Client Partner

We are not actively recruiting for this role but we would love to hear from anyone who has the skills listed below. We can then be in touch when we do open this role up again.

CLIENT PARTNER

Location:Remote with occasional travel to our head office in Maidstone, Kent or a venue in London. Offices are based in Maidstone and Leamington Spa.

Salary: £35,000-£45,000

Job Type:Full-time

Our Core Values

Our values are the driving force behind our business success, empowering our team to make informed decisions with integrity:

• People First. Always:We truly believe our agency is only as strong as our team. We lead with empathy, transparency, and high trust, respecting boundaries and treating everyone with dignity. To us, data isn't just numbers on a screen; it represents real people and families.
• Growth Fuelled by Curiosity:We don’t just accept a brief; we interrogate it. Curiosity drives our growth mindset, pushing us to challenge assumptions, prioritise critical thinking over rigid processes, and learn fast.
• We Win Together: Success is a shared victory. We operate as a true extension of our clients’ teams, balancing individual freedom with open collaboration to produce award-winning work with real-world impact.

The Role

Are you a strategically minded account lead with a passion for human-centred technology? As a Client Partner at LAB, you will sit at the intersection of client ambition, behavioural science, and digital innovation. Supported by direct mentorship from Senior Client Partners, you’ll take full ownership of key client relationships, driving long-term strategic value, nurturing account growth, and helping major brands and disruptive startups thrive in a changing digital world.

Key Responsibilities

What You’ll Be Doing

As a Client Partner at LAB, your role spans strategic advisory, commercial growth, cross-functional leadership, and continuous learning. You will directly influence how our clients grow and how our internal teams execute.

Strategic Relationship Management & Retention

• Be the Primary Contact:Act as the trusted day-to-day advisor for key accounts, maintaining high-touch communication, responsive service, and clear SLAs.
• Champion the Client’s Voice:Advocate for your clients’ business objectives, challenges, and priorities internally across our strategy, design, and tech delivery teams.
• Drive Strategic Planning:Host regular client workshops, run forward-looking Quarterly BusinessPlans (QBPs), and track performance metrics to maintain high engagement and hit an NPS target of at least 75.
• Ensure Operational Clarity:Manage contracts, SLAs, meeting cadence, and internal documentation (maintaining the account's strategic "red thread") to keep engagement transparent and smooth.

Commercial Growth & Account Health

• Identify Expansion Opportunities:Spot organic upsell, cross-sell, and service expansion paths within your accounts, collaborating with Senior Client Partners and the Client Services Director to validate them.
• Lead Proposals & Statements of Work:Draft accurate Statements of Work (SoWs), shape proposal scopes, prepare cost estimates, and manage internal quote workflows with minimal oversight.
• Navigate Renewals & Pricing:Lead contract renewal discussions and negotiations to ensure pricing, terms, and delivery schedules are transparent, commercially sound, and profitable for the agency.
• Track Financial Performance & Risk:Monitor revenue, project profitability, margins, and account pipeline, providing accurate growth forecasting and flagging commercial risks early.

Insight-Driven Strategic Partnership

• Leverage Behavioural & Industry Data:Analyse client metrics, industry trends, and usage data to reveal new strategic initiatives and uncover hidden opportunities.
• Co-Create Innovative Solutions:Partner directly with LAB's Behavioural Science, Design, and Engineering teams to transform client pain points into creative, human-centric solutions.
• Bespoke Growth Roadmaps:Work with Senior Client Partners to build tailored multi-year growth plans and strategic roadmaps for every account in your portfolio.

Cross-Functional Alignment & Professional Development

• Bridge Delivery and Commercial Goals:Work closely with Project Managers before project kickoff to confirm scopes, resourcing, timelines, and target margins.
• Keep Stakeholders Aligned:Host internal alignment calls, deliver proactive status updates, and support sales/new business initiatives where existing account context adds value.
• Drive Personal Growth:Actively participate in peer feedback, keep up with digital and behavioural tech trends, and pursue internal and external training in commercial strategy.

What We’re Looking For

We’re seeking a balance of commercial drive, strategic thinking, and genuine human empathy. You’ll thrive in this role if you bring:

• Commercial…