Client Delivery Manager

About Creode

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 FinTechs - 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.

The role

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 email, 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.

What you'll be doing Client relationship management

• 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
• Testing work to ensure it is error free before sending it back to the client

Delivery coordination

• 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

Commercial accuracy

• 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

Problem ownership

• 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

What we're looking for Essential:

• 2-3 years' experience in a client-facing role (agency, web development, or similar)
• Genuine interest in digital and websites - conceptual understanding of WordPress, 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

Desirable:

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

What success looks like

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

• Clients consistently using their retainer hours effectively
• Accurate invoicing that maintains strong client relationships
• Smooth coordination between clients and the technical team
• Proactive identification and resolution of issues before they escalate
• Strong working relationships with clients built on trust and reliability

What we offer

• Hybrid working: Tuesday and Wednesday in the office (moving to Tuesday, Wednesday, and Thursday)
• Holiday: 25 days plus bank holidays
• Benefits: Private healthcare, pension contribution, performance-related bonus scheme
• Development: Professional development budget and training support
• Clients: Work with interesting financial services brands (building societies, fintechs, insurance, wealth management)
• Team: Small team environment where you can make a genuine impact
• Technology: Modern tech stack and AI-first workflows

Vision, Mission, and Values Our Vision: Where we're going

"To be the go-to partner for financial services brands that want to challenge the market and grow."

Our Mission: What guides us today

"We help turn financial services brands that want to challenge the market into category leaders, through creative thinking, smart technology, and campaigns that deliver."

Our Values: How we work Be Accountable

• Take responsibility for outcomes, not just outputs
• See the bigger picture - budget, timeline, goals
• Communicate with honesty and transparency
• When things go wrong, we fix them

Solve Problems

• Clients need solutions, not just services
• Use insight and experience to find opportunities
• Bring answers, not just questions
• Tackle challenges head-on

Have Impact

• Focus on work that moves the needle
• Measure what matters
• Build client success and agency reputation
• Contribute to team and business growth

Grow Our People

• Invest in learning, development, and clear career paths
• Give feedback with honesty, kindness, and intent to improve
• Create an inclusive, supportive, and high-performing environment
• Champion diversity of thinking, backgrounds, and experience

Show Up for Each Other

• Value people over process, always
• Foster trust, psychological safety, and collaboration
• Support wellbeing, balance, and long-term sustainability
• Take care of each other, especially when things get tough

Give Back

• We're part of something bigger than ourselves
• Support communities where we work and live
• Use our skills to create a positive social impact
• Champion causes and organisations that align with our values

Living our values

In client work: Our values drive every client interaction - from taking ownership of project outcomes to solving complex challenges and ensuring every piece of work delivers measurable impact.

In team culture: These aren't just words on a page. They define how we collaborate, communicate, and support each other. Every team member contributes to living these values daily.

In growth: Our commitment to these values helps us grow as individuals and as an agency. They guide our decisions, shape our culture, and drive our success.

How to apply

Send your CV and a cover letter to careers@creode.co.uk explaining:

1. Why this role appeals to you specifically (not just "I'm passionate about digital")
2. An example of a time you proactively solved a client problem before it escalated
3. How you currently use (or would use) AI tools in this type of role

We'll be reviewing applications on a rolling basis, so apply early if you're interested.

Questions about the role? Contact Emma Severn at emma.severn@creode.co.uk

Creode is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.