This role is a vital part of ensuring the success, retention, and satisfaction of our clients by acting as their trusted advisor and primary point of contact. You will be responsible for monitoring client health, driving revenue growth, securing contract renewals, and maintaining strong, enduring relationships. You will possess excellent communication skills, a proactive approach to problem-solving, and a steadfast commitment to delivering exceptional service.

This role demands:

• Relationship & Retention Excellence: Outstanding communication and relationship-building skills to establish trust, safeguard client retention, and secure timely contract renewals.
• Attention to Detail: Meticulous attention to detail, ensuring complete accuracy and excellence across all client interactions, commercial agreements, and deliverables.

Duties & Responsibilities

Relationship Management

Act as the main point of contact for clients, delivering clear, professional, and timely communication that fosters trust and strengthens long-term partnerships.

Retention

Proactively manage the end-to-end renewal process for assigned accounts, ensuring contracts are renewed seamlessly, on time, and at the correct commercial rates.

Risk Management

Monitor account health to identify churn risks early, taking all necessary steps to maintain high client satisfaction and maximise retention.

Sales Growth Opportunities

Actively identify opportunities to upsell additional services to existing clients  to maximise value and foster long-term growth.

Proactive Problem Solving

Anticipate potential challenges or issues, responding with innovative and effective solutions to maintain client satisfaction and account success.

Goal Alignment

Conduct regular touch point  meetings with clients to fully understand their goals and objectives, ensuring we remain  aligned with their evolving priorities.

Operational Management

Maintain comprehensive visibility into client communications and activities, ensuring all meetings are followed up with detailed notes, actionable items, and measurable outcomes.

Account Accuracy

Oversee the accuracy of all invoicing and ensure client accounts are kept up to date, resolving any discrepancies promptly and efficiently.

Stakeholder Engagement

Establish and maintain regular communication at all levels of the client’s organisation, including conducting quarterly updates with key stakeholders such as owners or senior managers.

Department KPIs

• Align goals to business overarching goals/objectives 
• Support the departmental goals.  Develop and agree on and achieve set objectives.

Personal Development

Identify and agree personal development needs, and take actions to address these.

Requirements

• Strong attention to detail and a demonstrated commitment to delivering high-quality work in all aspects of client management.
• Analytical mindset with the ability to interpret performance data and act on insights to drive positive outcomes.
• Exceptional communication and interpersonal skills, with the ability to build trust and rapport at all levels of an organisation.
• Proven ability to identify and capitalise on growth opportunities within existing client portfolios.
• Highly organised and resourceful, with the ability to manage multiple client accounts effectively and efficiently.
• Proactive and solution-focused approach to addressing client challenges and enhancing their overall satisfaction.

Core Competences, Skills and Personal Attributes

• Strong communication skills, both written and verbal
• Strong presentation skills
• Strong workload management and prioritisation skills
• Well presented, well spoken, articulate and professional
• Determined, driven and willing to learn
• Supportive and ability to mentor others
• Skilled at working across departments and leveraging relationships to achieve shared goals
• Commercially focussed and results orientated
• Ability to generate new ideas
• Ability to overcome challenges

Benefits

• Unlimited paid holidays - yes, that's not a typo!
• Hybrid working
• Medicash Cash Plan – covering everything from medical support, massages, optical, dental, a discounts platform, and extras like SkinVision and digital physiotherapy. Cash back up to £995 per year, completely paid for by us!
• Employee Assistance Programme – access to mental health support, financial and legal guidance, and wellbeing resources
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Pension scheme to help you save for the future
• Cycle to work scheme
• EV Car scheme - your choice of The Electric Car Scheme or Octopus
• Discounts across our brands
• Training & development

Our Values

We champion our clients
We believe in every retailer's potential to succeed online and celebrate each milestone of their journey with them.

We are one team
We believe in the power of collaboration - within our teams and with our clients. Together, there’s nothing we can’t achieve.

We create change
The future of eCommerce is always evolving. Where others see uncertainty, we see an opportunity to lead.

We care about what matters
We are committed to making the world a little brighter and doing what’s best for our people, our community, and our planet.

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce agencies, we’d love to hear from you.

A little formality… by applying, you implicitly consent to us processing your personal data for review for this vacancy only.

Talent Hunter Referral Bounty - £250

Help us find the right talent to join our team, and get a handsome reward in return. It couldn’t be easier - if you know someone that could be an ideal candidate, either refer them directly to us or simply ask them to include your details as the referer when they apply. If they land the job with us as a direct result of your referral, you get the bounty!

___

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.