting upsell or cross-sell opportunities within an existing client base.
• Comfortable with data. Confident in GA4, Search Console, Looker Studio and platform reporting, and able to turn numbers into a clear commercial story.

• Experience with regulated sectors such as iGaming, financial services, legal or healthcare, and an understanding of what compliance means for marketing delivery.
• Experience managing accounts where both SEO and paid media sit under one retainer.
• Familiarity with how agencies are structured commercially, including where margin is made and lost on a retainer.
• Understanding of how AI search and LLM visibility are changing what clients expect from an agency.
• Experience of formal renewal or procurement processes with larger organisations.

• Base salary: £35-£45k
• Performance-related bonus linked to retention and portfolio growth
• Remote working, with expected travel for client visits

• Stage one: introductory call with the Managing Director.
• Stage two: formal interview covering account management, commercial thinking and channel knowledge.
• Stage three: scenario task, presenting an approach to a live at-risk or growth account.