Head of Client Management

Chicago, IL

$150k OTE

2018 Glassdoor Top 10 Work Culture and Leadership

2018 Chicago 'Best and Brightest Companies to Work For’

PHMG is the world's leading audio branding agency, uniting copy, voice and music to create inspiring productions for the likes of Audi, Adidas and Coca-Cola. Following our successful years in Chicago, we’re in continuous hyper-growth mode – and are currently one of Chicago's fastest growing media companies. With just reaching our 20th anniversary as a business, we’re launching our additional floor in our North American headquarters based centrally in Chicago next to the new flagship Apple store on North Michigan Avenue.

We are currently looking to recruit a Head of Client Management for our Chicago office. With our company being in hyper-growth, we are looking for a dynamic individual to take on this high-profile dual positon as a figure head of the new North American Team. You will work with both our US and Canadian clients to ensure a successful and smooth on-boarding process. Keeping up with our 98.5% client satisfaction rating you will work with the retention of our current clients as well as selling our service and inspiring your staff to do the same. By sharing your expertise and leading by example, you’ll ensure a seamless audio-branding experience for every client.

This individual will have a proven success story in a similar role as they will be heading up the team in our North American office. They will exemplify excellent interpersonal skills allowing fluid connection with clients of all positions and sectors. With their optimistic attitude they will form great connections with their team to encourage top performance and remain calm under pressure. Overall, this individual with be committed to delivering the highest standard of customer service and reconciliation.

Key Objectives:

• Deliver world-class customer service to all new clients and drive revenue performance through retaining clients
• Enhancing and developing the client journey for both customer experience and operational prospective
• Collaborate with clients to understand their brand and develop creative briefs
• Liaise with creative teams to ensure each production reflects the unique mantra of each business
• Manage the end-to-end recruitment process for all Client Services staff
• Motivate the team to excel and reach ambitious targets
• Coach and develop your team
• Define strategies and establish best working practice
• Manage own client base while overseeing those of your team members
• Ensure the CRM system is always updated effectively
• Achieve consistently outstanding results
• Enable the smooth-running of PHMG’s North American operations during period of growth
• Day-to-day management of Consultancy team for efficient service during initial client on-boarding
• Establish internal processes and solve complex problems
• Encourage internal relations to aid communication
• Develop strong operations foundation to deliver highest level of client satisfaction
• Establish a culture of continuous improvement
• This high profile role offers excellent career progression opportunities

Skills, knowledge and experience required:

• Proven success in a team-based customer service and sales role, preferably B2B with target-driven mentality
• Proven success in a Retention role
• Strong client management and account reconciliation skills
• The presence to act as a figurehead for staff
• A supportive approach to coaching and training
• The ability to remain calm under pressure
• The drive to meet ambitious targets and exceed KPIs
• The can-do qualities to inspire and motivate your team
• Meticulous attention to detail
• The foresight to prevent potential issues
• The creativity and confidence to introduce new ideas
• A constructive approach to problem-solving
• First-class verbal and written communication skills
• Superb organizational skills
• Performance management skills in coaching and conducting appraisals
• Excellent negotiation skills
• A proven ability to analyze processes, enact change, and think operationally and strategically to achieve business goals
• Strong multitasking and time-management skills
• A good knowledge of Microsoft and CRM application

Perks of working at PHMG:

• Autonomy to make key decisions and demonstrate your expertise
• Opportunity to build your own department and scale your career as our North American business expands
• 18 days PTO plus up to 8 federal holidays
• Medical, dental, vision and life insurance
• Ventra Transit Benefit program to save you up to 40% on your commuting
• 401 K with company matching
• Lucrative incentives and bonuses including trips to the UK and top tech prizes
• All-expenses paid company events in sought after venues
• Fundraising initiatives for local Chicago based charities through the PHMG Foundation
• Exciting social scene and lively atmosphere
• Dynamic offices with spectacular views of lake Michigan
• On-site barber to stay looking polished
• On-site bar with pool and ping pong tables
• President’s Club dinners every month at Chicago’s best restaurants
• Early finish incentives with half-day off on the day after your birthday
• Free on-site gym membership following promotion

About PHMG:

Since opening in the UK in 1998 PHMG has expanded all over the world and opened a North American headquarters in Chicago. Committed to having highest of quality of talent we are able to provide our world-class service.Blending an exclusive Brand-Sound-Track™, creative copy and world-class voice artistry, we develop audio brands that represent the distinct identity of each individual client, with each element entrusted to the industry’s finest writing, composition and voiceover talent. These inspiring productions replace the beeps or silence traditionally heard on-hold, connecting with a captive audience to engage listeners, encourage inquiries and create the most professional company image in this vital channel for consumer communication. As a proud member of the ICS, PHMG is committed to delivering world class customer service – and has earned an outstanding overall client satisfaction rate of 98.5%.

PHMG is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.