Client Success Lead

We’re looking for our next amazing Team Member to come and join the TPF family!
We are looking for a personable, charismatic, and well organised individual with demonstrable
experience in account/relationship/client management, who will play a hands-on role, owning
responsibility for the day-to-day relationship management of our boutique yet high value client
portfolio, working closely with our operational team to ensure that client needs are prioritised and
met, and fundraising campaign targets are achieved.
The successful candidate will be an integral part of our Client Success Hub and report to our Chief
Operating Officer.
What do we do exactly?
We are a highly unique business and specialise in face-to-face fundraising for a selected portfolio of
clients. We have eight high profile charity clients with a combined budgetary spend in excess of £6m
per annum, and that we continue to work with year after year. As the Client Success Lead you will be
the face of our organisation, and the personal confidence you inspire in our charity clients, is what
ensures they have confidence and trust in us and our brand.
Along with our collective of fundraising experts, we embed ourselves with the clients we work with
to understand who they are and what success means to them, pooling our talents together to craft
amazing fundraising campaigns and donor experiences.
We are proudly a ‘team-first’ agency, but our delivery and service are always client-centric. We want
every touchpoint a client has with our agency and the very process of working with us, to be an
exemplary experience and to wow!
An advocate for our business you will live our seven values - In everything I do, I will: Foster Positivity,
Build Relationships, Consider Others, Challenge Myself, Look Forwards, Bring Solutions and Take
Pride.
As Client Success Lead you will stretch across both strategic and operational responsibilities, from
ensuring accurate monitoring of client expenditure/budget spend, to weekly check-ins and KPI
reporting, you will ensure not only the visibility of campaign performance to our clients, but will
provide excellent commentary and insight, consistently liaising with internal stakeholders so you
have a full knowledge and understanding of each campaign, any challenges experienced, and will
ensure appropriate next steps to ensure the campaign remains on-track, and targets achieved.
Knowing when to utilise the expertise of those around you, you will bring our training, operational,
finance, and IT teams into the conversation when appropriate, always maintaining line of sight, so
you are well informed and ensure that our clients are receiving the timely and effective responses
from us that they have come to expect.

You will be supported in the role by an Account Executive, and as such you will have line
management responsibility for this person, knowing when to support, mentor and delegate
effectively. In addition, you will work closely with our co-National Sales Manager’s to ensure delivery
of each charity campaign, and with our Compliance Manager to ensure we uphold the highest
fundraising standards, and that complaints are quickly and effectively resolved to the clients
satisfaction.
What are we looking for?
As an exceedingly personable business with high value and long term clients, maintaining and forging
strong working relationships with our clients is at the very heart of this role. You will be a confident
and clear communicator and understand the importance of reputable customer service where
delivering platinum service is second nature. An expert in relationship management, you will excel
and be able to engage and nurture relationships with various stakeholders – maintaining strong
working relationships with our clients - acting as a trusted advisor you will be their ideas factory,
consultant, and problem solver, and will be the voice of our clients within our company.
Key Duties:
● Proactively liaise with our full portfolio of clients, maintaining engagement throughout the
client’s lifetime - know their expectations, and make sure we’re surpassing them.
● Consistently review the performance of each campaign, and the overall ‘health’ of the client,
working closely with operational teams to resolve issues and ensure we’re delivering the
results (success) our clients need.
● Own our client accounts, undertaking the full end-to-end relationship, including weekly
status calls, and the distribution and acting on of next steps.
● Identify additional campaign opportunities, project managing and coordinating with clients
and other internal teams to bring new projects and opportunities to life.
● Participate in opportunities to tender, not least during presentations, successfully
demonstrating how we effectively undertake account management on behalf of our clients.
● Lead on all initial strategy workshops at the commencement of the campaign, including
completing desk research and mobilisation process.
● Effectively manage, support and mentor an Account Executive, and ensure they are
delivering on all service standards including contractual obligations, SLAs, and campaign
priorities.
● Be the primary interface to manage and resolve important situations, escalating to the Chief
Operating Officer when appropriate.

Person Specification:
Essential:
● B2B senior account management/relationship experience

● An amazing customer experience mindset centric to the core - constantly thinking about
your clients as well as campaign results and how we can improve our work.
● Outstanding task management skills – highly organised with an ability to plan and juggle
several projects.
● Experience of working in an agile environment (project management).
● Experience of managing small teams.
● Self-motivated and capable of working autonomously in a fast-paced environment.
● Excellent communication skills (written and verbal) with a can-do attitude.
● Well-versed in Google Suite, including Sheets, Docs and Gmail (or equivalent Microsoft skills).
● Willingness to travel periodically based on client and business needs.

Desirable:
● Experience or knowledge within the charity sector

At The Professional Fundraiser, we know that our diversity makes us stronger, and we’re
committed to creating a diverse and inclusive environment where our people can thrive and be
their best every day. If you’ve got the personality, drive, experience, and passion, that’s all we care
about, and we’re proud that every individual in our business is valued and cherished equally.
Benefits Package:
Financial Security
● Salary £35,000-£38,000 per annum
● Employer pension contributions
● Enhanced sick pay
● Family friendly policies with enhanced pay elements
● 22 days holiday (not including bank holidays) increasing to 27 days upon length of service
Health & Wellbeing Support
● Beautiful countryside office location with free parking and shower facilities, perfect if you
fancy walking, running, or cycling to work
● Employee Assistance Programme, including access to mental health and wellbeing tools,
discounts, training and more!
● Mental Health First Aiders
● Free flu vaccination vouchers every winter
● Personable and friendly company with a dedicated and hardworking team and vibrant
culture
Recognition & Career Development
● Long service awards
● Learning, career development and training opportunities, including Lunch and Learns.
● Referral Scheme ‘Friend with Benefits’, and monetary rewards for recommending someone
who starts with us.

● IDEA (Inclusion, Diversity, Equity and Access) Awareness Months, including signposting and
training
Personal Experiences
● Paid time off for your Birthday!
● Paid time off for Christmas shutdown
● Birthday, Wedding, and New Baby gifts
● Seasonal gifts and celebrations, including Christmas Party
Contract Terms
● Full time permanent role 37.5 hours per week
● Hybrid Working - a minimum of 3 days per week in the office
● The probationary period for this role is 12 weeks