Job Description

Are you a proactive and dynamic professional looking for an opportunity to develop your career in a full-service digital marketing agency?

Are you passionate about building strong client relationships, delivering outstanding service, and driving long-term business success?

If the answer is yes, then we want to hear from you!

About Us

ICAAL is an award-winning, full-service creative agency located in beautiful Grade 2listed offices in Southampton's city centre.
We are looking for a talented and motivated

Client Experience Manager

to join our award-winning agency. Reporting to the

Client Experience Director

and

Senior Management Team

, you will play a crucial role in ensuring client satisfaction, retention, and growth. You will be responsible for managing a portfolio of client accounts, understanding their needs, and ensuring that our services consistently exceed expectations.

We pride ourselves on offering a healthy work/life balance, a supportive working environment, and a fantastic team culture. Our commitment to training and development ensures career progression and job satisfaction.

This in-office role will integrate you into a successful and forward-thinking company that actively invests in its people, equipment, and premises.

Key responsibilities

Support the Client Experience Director in client campaign performance and client satisfaction. Work closely with Account Managers and Campaign Leads for a portfolio of clients, fostering strong relationships and ensuring satisfaction. Work closely with the Client Experience Director to develop and implement client success strategies. Coordinate with internal teams (SEO, PPC, Social Media, Graphic Design, Telemarketing and Development) to ensure seamless execution of client campaigns. Provide hands on support where possible. Attend client and internal meetings to discuss performance, objectives, and strategic recommendations. Monitor and report on key performance indicators (KPIs) such as client retention, campaign success, and revenue growth. Identify opportunities for upselling and cross-selling additional services based on client needs. Manage client feedback and proactively address any concerns to maintain a high level of service quality. Negotiate solutions to maintain a high level of client retention. Develop and deliver insightful reports that provide clients with a clear understanding of campaign performance and areas for improvement. Maintain client retention and experience CRM. Stay up-to-date with industry trends, best practices, and competitor activity to provide informed recommendations to clients. Identify opportunities for individual training and account growth. Provide high-level strategic guidance to campaign leads, ensuring a focus on outcomes over outputs, the full customer journey and alignment with the wider marketing mix.

Skills and Experience Required:

Proven experience in a client-facing role within a digital marketing agency or similar environment. Strong communication, presentation, and interpersonal skills. Ability to build and maintain strong client relationships. Excellent problem-solving skills and the ability to think strategically. Strong organisational and time-management abilities, with the capability to handle multiple accounts and deadlines. Experience in digital marketing, including SEO, PPC, social media, content marketing, and analytics, is a plus. Proficiency in Microsoft Office and CRM tools. A proactive attitude with a passion for delivering excellent client service.

Personal Attributes:

Desire to progress and develop within a client-focused role. Confidence in decision-making and ability to work independently. A strong team player who thrives in a collaborative environment. Analytical mindset with a keen eye for detail. Comfortable liaising with clients both virtually and in person. A results-driven approach with a focus on client success and satisfaction.

Benefits:

Attractive pension opportunity Beautiful Grade II listed offices in central Southampton
Historic location in Southampton's Old Town centre Close to central train station, local shops, cafes, and restaurants 23 days holiday plus bank holidays Training and development opportunities Opportunity to gain industry accreditations Comprehensive career progression plan Latest equipment and technology Company sick pay Flexible working lunches Staff welfare initiatives and company events Free on-site parking Perkbox discount scheme

Why Work for Us?

Fantastic Remuneration and Benefits Package -

From 30,000 per annum, 23 days paid holiday plus 8 bank holidays, enhanced company sick pay and an attractive pension opportunity

Professional Development

- Enhanced training and development program with in-house training, personal development plan with industry accreditations and certifications, career progression plan, and industry learning days.

Work Environment

- Beautiful Grade 2 listed offices in central Southampton, spacious and air-conditioned workplace, excellent transport links, and a vibrant location near retail and hospitality hubs.

Staff Wellbeing

- Free onsite parking, exciting social events calendar, well-stocked fridges and cupboards with free teas, coffees, cold drinks, and healthy snacks. Free Perkbox discount scheme membership with 100s of discounts from leading brands including department stores and fashion brands.

How to Apply

To apply, please send your covering letter and CV. Please note that this is a full time, in-house position in our Southampton offices.

Our Interview Process

1. Telephone

We will review your application and a member of our team may contact you to discuss your application further.

2. Assessment

We may ask you to complete a short copywriting task and follow up with an interview or arrange an assessment day at our offices.

3. Offer

We'll call you shortly after the assessment day/interview to let you know whether you have been successful or not.

Join us at

ICAAL and take the next step in your career by becoming a key player in our

Client Experience Team. If you're ready to make an impact and help drive client success, apply today!

Job Types: Full-time, Permanent

Pay: From 30,000.00 per year

Benefits:

Additional leave Company events Company pension Free parking On-site parking Sick pay Store discount
Ability to commute/relocate:

Southampton SO14 2AL: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person