At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy. Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty. Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success. What you'll be doing Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences. Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team. Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence. Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking. Cross-Functional Collaboration: Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights. Team Development: Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement. Customer Insights & Reporting: Use customer health data and feedback to identify trends and improvement opportunities. Process Improvement: Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction. We are looking for people with SaaS Leadership: You've successfully led Customer Success or post-sales functions in a fast-paced technology environment. A Proven Track Record: You have a history of driving high GRR and NPS through scalable processes and inspired team leadership. Methodology Mastery: You have a deep understanding of customer lifecycle management and the latest success methodologies. Influence & Connection: You're a master communicator who can align diverse, cross-functional stakeholders around shared customer goals. Strategic Data Literacy: You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions. Multi-Market Experience: You're an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography. Trust Mindset: You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance. A Passion for Improvement: You never settle. You're innovative and constantly looking for ways to improve the customer journey. We are Our sales teams are highly collaborative. We're a great place to work if you enjoy seeing your contributions recognised Our culture is dynamic, and our employees grow as we do. You'll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping Creative thinkers. We want our employees to be creative and always champion new ways of working What's in it for you A hybrid work set-up (3 days in the office, 2 days remote) Competitive base salary with an uncapped commission structure + company bonus 25 days holiday per year, increasing to 28 days after 2 years of continuous employment Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist Pension and life insurance Health cash plan, online GP, 24/7, Employee Assistance Plan Full access to Headspace, a popular mindfulness app to promote positive mental health Paid parental leave Season ticket loan and a cycle-to-work scheme Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees) Still not sure? We want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you! About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever - to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial - we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go. Join us at the heart of trust Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (). Any offer of employment for this position will be subject to our standard background checks.
Feb 26, 2026
Full time
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy. Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty. Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success. What you'll be doing Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences. Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team. Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence. Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking. Cross-Functional Collaboration: Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights. Team Development: Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement. Customer Insights & Reporting: Use customer health data and feedback to identify trends and improvement opportunities. Process Improvement: Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction. We are looking for people with SaaS Leadership: You've successfully led Customer Success or post-sales functions in a fast-paced technology environment. A Proven Track Record: You have a history of driving high GRR and NPS through scalable processes and inspired team leadership. Methodology Mastery: You have a deep understanding of customer lifecycle management and the latest success methodologies. Influence & Connection: You're a master communicator who can align diverse, cross-functional stakeholders around shared customer goals. Strategic Data Literacy: You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions. Multi-Market Experience: You're an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography. Trust Mindset: You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance. A Passion for Improvement: You never settle. You're innovative and constantly looking for ways to improve the customer journey. We are Our sales teams are highly collaborative. We're a great place to work if you enjoy seeing your contributions recognised Our culture is dynamic, and our employees grow as we do. You'll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping Creative thinkers. We want our employees to be creative and always champion new ways of working What's in it for you A hybrid work set-up (3 days in the office, 2 days remote) Competitive base salary with an uncapped commission structure + company bonus 25 days holiday per year, increasing to 28 days after 2 years of continuous employment Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist Pension and life insurance Health cash plan, online GP, 24/7, Employee Assistance Plan Full access to Headspace, a popular mindfulness app to promote positive mental health Paid parental leave Season ticket loan and a cycle-to-work scheme Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees) Still not sure? We want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you! About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever - to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial - we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go. Join us at the heart of trust Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (). Any offer of employment for this position will be subject to our standard background checks.
