Head of Client

Role:
Head of Client Performance

Location:

Old Trafford, Manchester, M16 0PQ

Hours:

8.45am - 5.15pm (Monday to Friday)

Package:
Up to £90,000 OTE

As Head of Client Performance, your role is to lead the evolution of PHMG's client model, creating a Partner Services proposition that delivers greater client value, deeper product adoption and stronger long-term relationships.

This is a transformation leadership role. You will help define the vision for Partner Services, translate it into a practical operating model and lead the cross-functional change required to deliver it.

A separate transformation focus exists around client activation and onboarding, but the client experience must operate as one connected journey. You will therefore work closely with the Head of Client Performance (Activation), with both roles expected to lean into each other's areas where the client outcome requires it.

The role requires the mindset and experience of a senior management consultant: able to move between strategy and execution, structure complex problems, facilitate senior stakeholders, challenge constructively and create momentum across organisational boundaries.

• Own the vision, design and delivery of PHMG's transformation from Client Services to Partner Services
• Define the future Partner Services operating model, ensuring it creates measurable value for clients and the business
• Build and deliver a clear transformation roadmap, establishing priorities, ownership, investment requirements and measures of success
• Take an end-to-end view of the client journey, ensuring onboarding, activation and ongoing Partner Services operate as a connected experience
• Design a scalable Partner Services model that combines Partner Manager ownership, specialist expertise, technology, automation and proactive service
• Define how the client experience should vary according to client needs, value, complexity, product portfolio and maturity
• Establish how PHMG creates, demonstrates and increases client value through stronger engagement, product adoption, optimisation and specialist support
• Use client, commercial, operational and product insight to identify opportunities, prioritise improvements and measure the impact of transformation activity
• Develop and test new Partner Services propositions and commercial opportunities through structured pilots and evidence-led decision making
• Lead cross-functional transformation across Client Services, Product, Creative, Technology, Data, Operations, Finance, Sales and Commercial teams, creating alignment and accountability without relying on direct authority

• Experience in management consulting, transformation consulting, corporate strategy or a comparable enterprise transformation role
• Proven experience designing target operating models and leading complex, cross-functional transformation programmes
• Strong strategic, analytical and commercial capability, with experience translating strategy into practical implementation
• Experience developing business cases, transformation roadmaps and measurable success criteria
• Confidence influencing, facilitating and constructively challenging senior stakeholders across multiple functions
• Strong communication and problem-solving skills, with the ability to bring structure to ambiguity and operate effectively between senior-level strategy and operational detail

• Free Pure Gym 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…