Client Experience Director

Dubizzle Limited; Greater London; On-site; GBP 125,000 - GBP 150,000; Full time

Job description

WE'RE SLEEK. IT'S GOOD TO MEET YOU.

Founded in 2013 by Jennifer Davidson,we’reanindependently ownedexperience partner delivering world class events and experiencesfor some of the biggest brands, across the globe.

We partner with forward-thinking, ambitiousclients to create impact - whetherfora product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, sparkcollaboration, and unlock new opportunities for our clients.

Our approach has earned us places on both The Sunday Times 100 Fastest Growing CompanyList(#21) and the Business Leader Growth 500 list in 2025.We’realso proud to be recognised as a2025 Sunday Times and Campaign“Best Place to Work”. These accolades reflect somethingwe nurture; building success without compromising on people,purposeor standards. We call it‘growth without compromise’.

WHO WE ARE

Sleek is defined by a people-before-profit mindset. We celebrate individuality,sethigh standardsand believe purposeful leadership and exceptional work go hand in hand.Everyone here is self-motivated,curiousand committed to growing, regardless of seniority.We value people who take ownership,solve problems willingly,act onfeedback, and are comfortable operating in a fast-moving, high-standards environment.

Based inWimbledon, our HQis a bright,modernand collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunchbreaksandvisits fromtheoffice dogs.Beingproudly OfficeByDesign,we workfrom ourHQ four days a weekwithone work-from-home day, plusflexiblecore hours.This pattern is central to how we work.Weknow welearn and perform betterwhenwe’retogether – after all, our business isaboutbringing people together.

Our structure has beenconsciously designed to enable growth and invest heavily in team development.You’llfind Sleeka welcoming place for everyone, from those starting their careers to experienced specialists.We’recommitted to creating acommunitywhere you can do your best work and realiseyourpotential.

Wealso expect andwelcome candidates from all backgrounds and arehereto make reasonable adjustments throughout theinterview processwherever needed- just let us know.

ROLE OVERVIEW

Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek’s commercial, strategic, and growthobjectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts.

Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek’s senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure clientobjectivesare achieved, Sleek’s reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues whenrequired.

RESPONSIBILITIES

STRATEGIC ACCOUNT LEADERSHIP

• Own senior client relationships, long-termobjectives, and commercial outcomes across assigned accounts, aligned with Sleek’s wider client and growth strategy.

• Develop and deliver account plans that drive long-term value, retention, and growth.

• Lead strategic account reviews, using performance data and insights toidentifyopportunities for improvement and expansion.

• Represent Sleek at senior client meetings and key industry or client events as a brand ambassador.

• Drive innovation in client experience, ensuring Sleekremainsahead of industry trends and best practice.

CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT

• Build andmaintaintrusted, senior-level client relationships,operatingas a strategic advisor and primary escalation point.

• Maintain a deep understanding of each client’s business,objectives, and success criteria.

• Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience.

• Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance.

NEW BUSINESS & ACCOUNT GROWTH

• Lead on written RFIs(organic and net new,where assigned)and act as senior client liaison during pitch processes, up to and includingsuccessful handover to delivery teams(although often net new clients will remainin your portfolio).

• Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearlyestablished.

• Identifyand pursue organic growth opportunities within existing accounts, aiming to meet targetswhere and when they are set.

COMMERCIAL & FINANCIAL OVERSIGHT

• Oversee forecasting, financial planning, and commercial reporting for client accounts (via Growth Manager), balancing service excellence with profitability.

• Lead client negotiations on contracts, KPIs, scopes, and reporting requirements.

• Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting.

DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE

• Ensure projects are set up for success with clearobjectives, agreed scopes, realistic budgets, and aligned delivery teams.

• Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns whenrequired.

• Ensure consistent use of Sleek’s evaluation framework to define and measure success across projects.

• Attend post-project debriefs to capture learnings and improve future delivery.

• Collaborate with marketing to ensuretimelydevelopment of case studies and supporting assets.

DATA, MEASUREMENT & COMPLIANCE

• Ensure client data, reporting, and compliance requirements aremaintainedwithin Sleek systems (e.g. GM).

• Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience.

• In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients.

OTHER

• Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability.

• Develop an understanding of team skillsets and recommend team compositions aligned to client needs.

• Proventrackrecordofmanagingmultipleclientaccountsinaservicebusiness,preferablywith agency experience and a broad portfolio of clients

• A demonstrable understanding of, and creative approach to, client satisfaction,personalisationtechniquesand effective and enduring relationship management.
• Solid commercial reporting experience across a fast-paced portfolio of accounts with evidence of account growth and retention success.
• Dynamicapproachwiththeabilitytoanalyseaclient’sneedsandadaptaccordingly.
• Experienceofdeliveringexceptionalservicetodetail-orientedclientsinadeadlinedrivenenvironment.
• Capableofprocessoriginationandrollout.
• AhighlevelofcommunicationskillswithexperienceinC-Suitestakeholderliaison.
• Anaturalnetworkerwhocanspotopportunitiesandreachtherightaudienceeffectivelyand secure internal client referrals.
• Abilitytodeliverengagingpresentationsandbringthecreativity,valuesandworkofSleektolife.
• Literateinprocurementpracticesandcomplianceexpectationsforlarge,multinationalcorporateclients
• Strongtrackrecordofsuccessfullyguidingprojectteams,including leading highperformingpitchteams

BENEFITS

• 27 days holiday (plus UK public holidays).
• Additionaldays holiday for each year of service (capped at 3)
• Week-day birthdays off
• Charity day
• Pay Day early finish Fridays (15:00)
• Standard Pension Plan
• Fitness membership or gym contribution
• Tech scheme, cycle to work scheme, EV scheme
• Private health care (after 1 years' service)
• Learning and development programmes, including the Sleek Academy, new joinerbuddies, and external coaching programme
• Company social events inc. weekly office drinks and annual company offsite
• Opportunity to experience new destinations through Fam Trips