Business Director


| UK | London - Hybrid | Permanent

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Posted on 11.07.2022

Job Title

Business / Client Director


Reports To



A little bit of Soul


Soul is a customer engagement (CRM) agency. We help brands create and keep customers. We know how to engage, when it matters most, to:

  • Nurture interest and desire
  • Increase conversion
  • Increase customer value
  • Keep customers for longer


Like many in our field, we work with data, which allows us to identify patterns in behaviour – telling us what people are doing and where opportunities lie.


Our point of difference is that we work with psychologists to understand not just what people do but why they do it. We call it Customer Mindset Mapping.


We’re a challenger agency, looking to take on the CRM agency establishment.

We’re a team of highly experienced people who can cut to the chase and focus on what matters.

We’re looking for talent to complement and elevate what we do and take us to the next level.


The Role:


Business / Client Director


Soul has a growing portfolio of clients, across a range of sectors, and we’re looking for someone to nurture and develop those client relationships and the client services team that makes it happen.


This is the most senior client services role we have in the agency, after the CEO. There is real potential for that person to head up the Client Services function of the agency, as we grow.


The candidate will be an inspirational, positive leader and trusted client advisor, with a passion and flare for Customer Engagement, supported by a track record of successful client relationships.


Our size and ambition means we want someone who is happy rolling their sleeves up – who enjoys engaging in the work itself as much as the planning that goes into it at the start.


As an experienced people manager, they will help us foster the right conditions to deliver quality work, a positive team spirit and a healthy profit.



Key Responsibilities


  • Grow the lifetime value and profitability of our clients.
  • Build and maintain positive, trusting and respectful relationships with our clients, agency team and agency partners.
  • Lead the account planning and review process, engaging colleagues to deliver against it.
  • Demonstrate an in-depth knowledge of the client’s business and the sector in which they operate.
  • Develop the capabilities and skills of the client services team. Create and oversee the execution of personal development plans – add value to our offering and help people to develop as individuals.
  • Contribute positively to our agency culture.
  • Contribute to the agency’s new business efforts – identifying and converting opportunities. Lead or contribute to RFIs / RFPs / Pitches / RTBs.
  • Contribute to the agency’s marketing efforts – website, social, outreach.
  • Ensure our work is recorded as case studies and the loop is closed on outcomes, not just output.
  • Contribute to our operational efficiency and sustainability.
  • Ownership of the financials – with the finance team and CEO. Forecasting, fee negotiations, contracts, estimating, on budget and profitable delivery, reconciliations and timely invoicing.
  • Maintain, develop and apply extensive knowledge of marketing and customer engagement including new channels, trends, strategies and technologies/tools
  • Demonstrate a sound understanding of the agency’s ambition and how they relate to your role.


Essential skills and attributes

  • Emotionally intelligent, a team player, positively ambitious.
  • Well versed and confident in customer engagement and CRM.
  • Experience in the key CRM tech players – i.e. Salesforce et al.
  • Active interest in the world of customer engagement, marketing, business and the world at large.
  • A confident, inspirational communicator, presenting with gravitas.
  • Able to enthuse and motivate themselves and others – recognising different personality types.
  • A good creative eye, and an ability to critique.
  • Ability to proactively seek and convert opportunities on existing and new business.
  • Strong relationship builder at all levels.
  • Excellent people manager with an ability to inspire, motivate, mentor and build commitment (colleagues and clients alike).
  • Proven track recording in delighting and exceeding client expectations.
  • Able to problem solve for self and others.
  • Able to manage budgets and forecast effectively – maintaining margin.
  • Strong negotiation skills.
  • Results driven, can be counted on to achieve and exceed goals successfully.


Ideal Characteristics

  • Experience in the energy, utilities sector.




Competitive salary plus a great benefits package including; 25 days’ holiday per year, pension and Bupa Healthcare (these will be added to the package following successful completion of the 3 month probation period).


Bonus scheme linked to agency revenue and profitability.