Client Service Manager

Overview

The Client Service Manager leads Tier 3 client relationships and supports delivery coordination across Tier 2 accounts. The role involves managing communications, tracking project deliverables, and ensuring a smooth client experience from project kickoff through to delivery. The Manager works closely with internal teams to clarify briefs and ensure clients feel informed and supported at every stage.

• Client Strategy & Relationship Management:
  Manages Tier 3 client accounts and supports Tier 2 engagements under the guidance of Senior Managers; acts as the main point of contact for assigned clients, ensuring smooth day-to-day communications and proactive updates; builds trust with clients by being responsive, organized, and solutions-oriented, especially during active project phases.
• Account Growth & Commercial Development:
  Identifies opportunities for repeat business or additional services based on understanding of client needs and engagement history; escalates growth opportunities to Senior Managers or Directors with context and supporting insights; prepares first drafts of scopes and proposals for returning clients in collaboration with internal teams.
• Client Delivery Governance:
  Ensures timely briefing, documentation, and tracking of deliverables; owns regular client check-ins during live projects, ensuring expectations are clearly set and updates are shared; supports project debriefs and feedback loops, helping track satisfaction and delivery alignment.
• Cross-Functional Collaboration:
  
  Works closely with Project Managers to ensure client briefs are clearly communicated and deliverables are on track; flags risks, delays, or client concerns early and helps coordinate appropriate responses; participates in project kickoff, midpoint, and wrap-up meetings as the CS representative.
• Team Leadership & Capability Development:
  Mentors Coordinators and junior team members in client etiquette, documentation quality, and service mindset; shares feedback with Senior Managers on process friction points and team development needs.
• Process & Tools Optimisation:
  Maintains CRM records, project documentation, and communication logs in an organized and consistent manner; supports testing and roll-out of new tools, templates, and workflows within the CS team; helps document common client questions or challenges to inform SOP development.
• Reporting, Feedback & Escalation Management:
  Keeps client satisfaction and project feedback up to date in Hub Spot or other CRM platforms; flags service issues or communication gaps to senior team members with clear documentation; tracks key account milestones and supports preparation of quarterly tiering review inputs.
• Hiring & Onboarding:
  Provides feedback during hiring process for Coordinator roles; assists in onboarding and training of new Coordinators by sharing role expectations and account context.

• 3-5 years in client-facing or agency coordination roles
• Hands-on experience managing day-to-day client communication
• Strong organizational and time management skills
• Skilled in briefing, documentation, and stakeholder follow-ups
• Basic understanding of project management principles
• Familiar with tools like Hub Spot, Google Workspace,
• Comfortable leading meetings and calls independently
• Strong problem-solving and multitasking ability
• Undergraduate degree preferred

• Salary: $70 to 90k per annum depending on experience
• Bonus Scheme: based on annual company performance
• Retirement Plan (401k)
• Health Care Plan (Medical, Dental & Vision)
• Gym membership
• Fantastic office environment in a nice location