Client Services Manager

About Us

Founded in 2008, Absolute Digital Media is a specialist UK digital marketing agency working in regulated and competitive industries including iGaming, financial services, legal, healthcare, adult content and cryptocurrency. We have won 175\+ industry awards and maintain a 97% client retention rate.

We are not a generalist agency. We focus on sectors where compliance, technical expertise and aggressive competition demand specialist knowledge, and we are building our position in LLM optimisation and AI search as an agency built for where search is going, not where it has been.

The Role

As Client Services Manager, you own the relationship with our top\-tier accounts. You are the person the client calls, the person who knows their business inside out, and the person accountable for whether they stay, grow and advocate for us.

This is not a reporting or note\-taking role. You are expected to sit inside the client's world, understand how their business actually makes money, and make sure the work our SEO and paid media teams deliver is pointed squarely at the KPIs their team cares about.

You work across the whole agency, coordinating SEO, PPC, content, digital PR and development so that clients experience one joined\-up team rather than a set of separate workstreams. You will be trusted with our most valuable relationships, and the commercial performance of that portfolio sits with you.

In a nutshell:

Retain and grow a portfolio of Absolute's highest\-value accounts. The measure of success is a client base that renews and expands scope.

Key Responsibilities

Client Ownership and Communication

• Act as the primary point of contact for a portfolio of top\-tier accounts, owning day\-to\-day communication and senior stakeholder relationships.


• Respond to all client communication and provide proactive updates before the client has to ask for them.


• Run client meetings with a clear agenda and a clear purpose, making sure every call leaves the client with something of value.


• Lead quarterly business reviews with senior client stakeholders, connecting performance to their commercial objectives rather than to channel metrics alone.


• Build relationships beyond your single day\-to\-day contact, so that the account is not dependent on one person on either side.

• Own the delivery plan across every service line on your accounts, coordinating SEO, PPC, content, digital PR and development into one coherent campaign.


• Hold internal teams to deadlines, chase what needs chasing, and make sure work leaves us at the standard we expect.


• Keep scope, hours and deliverables under control, flagging over\-servicing before it happens rather than after.


• Make sure reports and deliverables land on time and read as commercial insight rather than data dumps.


• Manage escalations calmly and quickly, with a clear plan and a clear owner attached to every issue.

• Carry accountability for retention across your portfolio.


• Track account health continuously and identify risk early, using engagement signals, performance trends and stakeholder changes.


• Escalate at\-risk accounts internally before they reach crisis point, with a documented plan to recover them.


• Run structured account planning for every top\-tier client, covering objectives, risks, relationships and growth opportunities.

• Know Absolute's full service range well enough to recognise where a client has a need we can meet, and to make the case for it credibly.


• Identify and progress opportunities to increase scope, add service lines or extend contract terms across the portfolio.


• Work with the Managing Director and the Heads of department to shape and price proposals for existing clients.

• Act as the bridge between clients and delivery teams, protecting both the client outcome and the team's ability to do good work.


• Brief internal teams clearly, so specialists start with context rather than a forwarded email.


• Feed client insight back into the wider agency, including sector trends, competitor activity and recurring points of friction.


• Contribute to improving the client journey, from onboarding through to renewal.


• Maintain accurate records of account activity, strategy documents, commercial terms and client communication in agreed systems.

• A track record of managing significant client relationships in a digital agency, consultancy or client\-side marketing team, with retention and growth numbers you can speak to.


• Working knowledge of SEO and paid media. You do not need to run the campaigns, but you need to hold a credible conversation about strategy, performance and trade\-offs without deferring every question to a specialist.


• Commercial literacy. You can read a client's business, understand where revenue and margin come from, and connect our work to it.


• The presence and confidence to hold a room with senior stakeholders, deliver difficult messages and keep trust intact.


• Strong project management instincts, with the organisation to run multiple accounts and multiple service lines at once without dropping detail.


• A relationship builder. Delivery teams should want to work on your accounts, and clients should want you in the room.


• Evidence of spotting and converting upsell or cross\-sell opportunities within an existing client base.


• Comfortable with data. Confident in GA4, Search Console, Looker Studio and platform reporting, and able to turn numbers into a clear commercial story.

• Experience with regulated sectors such as iGaming, financial services, legal or healthcare, and an understanding of what compliance means for marketing delivery.


• Experience managing accounts where both SEO and paid media sit under one retainer.


• Familiarity with how agencies are structured commercially, including where margin is made and lost on a retainer.


• Understanding of how AI search and LLM visibility are changing what clients expect from an agency.


• Experience of formal renewal or procurement processes with larger organisations.

• Base salary: £35\-£45k


• Performance\-related bonus linked to retention and portfolio growth


• Remote working, with expected travel for client visits

• Fully remote working in the UK (opportunities to work from anywhere within Europe – exceptions apply).


• Free Private Medical Health Insurance (with cash back option on Vision \& Dental care \& 40% off Nuffield Health gym Membership)


• Companywide Christmas shutdown \- 3 additional paid days leave over the Christmas period.


• Company Pension Scheme.


• Opportunities to progress if you’re up for the challenge.


• Training sessions galore across multiple disciplines.


• Opportunities to speak at industry events and conferences if you want to.


• A library, where you can select a book of your choice and we will send it to you for free.


• A birthday gift and the afternoon off on us.


• Extra treats on your work\-versary (annually)


• Early finish on the last Friday of every month.

At Absolute Digital Media, diversity and inclusion are central to our values. We believe a representative team creates better digital marketing services and makes us stronger as a business.

We seek to attract and recruit people who reflect the diverse nature of our clients and communities, regardless of sexual orientation, gender identity, ethnicity, nationality, faith or belief, social background, age and disability. We select candidates based on skills, knowledge, qualifications and experience.

Process

• Stage one: introductory call with the Managing Director.


• Stage two: formal interview covering account management, commercial thinking and channel knowledge.


• Stage three: scenario task, presenting an approach to a live at\-risk or growth account.

Pay: £35,000\.00\-£45,000\.00 per year

Benefits:

• Company pension


• Private medical insurance


• Work from home

• Do you have the Right to Work in the UK with no restrictions?


• Will you now or in the future require Sponsorship to work in the UK?


• Are you comfortable working in a Remote setting?


• Please briefly summarise what appealed to you about this role?

• Client Management in a digital agency: 3 years (required)

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