Client Care Director (North American Market)

PHMG; Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading audio branding company in Manchester is seeking a Client Care Director to enhance customer retention strategies. The ideal candidate will have B2B experience and excellent communication skills, providing exceptional service and managing client inquiries effectively. Benefits include gym membership, enhanced leave policies, and a vibrant workplace culture.

Benefits

Free PureGym membership after 3 months

Cycle to work scheme

23 days annual leave plus bank holidays

Additional half day off for birthday

Enhanced maternity, paternity, and adoption leave

Volunteer days for charity

Life insurance and critical illness cover

Company events

Career development linked to performance

Qualifications

• Previous experience in a B2B role.
• Ability to thrive in customer retention-focused environments.
• Self-starter with drive and ambition.

Responsibilities

• Handle inbound inquiries from clients.
• Provide world-class customer service.
• Manage a CRM database effectively.

Skills

Communication skills

Problem-solving

Negotiation

Attention to detail

Personal organisation

Tools

CRM software

Job description

Client Care Director (North American Market)

PHMG Greater Manchester, England, United Kingdom

Hours: Monday - Thursday (1pm - 10pm), Friday (1pm - 6pm) - 4.5 days per week

An exciting opportunity has arisen for a Client Care Director to play a crucial role in continuing our company’s success, acting as an advocate for our product in all communications. We’re looking for an individual with a background in either sales, account management or operations, who enjoys engaging with clients day-to-day to gather feedback and improve our service through updates and changes.

The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email – so excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self‑motivated and a highly skilled problem solver. You’re also an exceptional listener, ever empathetic to our clients’ needs while respecting our needs, too.

Responsibilities

• Taking inbound enquiries from clients who intend to cancel or review their subscription
• Providing world‑class customer service to maximise any opportunities to retain existing business
• Correctly identifying customer issues through effective questioning
• Providing solutions through quality communication, leading to a fast and efficient customer experience
• Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
• Managing a CRM database on a day‑to‑day basis

Skills, Knowledge and Experience Required

• Previous experience working in a B2B role
• Ability to thrive in an environment targeted towards customer retention and satisfaction
• Effective personal organisation; self‑starter with drive, ambition and creativity
• The ability to negotiate, coupled with excellent written and oral communication
• Excellent attention to detail and problem‑solving capabilities
• Ability to work under pressure with a constant positive outlook when being faced with complex client issues
• 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
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• 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

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.

This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.

Our prestigious client list includes global giants like Coca‑Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world‑class audio branding solutions.

For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.

Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?