Overview WE'RE SLEEK. IT'S GOOD TO MEET YOU. Founded in 2013 by Jennifer Davidson, we're an independently owned experience partner delivering world class events and experiences for some of the biggest brands, across the globe. We partner with forward-thinking, ambitious clients to create impact - whether for a product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, spark collaboration, and unlock new opportunities for our clients. Our approach has earned us places on both The Sunday Times 100 Fastest Growing Company List () and the Business Leader Growth 500 list in 2025. We're also proud to be recognised as a 2025 Sunday Times and Campaign "Best Place to Work". These accolades reflect something we nurture; building success without compromising on people, purpose or standards. We call it 'growth without compromise'. WHO WE ARE Sleek is defined by a people-before-profit mindset. We celebrate individuality, set high standards and believe purposeful leadership and exceptional work go hand in hand. Everyone here is self-motivated, curious and committed to growing, regardless of seniority. We value people who take ownership, solve problems willingly, act on feedback, and are comfortable operating in a fast-moving, high-standards environment. Based in Wimbledon, our HQ is a bright, modern and collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunch breaks and visits from the office dogs. Being proudly OfficeByDesign, we work from our HQ four days a week with one work-from-home day, plus flexible core hours. This pattern is central to how we work. We know we learn and perform better when we're together - after all, our business is about bringing people together. Our structure has been consciously designed to enable growth and invest heavily in team development. You'll find Sleek a welcoming place for everyone, from those starting their careers to experienced specialists. We're committed to creating a community where you can do your best work and realise your potential. We also expect and welcome candidates from all backgrounds and are here to make reasonable adjustments throughout the interview process where needed - just let us know. Role Overview Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek's commercial, strategic, and growth objectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts. Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek's senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure client objectives are achieved, Sleek's reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues when required. Responsibilities STRATEGIC ACCOUNT LEADERSHIP Own senior client relationships, long-term objectives, and commercial outcomes across assigned accounts, aligned with Sleek's wider client and growth strategy. Develop and deliver account plans that drive long-term value, retention, and growth. Lead strategic account reviews, using performance data and insights to identify opportunities for improvement and expansion. Represent Sleek at senior client meetings and key industry or client events as a brand ambassador. Drive innovation in client experience, ensuring Sleek remains ahead of industry trends and best practice. CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT Build and maintain trusted, senior-level client relationships, operating as a strategic advisor and primary escalation point. Maintain a deep understanding of each client's business, objectives, and success criteria. Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience. Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance. NEW BUSINESS & ACCOUNT GROWTH Lead on written RFIs (organic and net new, where assigned) and act as senior client liaison during pitch processes, up to and including successful handover to delivery teams (although often net new clients will remain in your portfolio). Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearly established. Identify and pursue organic growth opportunities within existing accounts, aiming to meet targets where and when they are set. COMMERCIAL & FINANCIAL OVERSIGHT Oversee forecasting, financial planning, and commercial reporting for client accounts (via Growth Manager), balancing service excellence with profitability. Lead client negotiations on contracts, KPIs, scopes, and reporting requirements. Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting. DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE Ensure projects are set up for success with clear objectives, agreed scopes, realistic budgets, and aligned delivery teams. Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns when required. Ensure consistent use of Sleek's evaluation framework to define and measure success across projects. Attend post-project debriefs to capture learnings and improve future delivery. Collaborate with marketing to ensure timely development of case studies and supporting assets. DATA, MEASUREMENT & COMPLIANCE Ensure client data, reporting, and compliance requirements are maintained within Sleek systems (e.g. GM). Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience. In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients. OTHER Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability. Develop an understanding of team skillsets and recommend team compositions aligned to client needs. Proven track record of managing multiple client accounts in a service business, preferably with agency experience and a broad portfolio of clients A demonstrable understanding of, and creative approach to, client satisfaction, personalisation techniques and effective and enduring relationship management. Solid commercial reporting experience across a fast-paced portfolio of accounts with evidence of account growth and retention success. Dynamic approach with the ability to analyse a client's needs and adapt accordingly. Experience of delivering exceptional service to detail-oriented clients in a deadline-driven environment. Capable of process origination and rollout. A high level of communications skills