Client support manager

Job Overview

Be the pivot point of liaison between our team and our long‑term website clients. Build and maintain ongoing professional working relationships with the UK's most significant and interesting cultural organisations., This integral role is to work with our clients and assist our team, supporting ongoing relationships and delivering digital projects for some of the UK's most significant (and fun) cultural sector clients.

You'll need to be both systematic and pragmatic, a tenacious completer who can work across multiple long‑term assignments, and calmly pick up short‑term tasks as they drop in. You'll need to be able to navigate between multiple communication channels to quickly triage and respond to client requests and situations in a timely manner. You'll be responding to requests, actively suggesting improvements, trouble‑shooting problems, setting up analytics, managing and interpreting data, negotiating budgets, checking‑in with developers and designers, updating clients and much more.

• We have a proven record meeting the highest standards of social and environmental impact
• You'll always be treated with respect and empathy. You'll work with your manager to keep learning in ways that suit you
• Funded monthly cultural outing with the team - in person (sometimes remote)
• Monthly breakfast briefings with leading figures from the sector
• Regular training sessions delivered by team members and guests
• Membership of the Arts Marketing Association with access to online resources
• Annual team discussion days - where we celebrate the past and play an active part in planning your future
• Occasional team dinners
• Recruitment referral bonus
• Cycle to work scheme
• Travelcard loans (interest free)
• Free tickets and opportunities to attend shows and client events
• A well stocked kitchen with cupboards full of fancy teas, coffee and biscuits
• The world's best portfolio of the nicest arts clients, Liaising with clients

• Being the regular contact and liaison point for many of our regular 'retainer' clients
• Building a professional working relationship with those clients
• Describing complex ideas with the confidence of jargon‑free language
• Responding to enquiries, understanding needs and providing reasoned responses – options, action plans, budgets and timelines (arrived at through experience and discussions with our team)
• Suggesting, assisting in scoping and mapping out requirements of new projects
• Being a hands‑on do‑er in areas such as snagging, testing and content entry
• Methodically problem‑solving issues and debugging website issues
• Using and interpreting Google Analytics data
• Setting up basic event tracking on Google Tag Manager
• Proactively looking for ways we can improve the ongoing working relationships we have with our clients
• Liaising with the team
• Liaising with the rest of the team to take action and ensure it is followed through at the standards we demand; providing or overseeing quality control before work is sent to clients
• Encouraging dialogue between developers and designers to ensure a clear shared understanding
• Providing a client perspective in ways that chime with our designers and developers
• Identifying opportunities and problem areas early so we can address them
• Looking out for areas of best practice and technical skills that we can adopt; liaising with others and make that happen
• An active team member
• Being an enthusiastic advocate of our approach, ethos and culture
• Maintaining and improving our systems: accurately recording time, following admin procedures, swiftly responding to requests from colleagues
• Working closely with your line‑manager: actively engaging in your personal development and supporting the development of others
• Recognising the diversity of the individuals within our team and making useful accommodations

• Highly organised tenacious completer, with a methodical approach and a meticulous eye for detail
• A multitasker who is happy working concurrently on multiple projects with multiple clients across multiple platforms
• Basic understanding of Google Analytics and Tag Manager (we will provide training to get you fully up to speed)
• Some working knowledge of content…