Overview

This is a full-time leadership role reporting directly to the CEO. You'll lead our client partnership strategy — building deep relationships with senior client stakeholders (CMOs, MDs, C-suite) and ensuring client experience, retention, and strategic value delivery are consistently world-class. You will lead our Account Directors and Client Managers, owning the team structure, hiring, standards, and internal client leadership culture. You will run a structured cadence of strategic check-ins with senior client stakeholders every 3–4 months to ensure they feel supported, challenged, and engaged in a way that creates long-term loyalty, risk mitigation, and value expansion. You’ll also be accountable for commercial hygiene — managing aged debt risk, PO alignment, and scope boundaries in partnership with Finance and Ops. Most importantly, you’ll drive a culture of growth, retention, and client pride across the entire agency.

Key Responsibilities

• Strategic Client Partnerships
  • Own senior client relationships, particularly CMOs, MDs, and C-suite
  • Lead a regular 3–4 month cadence of strategic, non-operational check-ins with senior stakeholders
  • Use curiosity, commercial insight, and market intelligence to build trust and surface risk
  • Validate CTM's perceived value and positioning in every retained relationship
  • Create space for challenge, strategy, and honest dialogue that supports long-term partnership
• Client Team Leadership
  • Leadership of Account Directors and Client Managers
  • Own the structure, hiring, and development of the client-facing team
  • Define clear roles, responsibilities, and scorecards for success
  • Champion the quality of client-facing hires by working closely with our Head of People
  • Lead internal reviews on client health, risk, team performance, and relationship structure
  • Build a high-trust, high-accountability culture across the client function
• Client Experience & Retention
  • Champion and protect high standards of client experience across all accounts
  • Act as the escalation point for major client relationship concerns
  • Own the structure and rollout of Key Account & Engagement Plans for every retained client
  • Ensure every client and client team has aligned, trackable client OKRs
  • Drive proactive communication, expectation management, and satisfaction reviews
• Strategic Growth & Client Expansion
  • Identify opportunities to expand CTM's remit and unseat competing agencies within existing accounts
  • Position CTM's full range of capabilities and innovations to senior stakeholders
  • Partner with the CEO, Account Directors, and New Business team on cross-sell and upsell initiatives
  • Contribute to revenue growth through insight, relationship depth, and opportunity activation
  • Hold quarterly growth and retention targets across the retained base
• Commercial Stewardship
  • Monitor and address aged debt, billing issues, and PO compliance with Finance
  • Protect delivery margin through proactive scoping and expectation alignment, working in partnership with our SLT
  • Ensure client contracts, SOWs, and service levels are managed cleanly
  • Promote financial discipline and commercial awareness across the client team
• Client Planning & Internal Enablement
  • Embed Key Account Planning and client OKRs into our ways of working
  • Ensure every team member understands and aligns to the agency's growth and retention priorities
  • Represent the voice of the client across the SLT, Client Delivery teams, and planning sessions
  • Help translate client insight into proposition, process, and service improvements
• Strategic Leadership Responsibilities

KPIs & What We're Looking For

• Client Success & Satisfaction: Client NPS, CSAT, client retention, average client tenure, and engagement metrics
• Client Growth & Commercial Enablement: Revenue pipeline from retained accounts, renewals, cross-sell opportunities, and overall account growth

What You'll Get

• A senior leadership role reporting to the CEO
• Strategic input into how CTM retains, grows, and evolves client relationships
• Ownership of client team structure, experience, and commercial hygiene
• Salary: £65,000-£80,000 base, depending on experience
• Permanent, Full-time
• Bonus: Up to 15% annual performance bonus
• OTE: Up to £92,000 total package
• Equity: EMI share options offered after successful 6-month probation
• Hybrid working with flexibility and full trust

About Us

ClickThrough is a digital performance agency helping ambitious brands grow smarter and faster. We combine strategic thinking with hands-on delivery across SEO, paid media, UX, content, CRO, and AI to unlock sustainable growth. Our vision is to unleash the potential of people and brands by pushing boundaries in how we think, work, and grow. We’re a team of around 40 people, commercially sharp, values-led, and focused on delivering exceptional results. We partner with ambitious marketing leaders to deliver digital performance that’s strategic, joined-up, and measurable, and we’re proud of the long-term relationships we’ve built. We don’t just deliver digital—we build trust, challenge thinking, and bring clarity, helping brands unlock their next phase of growth. We create digital strategies that accelerate growth in conversions and performance through a 360 approach to marketing. Our proven experience, combined with our hunger for knowledge, passion for challenge, and dedication to data-led marketing drive us to deliver award-winning service and results.