with experience in C-Suite stakeholder liaison. An natural networker who can spot opportunities and reach the right audience effectively and secure internal client referrals. Ability to deliver engaging presentations and bring the creativity, values and work of Sleek to life. Literate in procurement practices and compliance expectations for large, multinational corporate clients Strong track record of successfully guiding project teams, including leading high-performing pitch teams Benefits Our benefits were created by Team Sleek to ensure they appeal to a wide range of individuals. Here is a taster of the types of things they include; 27 days holiday (plus UK public holidays). Additional days holiday for each year of service (capped at 3) Week-day birthdays off Charity day Pay Day early finish Fridays (15:00) Standard Pension Plan Fitness membership or gym contribution Tech scheme, cycle to work scheme, EV scheme Private health care (after 1 year's service) Learning and development programmes, including the Sleek Academy, new joiner buddies, and external coaching programme Company social events inc. weekly office drinks and annual company offsite Opportunity to experience new destinations through Fam Trips
Feb 17, 2026
Full time
Overview WE'RE SLEEK. IT'S GOOD TO MEET YOU. Founded in 2013 by Jennifer Davidson, we're an independently owned experience partner delivering world class events and experiences for some of the biggest brands, across the globe. We partner with forward-thinking, ambitious clients to create impact - whether for a product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, spark collaboration, and unlock new opportunities for our clients. Our approach has earned us places on both The Sunday Times 100 Fastest Growing Company List () and the Business Leader Growth 500 list in 2025. We're also proud to be recognised as a 2025 Sunday Times and Campaign "Best Place to Work". These accolades reflect something we nurture; building success without compromising on people, purpose or standards. We call it 'growth without compromise'. WHO WE ARE Sleek is defined by a people-before-profit mindset. We celebrate individuality, set high standards and believe purposeful leadership and exceptional work go hand in hand. Everyone here is self-motivated, curious and committed to growing, regardless of seniority. We value people who take ownership, solve problems willingly, act on feedback, and are comfortable operating in a fast-moving, high-standards environment. Based in Wimbledon, our HQ is a bright, modern and collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunch breaks and visits from the office dogs. Being proudly OfficeByDesign, we work from our HQ four days a week with one work-from-home day, plus flexible core hours. This pattern is central to how we work. We know we learn and perform better when we're together - after all, our business is about bringing people together. Our structure has been consciously designed to enable growth and invest heavily in team development. You'll find Sleek a welcoming place for everyone, from those starting their careers to experienced specialists. We're committed to creating a community where you can do your best work and realise your potential. We also expect and welcome candidates from all backgrounds and are here to make reasonable adjustments throughout the interview process where needed - just let us know. Role Overview Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek's commercial, strategic, and growth objectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts. Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek's senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure client objectives are achieved, Sleek's reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues when required. Responsibilities STRATEGIC ACCOUNT LEADERSHIP Own senior client relationships, long-term objectives, and commercial outcomes across assigned accounts, aligned with Sleek's wider client and growth strategy. Develop and deliver account plans that drive long-term value, retention, and growth. Lead strategic account reviews, using performance data and insights to identify opportunities for improvement and expansion. Represent Sleek at senior client meetings and key industry or client events as a brand ambassador. Drive innovation in client experience, ensuring Sleek remains ahead of industry trends and best practice. CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT Build and maintain trusted, senior-level client relationships, operating as a strategic advisor and primary escalation point. Maintain a deep understanding of each client's business, objectives, and success criteria. Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience. Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance. NEW BUSINESS & ACCOUNT GROWTH Lead on written RFIs (organic and net new, where assigned) and act as senior client liaison during pitch processes, up to and including successful handover to delivery teams (although often net new clients will remain in your portfolio). Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearly established. Identify and pursue organic growth opportunities within existing accounts, aiming to meet targets where and when they are set. COMMERCIAL & FINANCIAL OVERSIGHT Oversee forecasting, financial planning, and commercial reporting for client accounts (via Growth Manager), balancing service excellence with profitability. Lead client negotiations on contracts, KPIs, scopes, and reporting requirements. Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting. DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE Ensure projects are set up for success with clear objectives, agreed scopes, realistic budgets, and aligned delivery teams. Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns when required. Ensure consistent use of Sleek's evaluation framework to define and measure success across projects. Attend post-project debriefs to capture learnings and improve future delivery. Collaborate with marketing to ensure timely development of case studies and supporting assets. DATA, MEASUREMENT & COMPLIANCE Ensure client data, reporting, and compliance requirements are maintained within Sleek systems (e.g. GM). Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience. In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients. OTHER Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability. Develop an understanding of team skillsets and recommend team compositions aligned to client needs. Proven track record of managing multiple client accounts in a service business, preferably with agency experience and a broad portfolio of clients A demonstrable understanding of, and creative approach to, client satisfaction, personalisation techniques and effective and enduring relationship management. Solid commercial reporting experience across a fast-paced portfolio of accounts with evidence of account growth and retention success. Dynamic approach with the ability to analyse a client's needs and adapt accordingly. Experience of delivering exceptional service to detail-oriented clients in a deadline-driven environment. Capable of process origination and rollout. A high level of communications skills with experience in C-Suite stakeholder liaison. An natural networker who can spot opportunities and reach the right audience effectively and secure internal client referrals. Ability to deliver engaging presentations and bring the creativity, values and work of Sleek to life. Literate in procurement practices and compliance expectations for large, multinational corporate clients Strong track record of successfully guiding project teams, including leading high-performing pitch teams Benefits Our benefits were created by Team Sleek to ensure they appeal to a wide range of individuals. Here is a taster of the types of things they include; 27 days holiday (plus UK public holidays). Additional days holiday for each year of service (capped at 3) Week-day birthdays off Charity day Pay Day early finish Fridays (15:00) Standard Pension Plan Fitness membership or gym contribution Tech scheme, cycle to work scheme, EV scheme Private health care (after 1 year's service) Learning and development programmes, including the Sleek Academy, new joiner buddies, and external coaching programme Company social events inc. weekly office drinks and annual company offsite Opportunity to experience new destinations through Fam Trips
Overview WE'RE SLEEK. IT'S GOOD TO MEET YOU. Founded in 2013 by Jennifer Davidson, we're an independently owned experience partner delivering world class events and experiences for some of the biggest brands, across the globe. We partner with forward-thinking, ambitious clients to create impact - whether for a product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, spark collaboration, and unlock new opportunities for our clients. Our approach has earned us places on both The Sunday Times 100 Fastest Growing Company List () and the Business Leader Growth 500 list in 2025. We're also proud to be recognised as a 2025 Sunday Times and Campaign "Best Place to Work". These accolades reflect something we nurture; building success without compromising on people, purpose or standards. We call it 'growth without compromise'. WHO WE ARE Sleek is defined by a people-before-profit mindset. We celebrate individuality, set high standards and believe purposeful leadership and exceptional work go hand in hand. Everyone here is self-motivated, curious and committed to growing, regardless of seniority. We value people who take ownership, solve problems willingly, act on feedback, and are comfortable operating in a fast-moving, high-standards environment. Based in Wimbledon, our HQ is a bright, modern and collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunch breaks and visits from the office dogs. Being proudly OfficeByDesign, we work from our HQ four days a week with one work-from-home day, plus flexible core hours. This pattern is central to how we work. We know we learn and perform better when we're together - after all, our business is about bringing people together. Our structure has been consciously designed to enable growth and invest heavily in team development. You'll find Sleek a welcoming place for everyone, from those starting their careers to experienced specialists. We're committed to creating a community where you can do your best work and realise your potential. We also expect and welcome candidates from all backgrounds and are here to make reasonable adjustments throughout the interview process where needed - just let us know. Role Overview Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek's commercial, strategic, and growth objectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts. Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek's senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure client objectives are achieved, Sleek's reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues when required. Responsibilities STRATEGIC ACCOUNT LEADERSHIP Own senior client relationships, long-term objectives, and commercial outcomes across assigned accounts, aligned with Sleek's wider client and growth strategy. Develop and deliver account plans that drive long-term value, retention, and growth. Lead strategic account reviews, using performance data and insights to identify opportunities for improvement and expansion. Represent Sleek at senior client meetings and key industry or client events as a brand ambassador. Drive innovation in client experience, ensuring Sleek remains ahead of industry trends and best practice. CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT Build and maintain trusted, senior-level client relationships, operating as a strategic advisor and primary escalation point. Maintain a deep understanding of each client's business, objectives, and success criteria. Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience. Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance. NEW BUSINESS & ACCOUNT GROWTH Lead on written RFIs (organic and net new, where assigned) and act as senior client liaison during pitch processes, up to and including successful handover to delivery teams (although often net new clients will remain in your portfolio). Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearly established. Identify and pursue organic growth opportunities within existing accounts, aiming to meet targets where and when they are set. COMMERCIAL & FINANCIAL OVERSIGHT Oversee forecasting, financial planning, and commercial reporting for client accounts (via Growth Manager), balancing service excellence with profitability. Lead client negotiations on contracts, KPIs, scopes, and reporting requirements. Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting. DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE Ensure projects are set up for success with clear objectives, agreed scopes, realistic budgets, and aligned delivery teams. Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns when required. Ensure consistent use of Sleek's evaluation framework to define and measure success across projects. Attend post-project debriefs to capture learnings and improve future delivery. Collaborate with marketing to ensure timely development of case studies and supporting assets. DATA, MEASUREMENT & COMPLIANCE Ensure client data, reporting, and compliance requirements are maintained within Sleek systems (e.g. GM). Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience. In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients. OTHER Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability. Develop an understanding of team skillsets and recommend team compositions aligned to client needs. Proven track record of managing multiple client accounts in a service business, preferably with agency experience and a broad portfolio of clients A demonstrable understanding of, and creative approach to, client satisfaction, personalisation techniques and effective and enduring relationship management. Solid commercial reporting experience across a fast-paced portfolio of accounts with evidence of account growth and retention success. Dynamic approach with the ability to analyse a client's needs and adapt accordingly. Experience of delivering exceptional service to detail-oriented clients in a deadline-driven environment. Capable of process origination and rollout. A high level of communications skills with experience in C-Suite stakeholder liaison. An natural networker who can spot opportunities and reach the right audience effectively and secure internal client referrals. Ability to deliver engaging presentations and bring the creativity, values and work of Sleek to life. Literate in procurement practices and compliance expectations for large, multinational corporate clients Strong track record of successfully guiding project teams, including leading high-performing pitch teams Benefits Our benefits were created by Team Sleek to ensure they appeal to a wide range of individuals. Here is a taster of the types of things they include; 27 days holiday (plus UK public holidays). Additional days holiday for each year of service (capped at 3) Week-day birthdays off Charity day Pay Day early finish Fridays (15:00) Standard Pension Plan Fitness membership or gym contribution Tech scheme, cycle to work scheme, EV scheme Private health care (after 1 year's service) Learning and development programmes, including the Sleek Academy, new joiner buddies, and external coaching programme Company social events inc. weekly office drinks and annual company offsite Opportunity to experience new destinations through Fam Trips
Feb 16, 2026
Full time
Overview WE'RE SLEEK. IT'S GOOD TO MEET YOU. Founded in 2013 by Jennifer Davidson, we're an independently owned experience partner delivering world class events and experiences for some of the biggest brands, across the globe. We partner with forward-thinking, ambitious clients to create impact - whether for a product roadshow, a reimagined B2B conference, a global car launch, or a major industry exhibition. Our ambition is simple: to create human-first experiences that build communities, fuel innovation, spark collaboration, and unlock new opportunities for our clients. Our approach has earned us places on both The Sunday Times 100 Fastest Growing Company List () and the Business Leader Growth 500 list in 2025. We're also proud to be recognised as a 2025 Sunday Times and Campaign "Best Place to Work". These accolades reflect something we nurture; building success without compromising on people, purpose or standards. We call it 'growth without compromise'. WHO WE ARE Sleek is defined by a people-before-profit mindset. We celebrate individuality, set high standards and believe purposeful leadership and exceptional work go hand in hand. Everyone here is self-motivated, curious and committed to growing, regardless of seniority. We value people who take ownership, solve problems willingly, act on feedback, and are comfortable operating in a fast-moving, high-standards environment. Based in Wimbledon, our HQ is a bright, modern and collaborative space where people genuinely enjoy spending time sharing ideas, playlists, lunch breaks and visits from the office dogs. Being proudly OfficeByDesign, we work from our HQ four days a week with one work-from-home day, plus flexible core hours. This pattern is central to how we work. We know we learn and perform better when we're together - after all, our business is about bringing people together. Our structure has been consciously designed to enable growth and invest heavily in team development. You'll find Sleek a welcoming place for everyone, from those starting their careers to experienced specialists. We're committed to creating a community where you can do your best work and realise your potential. We also expect and welcome candidates from all backgrounds and are here to make reasonable adjustments throughout the interview process where