Client Delivery Manager

Company overview

We're a digital marketing agency specialising in financial services. We partner with financial services brands that want to challenge the market and grow - from building societies to Fin Techs - helping them compete and win through smart strategy, effective campaigns, and websites that perform.

We're a team of specialists who value accountability, problem-solving, and impact. We're investing in proprietary tech which supports our clients and streamlines delivery, and we're integrating AI into our workflows. This means we can focus on what matters: delivering excellent work for clients who trust us with their digital presence and marketing messaging.

We're looking for a Client Delivery Manager to own the day‑to‑day relationship with our digital clients, ensuring smooth delivery of website updates, enhancements, and support work, as well as managing full website builds.

This isn't a strategic account management role, nor is it a traditional project‑management position. It's the crucial operational layer between clients and our technical team – someone who keeps work flowing, problems solved, and clients confident that we've got things in hand.

You’ll manage a mixed portfolio: some clients have just a few hours of ad hoc work each month, others have larger ongoing requirements. Most communication is via e‑mail, but you’ll need to be comfortable picking up the phone when it matters.

You won’t be working in isolation. Our development team are here to support you with technical queries and will handle the complex technical work directly. Your job is to understand enough to ask the right questions, brief work clearly, and know when to bring others into client conversations. What matters is that you’re curious enough to learn, confident enough to ask questions, and collaborative enough to know when to bring in technical expertise.

This role reports to Emma Severn, Account Director.

• Proactively manage retainer utilisation – tracking hours, flagging issues, and suggesting ways clients can get value from their allocation
• Send regular reports showing what’s been delivered and what’s remaining
• Conduct regular check‑ins with clients to prioritise work and maintain relationships
• Be the first point of contact for queries and requests
• Test work to ensure it is error‑free before sending it back to the client

• Turn client briefs into clear, actionable tickets for developers and designers
• Use approved AI tools to streamline workflows, aid document creation, and improve communications
• Coordinate work across the team and attend stand‑ups to stay on top of what’s in flight
• Ensure developers are properly briefed and clients are updated when work is completed

• Manage invoicing in Xero with meticulous attention to detail
• Track project budgets and flag early when work is trending over budget
• Build towards autonomy in quoting additional work

• When something goes wrong, own it – don’t pass it to the client to solve
• Bring solutions, not problems
• Show empathy and urgency when clients are stuck

• 2‑3 years’ experience in a client‑facing role (agency, web development, or similar)
• Genuine interest in digital and websites – conceptual understanding of Word Press, plugins, APIs, and web architecture
• Excellent written and verbal communication
• Proficiency with AI tools for writing, research and planning
• Obsessive attention to detail, especially around invoicing and commitments
• Proactive mindset – you spot problems before they become crises
• Genuine people skills and curiosity about clients and their challenges
• Enthusiastic, positive outlook, you bring good energy to your team and clients
• A team player who celebrates shared wins and supports others when things get busy
• Takes pride in doing things properly, not just quickly

• Familiarity with Word Press
• Experience with Xero or similar accounting software
• Understanding of retainer‑based client relationships
• Exposure to agile/Kanban project management

Within your first six months, we’d expect to see:

• Clients consistently using their…