The Role

We're looking for an Client Services Manager to own client relationships and be the bridge between our clients and our delivery teams. This isn't a hands-on-keyboard campaign management role — it's about being the person our clients trust, rely on, and want to speak to.

You'll manage a portfolio of client accounts, ensuring they feel looked after, well-informed, and confident in the work we're doing for them. You'll translate their business goals into clear briefs for our Paid Media, Creative, and CRM teams, and make sure everything lands on time and to standard.

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for a portfolio of clients — you're their person at SocialTap
• Build genuine, trusted relationships and become an extension of the client's team
• Own and run weekly client calls — set the agenda, lead the conversation, manage actions and follow-ups
• Understand each client's business, goals, and challenges — not just their ad accounts
• Handle client queries and requests with speed and professionalism
• Proactively bring ideas, insights, and opportunities to your clients — don't wait to be asked
• Manage expectations around timelines, deliverables, and results

Coordination & Delivery

• Translate client objectives into clear, actionable briefs for the Paid Media, Creative, and CRM teams
• Ensure work is delivered on time, on brief, and to a high standard
• Coordinate the compliance and approval process for ad creatives, landing pages, and CRM content
• Chase progress internally and keep clients updated without them having to ask
• Flag risks, blockers, or delays early and come with solutions

Reporting & Commercial Awareness

• Prepare and present weekly and monthly performance reports in a way clients actually understand
• Work with the media team to translate data into clear narratives and recommendations
• Contribute to Quarterly Business Reviews — building decks, presenting results, and proposing forward strategy
• Track KPIs against client targets and escalate underperformance early
• Identify upsell and cross-sell opportunities within your accounts

Internal Collaboration

• Work closely with the Account Director to develop account strategies and growth plans
• Be the voice of the client internally — share feedback, context, and priorities with the wider team
• Attend and contribute to internal planning sessions and team meetings
• Keep ClickUp up to date with tasks, deadlines, and status

Requirements

Essential

• 4+ years' experience in an Account Manager, Client Manager, or Client Services role within a digital marketing or advertising agency
• A natural relationship builder — clients love working with you
• Excellent communication skills — written and verbal — with the confidence to lead client calls and present to senior stakeholders
• Highly organised with strong attention to detail and the ability to manage multiple accounts without dropping balls
• Commercially aware — you understand how agency revenue works and can spot growth opportunities
• Comfortable interpreting performance data (CPL, CPA, ROAS, CTR) even if you're not the one pulling the levers
• Proficiency in Google Workspace (Sheets, Slides, Docs)

Desirable

• Experience in the automotive, finance, or lead generation sectors
• Familiarity with Meta Ads and/or Google Ads (understanding, not necessarily hands-on management)
• Experience with project management tools (ClickUp, Asana, Monday, etc.)
• Understanding of CRM marketing (email and SMS campaigns)
• Experience building or contributing to QBR presentations

Personal Qualities

• People-first — you genuinely enjoy building relationships and making clients feel valued
• Commercially minded — you understand that great client relationships drive retention and growth
• Calm under pressure — agency life moves fast and clients have high expectations
• Naturally curious — you ask the right questions and dig into the detail
• Accountable — you own your accounts and follow through on every commitment
• Team player — you thrive in a collaborative environment and lift others up

What We Offer

• Up to £40k salary (dependent on experience)
• 25 days holiday + bank holidays
• Your birthday off
• 2-hour "life admin" slot every month
• £1,000 annual personal training & development budget
• Flexible working — 3 days in the office, choose your start time between 8–10am
• Official Meta Business Partner environment — access to cutting-edge tools and beta features
• The opportunity to work with exciting, high-growth clients
• Professional development and career progression as the agency grows
• A close-knit, ambitious team that values quality, initiative, and results