needed - just let us know. Role Overview Our Client Experience Director is a senior role responsible for owning the end-to-end client journey, ensuring a consistent, high-quality experience that drives Sleek's commercial, strategic, and growth objectives. Combining strategic leadership with strong commercial acumen, the role oversees both the development of new business and the long-term success, retention, and expansion of existing client accounts. Reporting to the Chief Marketing Officer (CMO), you will lead strategically across your accounts, set and uphold standards, and act as Sleek's senior client ambassador. Working closely with growth, central services, and delivery teams, you will ensure client objectives are achieved, Sleek's reputation for excellence is strengthened, and commercial targets are met. You will also act as the senior escalation point for client issues when required. Responsibilities STRATEGIC ACCOUNT LEADERSHIP Own senior client relationships, long-term objectives, and commercial outcomes across assigned accounts, aligned with Sleek's wider client and growth strategy. Develop and deliver account plans that drive long-term value, retention, and growth. Lead strategic account reviews, using performance data and insights to identify opportunities for improvement and expansion. Represent Sleek at senior client meetings and key industry or client events as a brand ambassador. Drive innovation in client experience, ensuring Sleek remains ahead of industry trends and best practice. CLIENT EXPERIENCE & RELATIONSHIP MANAGEMENT Build and maintain trusted, senior-level client relationships, operating as a strategic advisor and primary escalation point. Maintain a deep understanding of each client's business, objectives, and success criteria. Oversee the full client journey, from onboarding through delivery and retention, ensuring a seamless and personalised experience. Personally lead key client satisfaction interviews and ensure feedback is actioned to improve future performance. NEW BUSINESS & ACCOUNT GROWTH Lead on written RFIs (organic and net new, where assigned) and act as senior client liaison during pitch processes, up to and including successful handover to delivery teams (although often net new clients will remain in your portfolio). Onboard new clients, ensuring commercial terms, expectations, and ways of working are clearly established. Identify and pursue organic growth opportunities within existing accounts, aiming to meet targets where and when they are set. COMMERCIAL & FINANCIAL OVERSIGHT Oversee forecasting, financial planning, and commercial reporting for client accounts (via Growth Manager), balancing service excellence with profitability. Lead client negotiations on contracts, KPIs, scopes, and reporting requirements. Monitor and report on account performance, retention, and growth, contributing to Board and KPI reporting. DELIVERY OVERSIGHT & OPERATIONAL EXCELLENCE Ensure projects are set up for success with clear objectives, agreed scopes, realistic budgets, and aligned delivery teams. Maintain visibility of project progress and intervene to resolve risks, challenges, or client concerns when required. Ensure consistent use of Sleek's evaluation framework to define and measure success across projects. Attend post-project debriefs to capture learnings and improve future delivery. Collaborate with marketing to ensure timely development of case studies and supporting assets. DATA, MEASUREMENT & COMPLIANCE Ensure client data, reporting, and compliance requirements are maintained within Sleek systems (e.g. GM). Define success metrics, analyse performance data, and use insights to drive continuous improvement in client experience. In collaboration with the future COO, ensure compliance with procurement and governance expectations for large and multinational clients. OTHER Support and deliver internal training to embed a client-centric mindset and strengthen commercial and relationship management capability. Develop an understanding of team skillsets and recommend team compositions aligned to client needs. Proven track record of managing multiple client accounts in a service business, preferably with agency experience and a broad portfolio of clients A demonstrable understanding of, and creative approach to, client satisfaction, personalisation techniques and effective and enduring relationship management. Solid commercial reporting experience across a fast-paced portfolio of accounts with evidence of account growth and retention success. Dynamic approach with the ability to analyse a client's needs and adapt accordingly. Experience of delivering exceptional service to detail-oriented clients in a deadline-driven environment. Capable of process origination and rollout. A high level of communications skills with experience in C-Suite stakeholder liaison. An natural networker who can spot opportunities and reach the right audience effectively and secure internal client referrals. Ability to deliver engaging presentations and bring the creativity, values and work of Sleek to life. Literate in procurement practices and compliance expectations for large, multinational corporate clients Strong track record of successfully guiding project teams, including leading high-performing pitch teams Benefits Our benefits were created by Team Sleek to ensure they appeal to a wide range of individuals. Here is a taster of the types of things they include; 27 days holiday (plus UK public holidays). Additional days holiday for each year of service (capped at 3) Week-day birthdays off Charity day Pay Day early finish Fridays (15:00) Standard Pension Plan Fitness membership or gym contribution Tech scheme, cycle to work scheme, EV scheme Private health care (after 1 year's service) Learning and development programmes, including the Sleek Academy, new joiner buddies, and external coaching programme Company social events inc. weekly office drinks and annual company offsite Opportunity to experience new destinations through Fam Trips