Head of Client Performance

Key Responsibilities

• Own the vision, design and delivery of PHMG’s transformation from Client Services to Partner Services
• Define the future Partner Services operating model, ensuring it creates measurable value for clients and the business
• Build and deliver a clear transformation roadmap, establishing priorities, ownership, investment requirements and measures of success
• Take an end-to-end view of the client journey, ensuring onboarding, activation and ongoing Partner Services operate as a connected experience
• Design a scalable Partner Services model that combines Partner Manager ownership, specialist expertise, technology, automation and proactive service
• Define how the client experience should vary according to client needs, value, complexity, product portfolio and maturity
• Establish how PHMG creates, demonstrates and increases client value through stronger engagement, product adoption, optimisation and specialist support
• Use client, commercial, operational and product insight to identify opportunities, prioritise improvements and measure the impact of transformation activity
• Develop and test new Partner Services propositions and commercial opportunities through structured pilots and evidence-led decision making
• Lead cross-functional transformation across Client Services, Product, Creative, Technology, Data, Operations, Finance, Sales and Commercial teams, creating alignment and accountability without relying on direct authority

Key Requirements

• Experience in management consulting, transformation consulting, corporate strategy or a comparable enterprise transformation role
• Proven experience designing target operating models and leading complex, cross-functional transformation programmes
• Strong strategic, analytical and commercial capability, with experience translating strategy into practical implementation
• Experience developing business cases, transformation roadmaps and measurable success criteria
• Confidence influencing, facilitating and constructively challenging senior stakeholders across multiple functions
• Strong communication and problem-solving skills, with the ability to bring structure to ambiguity and operate effectively between senior-level strategy and operational detail

What you’ll get in return

About PHMG