Senior Client Manager

Senior Client Manager

XCM - Horizon

Overview

The primary purpose of this role is to manage and strategically develop a portfolio of clients across multiple industries, creating roadmaps focused on growth, actionable insight, and measurable business transformation. You will lead client discussions and presentations across projects including data, CDP, analytics, insight, and CRM, translating complex data into clear strategic recommendations that deliver commercial impact. Working closely with clients and internal teams, you will oversee day-to-day account management, ensuring seamless delivery of both BAU and bespoke projects aligned to client objectives. Acting as the internal voice of the client, you will build and maintain strong senior relationships while using your technical expertise to help clients maximise the value of the Horizon platform and identify opportunities for business growth, operational improvement, and strategic change.

What You’ll Be Responsible For

• Own senior client relationships and day-to-day account leadership, acting as a trusted advisor and primary point of contact for assigned clients, independently managing communications, project progress, priorities, and expectations to ensure exceptional service delivery.
• Work closely with the Client Strategy Director to support the development and execution of strategic account plans, identifying opportunities to expand partnerships, increase commercial value, and strengthen long-term client engagement.
• Own and progress client roadmaps across assigned accounts, collaborating with internal teams and senior stakeholders to ensure initiatives are insight-led, commercially focused, and aligned to clients’ strategic priorities and growth objectives.
• Lead regular client meetings, project updates, and strategic reviews, ensuring all actions, deliverables, risks, and dependencies are proactively managed and delivered within agreed timelines.
• Maintain and deliver high-quality client documentation and presentations, using strong PowerPoint and Excel skills to communicate insights, strategic recommendations, project progress, and commercial opportunities effectively to senior stakeholders.
• Manage workload and priorities independently, balancing multiple client projects and deadlines while ensuring all contracted service levels are met and delivery standards remain consistently high.
• Provide senior internal stakeholders with clear visibility of client performance, opportunities, risks, and issues, enabling informed decision-making and proactive account development.
• Support accurate commercial and operational reporting, ensuring all account documentation is complete, transparent, and maintained to a high standard on a regular basis.
• Identify opportunities to enhance client performance through improved use of data, CRM strategy, and insight capabilities, helping clients maximise return on investment from the Horizon platform.
• Contribute to continuous improvement within the Client team, sharing best practices, mentoring junior team members where appropriate, and helping to elevate overall client delivery standards.

What We’re Looking For

• Strong experience in B2C Data Analytics and Marketing.
• Demonstrates strong executive presence and confidence in client-facing environments, with the ability to lead meetings, command credibility with senior stakeholders, influence discussions, and drive strategic outcomes.
• Significant experience in professional client relationship management, with a proven track record of managing, developing, and growing senior client relationships while delivering exceptional service and measurable value.
• Experience managing Enterprise and Key Accounts, including navigating complex stakeholder environments, strategic account planning, and supporting large-scale commercial partnerships.
• Demonstrated ability to work directly with senior leadership teams and executive stakeholders, building trust and influencing strategic decisions.
• Understanding of Customer Data Platforms (CDPs) and how they support customer engagement, personalisation, and business growth.
• Strong understanding of customer marketing communication channels and how they work together to drive customer outcomes.
• Good understanding of data modelling, CRM principles, and customer data strategy.
• Strong experience interpreting data analysis and translating insights into actionable recommendations and strategic direction.
• Adequate knowledge and understanding of the Data & CRM industry.
• Proven experience managing multiple concurrent projects, priorities, and stakeholders in a fast-paced commercial environment.
• Highly organised, self-motivated, and confident in managing workload and priorities independently.

Ideal Characteristics

• Experience working within a fast-paced agency or consultancy environment.
• Strong ability to manage and influence stakeholders at all levels, including senior decision-makers and executive leadership.
• Highly organised with the ability to manage multiple projects simultaneously while maintaining exceptional attention to detail and delivery standards.
• Strong commercial awareness with the ability to identify growth opportunities and proactively drive client value.
• Excellent problem-solving skills, with a proactive and solutions-focused approach to overcoming challenges and delivering successful outcomes.
• Excellent written and verbal communication skills, with confidence presenting insight-led recommendations and strategic plans to senior audiences.
• Enthusiastic, proactive, and adaptable, with a positive attitude and a strong sense of accountability.
• Comfortable working independently while collaborating effectively across teams and departments.
• Strong leadership presence, demonstrating ownership, credibility, and professionalism in all client and internal interactions.

Technology exposure should include:

• CDP Exposure ideal either from client side or agency
• Marketing delivery solutions exposure ideal
• Strong analytics/ BI exposure across any system

What Success Looks Like

• Maintain all client relationships and contract
• Deliver outstanding value to clients and help drive them forward, tying back revenue to ideas

Why This Role Is Exciting

• Wide variety of projects across a core set of key clients with unlimited scope of where the next 6 to 12 months might lead with a client
• Work in a fast paced team that drives clients and each other forward
• Opportunity to be at the forefront of AI integration use cases with clients