Client Delivery Lead

2 days ago

Liverpool, Liverpool, United Kingdom Passion. Full time

Job Title

Client Delivery Lead

Salary

From £45k per annum

Mission

Protect the founders from operational noise. Stabilise delivery. Lead client communication. Hold the team accountable and raise the quality bar.

Role Purpose

Own client relationships at a senior level. Lead account managers and specialists across video, social, paid media, seo, cro, and web. Remove blockers. Enforce process. Create predictable delivery. Ensure clients feel supported without involving founders unless necessary.

Core Responsibilities

Client Leadership

  • lead key client touchpoints where needed
  • set expectations early and clearly
  • manage escalations without passing noise to founders
  • ensure reporting is structured, accurate, and on time
  • review performance across video, paid, seo, cro, socials, web
  • create a consistent communication tone across all clients

Internal Delivery Management

  • run weekly internal delivery meetings
  • track deadlines across all departments
  • raise red flags early
  • ensure every project has clear owners, briefs, and timelines
  • standardise feedback loops between clients and departments
  • enforce process across trello, , dropbox, agency analytics

Team Management and Ops

  • hold videographers accountable for quality and speed
  • hold paid, web, seo teams accountable for accuracy and output
  • coach social on stronger client comms and briefing structure
  • support performance marketing with project clarity and client expectations
  • manage capacity planning and resourcing
  • identify skill gaps
  • implement performance standards

Founder Shielding

  • stop low-level issues reaching ben or reece
  • filter incoming requests before they hit the team
  • make decisions independently wherever possible
  • manage difficult conversations with confidence and calm

Authority Level

The role sits directly below founders.

Authority over:

  • account management
  • creative delivery schedules
  • client prioritisation
  • escalating and resetting expectations
  • quality control sign-off for video, paid, seo, and web delivery

Not responsible for:

  • deep technical execution in paid, seo, or web
  • creative direction (reece + ben retain that)

Required experience

  • strong background in agency client services
  • confident managing performance teams and creatives
  • understands paid media, seo, cro, and content at a high level
  • experience resetting client relationships
  • experience managing a mixed team of specialists
  • proven ability to create structure inside messy environments
  • emotionally intelligent and steady under pressure

Personality and Behaviour

  • assertive but calm
  • confident with boundaries
  • enjoys solving problems quietly
  • low ego
  • organised
  • doesn't shy away from difficult conversations
  • pushes quality
  • protects the team but doesn't excuse poor performance

Day-to-day examples

  • joins a client call, resets expectations, takes heat off the team
  • spots a delivery risk and fixes it before it becomes a problem
  • moves a videographer to another project without founder involvement
  • filters noise from slack and trello so the team works with clarity
  • makes sure rob, adam, tom, and kelsey deliver to a standard
  • reports monthly performance in a clear, concise format
  • handles all client issues before they reach you

Technical meeting support

  • join all performance calls (ppc, seo, cro, web) alongside the relevant specialist
  • drive the agenda, manage the client, keep the conversation on track
  • capture actions in real time and convert them into trello tasks and deadlines
  • follow up internally and externally until every action is closed
  • ensure specialists focus on technical insight while you manage process and client comms

The specialist leads the technical solution, you lead the account and the process.

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