Remote, with occasional travel to our Manchester and Preston spaces
Circa £35k, depending on experience
Full-time, permanent
Head of Client Services
We’re looking for an organised, commercially aware and relationship-led Account Manager to join our Client Services team.
This is a key role within Soap Media, helping us strengthen client relationships, improve communication, support retention, and identify growth opportunities across our full-service digital marketing offering.
You’ll work closely with our Head of Client Services and internal specialists across SEO, PPC, Paid Social, Design, Development and wider strategy to make sure clients feel informed, supported and confident in the work we are delivering.
This role is not about owning technical strategy or managing projects end to end. It is about understanding the client, coordinating the right people internally, keeping communication clear, and making sure client relationships continue to feel proactive, valuable and commercially focused.
- Build strong, trusted relationships with assigned clients.
- Act as a consistent day-to-day contact across ongoing retainers and client accounts.
- Keep clients informed with clear, timely and professional communication.
- Understand each client’s business, goals, challenges and commercial priorities.
- Ensure clients feel supported, listened to and confident in Soap’s direction.
- Spot early signs of dissatisfaction, confusion or relationship risk and escalate appropriately.
- Support the Head of Client Services in maintaining strong retention across the client base.
- Coordinate internal teams to ensure client work moves forward smoothly.
- Work closely with channel specialists to understand activity, performance, blockers and next steps.
- Make sure internal actions are captured, assigned and followed through.
- Help translate specialist updates into clear client-facing communication.
- Ensure meetings, follow-ups and client commitments are properly documented.
- Support cross-channel collaboration so clients receive joined-up thinking rather than siloed updates.
- Liaise with the development team where clients have ongoing maintenance or feature contracts, without taking ownership of web project delivery.
- Support the smooth running of ongoing client retainers.
- Help maintain clear account plans, meeting rhythms and communication schedules.
- Track client priorities, agreed actions and upcoming deliverables.
- Support monthly reporting processes by ensuring commentary, context and next steps are clear.
- Challenge vague or surface-level updates where more useful client explanation is needed.
- Help ensure clients understand not just what has been done, but why it matters.
- Work with the Head of Client Services to identify where accounts need more support, strategic input or commercial attention.
- Identify opportunities to grow accounts where there is a genuine client need.
- Understand Soap’s full-service offering and where different services can add value.
- Support upsell and cross-sell conversations in a consultative, client-first way.
- Help prepare scopes, proposals or follow-up recommendations where required.
- Maintain awareness of account profitability, retainer value and commercial risk.
- Escalate opportunities and concerns to the Head of Client Services at the right time.
- Prepare agendas, meeting notes, action summaries and follow-up communications.
- Help make reports and client updates clearer, more outcome-focused and commercially useful.
- Ensure client communications are accurate, professional and aligned with Soap’s tone.
- Support internal preparation before client meetings so the right people are aligned.
- Keep client records, actions and account notes up to date.
In this role, success means clients feel properly looked after, internal teams feel coordinated, and account activity is clearly connected to client goals.
It also means relationships are protected before issues escalate, clients understand the value of the work being delivered, and opportunities for growth are identified in a way that feels helpful rather than sales-led.
After 3 months, you should be:
- Confident in Soap’s client services processes and ways of working.
- Building relationships with assigned clients and internal teams.
- Supporting meetings, actions and account communication.
- Understanding client goals, retainers and current priorities.
After 6 months, you should be:
- Managing day-to-day communication across a selection of client accounts.
- Helping improve the clarity and usefulness of client updates and reporting.
- Identifying relationship risks, blockers and opportunities early.
- Supporting smoother coordination between clients and internal specialists.
After 12 months, you should be:
- A trusted day-to-day contact for assigned clients.
- Contributing to stronger client retention and satisfaction.
- Spotting genuine growth opportunities across accounts.
- Helping the Head of Client Services create a more proactive and scalable client services function.
- Experience in an account management, client services, marketing or agency role.
- Strong communication skills, both written and verbal.
- Confidence managing client relationships and expectations.
- Ability to coordinate multiple internal stakeholders and follow through on actions.
- Strong organisation and attention to detail.
- Commercial awareness and understanding of client retention.
- Ability to understand digital marketing activity and explain it clearly to clients.
- A proactive, solutions-driven approach to problem solving.
- Confidence working remotely while keeping communication visible and consistent.
- Experience working in a digital marketing agency.
- Understanding of SEO, PPC, Paid Social, web, design or wider digital strategy.
- Experience supporting monthly reporting or client performance reviews.
- Familiarity with project management, CRM or time-tracking tools.
- Experience supporting proposals, scopes or account growth opportunities.
- Experience working with clients on retainers or long-term service contracts.
At Soap, we care about people who take ownership, communicate clearly and want to do great work without ego.
You’ll fit in well if you:
- Care about building long-term client relationships.
- Communicate clearly and follow through on commitments.
- Enjoy bringing people and information together.
- Can stay calm when priorities shift.
- Understand that good account management is proactive, not reactive.
- Are commercially aware without being pushy.
- Want to help clients see the value of joined-up digital marketing.
What We Offer
- Competitive salary, depending on experience.
- Remote working with occasional travel to Manchester and Preston.
- Supportive, collaborative team environment.
- Exposure to a wide range of digital marketing services and client sectors.
- Development opportunities and clear progression pathways.
- The chance to play an important role in strengthening client relationships across the agency.
Soap Media is an equal opportunities employer. We welcome applications from all suitably qualified people regardless of background.
Join the Family
Whether you’re looking to develop your career in digital, searching for a new challenge, or simply want to work for one of the UK’s leading agencies, Soap would love to hear from you.
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Hear Our StoryFind out what makes us tick, and see how our teams work together harmoniously to deliver fantastic results for some of the UK’s biggest brands.
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Showcase Your SkillsTell us all about your skills and bring your talents to the fore. We’re constantly looking to the future, so if you’ve got some cutting-edge attributes then we’re all ears.
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Seize Your OpportunityWant to join the Soap family and benefit from unique training opportunities, employee perks and a competitive salary? Speak with us today.
