Client Services Manager (North American Market)

PHMG • Manchester, NH

111d • £38,500 - £60,000

About The Position

As a Client Services Manager, you will lead a specialist team focused on supporting and retaining our North American client base. You will be responsible for driving team performance while managing your own condensed base of clients, enhancing the client experience, and supporting the strategic direction of the business. Through hands-on coaching, analysis of client needs, and the implementation of targeted initiatives, you will play a critical role in developing your team and contributing to long-term client success and growth.

Requirements

• Experience in a team leadership, coaching, or supervisory role within a client services or customer experience environment
• Strong interpersonal skills and the ability to develop rapport with clients and colleagues alike
• Proven ability to analyse performance trends and translate insights into practical actions
• A proactive and solution-focused mindset with a keen eye for continuous improvement
• Comfortable managing escalations and balancing client satisfaction with business priorities
• Excellent communication skills and a collaborative approach to team leadership

Responsibilities

• Managing a condensed base of clients, focusing on engagement, risk mitigating and identification of growth opportunities, demonstrating a hands-on leadership approach to the wider team
• Providing guidance, support, and coaching to team members to enhance individual and team performance
• Acting as a key escalation point for day-to-day issues, ensuring prompt and satisfactory resolution
• Maintaining strong and proactive relationships with clients, ensuring service delivery is aligned with their evolving needs
• Driving team performance against defined KPIs and metrics aligned with departmental and organisational goals
• Fostering a positive team culture centred on accountability, collaboration, innovation, and continuous improvement
• Identifying learning and development needs within the team and working collaboratively with the Head of Engagement to create structured plans for improvement
• Providing regular coaching, mentoring, and support to encourage professional growth and progression
• Promoting a collaborative environment that supports knowledge-sharing and cross-functional learning
• Working closely with Client Insights and Reporting to help identify performance risks within the team

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services