This is your opportunity to join and grow with one of the UK’s leading UX and WordPress agencies.
We’re on a mission to create the most engaging and frustration-free digital experiences, and we’re looking for a Client Partner to help us deliver brilliant work and build long-term client relationships across regulated sectors.
As a Client Partner, you’ll be responsible for a portfolio of clients via our retainer model (with some project work) and organising a lean team of Developers and User Experience specialists to meet client outcomes. You’ll act as the day-to-day point of contact, ensure clients feel confident and supported, and work closely with our delivery teams to keep work moving smoothly.
This role is ideal if you have strong account management and relationship building skills, and you also have enough project delivery knowledge to understand schedules, dependencies, scope, and what it takes to ship high-quality digital work.
Sound like you? Read on!
Client Partnership at Illustrate Digital
Client Partners at Illustrate Digital are where client relationships and business growth meet operational needs. You and your team will be the guardians of client satisfaction and process building, with a keen eye on account growth and strategic ownership.
While you won’t need to know all the technical details, you should feel confident discussing digital work at a practical level (what’s being delivered, why, when, and what’s needed to make decisions).
Experience with retainer-based service models and an interest in regulated sectors – such as legal, finance, and healthcare - is a plus.
Reporting to the Head of Client Partnerships, you’ll work closely with client strategy and subject matter experts to support delivery across the full website lifecycle, from early discovery and planning through design, development, testing, and launch, as well as the subsequent retainer agreement.
We're looking for someone who thrives on building lasting client relationships, is motivated by seeing client success, can balance strategic implementation with operational excellence, and whose exceptional communication skills will deepen our client partnerships while driving sustainable business growth.
Responsibilities
Account management and client partnership
- Manage day-to-day relationships for a portfolio of retainer clients (and occasional projects), ensuring strong communication and trust
- Run regular client check-ins: agendas, notes, actions, decision tracking, and follow-ups
- Understand client objectives and help translate them into clear, deliverable workstreams in partnership with internal teams
- Support renewals by maintaining account health, showcasing value, and surfacing risks early
Delivery coordination and project awareness
- Work closely with the Head of Client Partnerships and delivery team to support planning, prioritisation, and scheduling
- Track timelines, scope and budgets at a practical level; flag risks and blockers early, and help keep work on track
- Support scoping and brief-writing with delivery teams; help shape clear scopes of work/specifications where needed
- Assist with change control: identify scope changes, document impact, and escalate/coordinate approvals
Tools, documentation and ways of working
- Maintain good documentation and hygiene in PM software (e.g., Teamwork) using tasks, timelines, status updates and time tracking where required
- Contribute to client reporting and support relevant performance metrics (e.g., client satisfaction)
- Participate in debriefs to capture learnings and improve future delivery
Growth support
- Identify opportunities for additional work where it’s genuinely valuable to the client, and collaborate with the Head of Client Partnerships / Head of Growth to progress them
Experience and Character
- 2–5 years’ experience in account management / client services in an agency or digital delivery environment
- Some project delivery knowledge: comfortable working with agile and waterfall methodologies, schedules, dependencies, and delivery workflows (you don’t need to be a formal PM)
- Strong communication skills with confidence running client calls and managing expectations
- Organised and detail-oriented; able to keep multiple workstreams moving and documented
- Comfortable tracking budgets/timelines at a practical level and escalating risks early
- Collaborative and calm under pressure; you can “manage up” when you need support, and “manage across” with delivery teams
- Curious about web technologies and standards in a client-facing context
Salary & Features
- £30,000 - £35,000 (BOE)
- 31 days holiday per year, plus your birthday off
- Remote and hybrid working
- Flexible working hours
- Apple computer equipment and home setup provided
- Company pension