Role Snapshot

Join the dynamic Client Experience (CE) team and become a key player in shaping extraordinary client journeys! In this pivotal role, you will be at the heart of ensuring client accounts run seamlessly and effortlessly, while delivering outstanding experiences that truly set us apart. You’ll coordinate across our growth and specialist teams, ensuring everything comes together perfectly to exceed client expectations. As a client-facing team member, you'll lead meetings, drive impactful communication, and foster strong, lasting relationships between Found and our valued clients. With direct access to key stakeholders, you'll have the opportunity to make a real difference. If you’re someone who thrives in a fast-paced environment, excels at prioritising, and is driven by delivering innovative solutions that leave a lasting positive impression, we want you to help us elevate the client experience to new heights!

What you will be doing:

• Client Communication: Act as a primary point of contact for clients, ensuring timely responses, setting up meetings, and managing communications effectively. Facilitate client meetings, introduce agendas, and encourage face-to-face interactions where possible. Weekly attendance to in-person meetings is required.

• Relationship Building: Build and maintain strong relationships with clients and internal teams, becoming a trusted partner who ensures smooth collaboration.

• Meeting Support: Ensure all meeting notes are circulated within 24 hours, with tasks uploaded to our project management tools, and follow-up actions tracked and managed.

• Project Management: Work closely with the growth and performance teams to plan and manage projects, ensuring deadlines are met and priorities balanced across a portfolio of clients.

• Quality Assurance: Support performance teams by ensuring reports and deliverables are at a high standard and provide clear value to clients.

• Internal Collaboration: Collaborate closely with Growth Team and Performance Teams to drive account growth and client satisfaction.

• Data Insights: Support in interpreting data and insights, helping to inform client strategies and deliver meaningful outcomes.

• Client Satisfaction: Monitor and report on client satisfaction metrics to the Head of Client Experience, escalating potential issues to be addressed proactively.

• Cross-Agency Collaboration: Act as the conduit between Found and Braidr, ensuring efficient and accurate briefing processes.

What makes the Client Experience (CE) team at Found special?

The CE team is at the heart of Found, acting as the central point for both internal and external communications. As a team of several CE executives, we work closely together and with other specialist teams, including growth and performance, to deliver best-in-class results. Our role is collaborative, client-facing, and integral to the agency’s success. From regular social events to a supportive workplace culture, we’re a team that values collaboration, learning, and success.

How we work

We’re incredibly proud of the culture we’ve built - we’ve even won awards for it! Every day we focus on making progress, knowing that achieving big milestones comes from taking many small, deliberate steps. We’re always ready to support one another, share insights, and work together to overcome challenges. We embrace creativity, innovation and experiment relentlessly to deliver for our clients and get them the best possible results. We encourage ownership at every level, empowering our people to challenge the status quo and bring fresh perspectives. Everyone has a voice and can make an impact, bringing their own unique value to our team.

How does the team work?

• You will be given autonomy to work on accounts and take ownership/shape the way of working, with lots of support from your Account Manager, Head of Team and Growth team.

• We work collaboratively across departments. We work really closely with Growth, PPC, Paid Social & SEO.

• We have open comms - there aren’t any silly questions and there’s no limit to how many you can ask - whether that be to the Head of CE, AM, or AE.

What does it take to be a CE superstar at Found?

• You love building relationships with people and are confident in communicating and collaborating with clients and colleagues alike.

• You are enthusiastic about taking initiative and always ask, “What more can I be doing?”

• You have a positive, can-do attitude and are solutions-focused, and are naturally optimistic.

• You are highly organised and adept at prioritisation - balancing internal and external requirements across multiple accounts.

• You have an interest in, and preferably previous exposure to, digital marketing and are eager to learn and grow in this space.

• You are curious and proactive, asking thoughtful questions to build knowledge and think ahead.

• You are comfortable communicating with stakeholders at all levels and have experience facilitating meetings, introducing agendas, and driving discussions.

• You are excited about the opportunity to work in-person with colleagues and clients, understanding the value of building relationships face-to-face.

• You have an interest and aptitude for working with data.

• You are comfortable challenging others to ensure we’re delivering the best possible outcomes.

• You thrive in fast-paced environments with varied projects and multiple deliverables.

What is the interview process?

• Informal screening process with our People Experience team. This is to go through your top line experience and ask any questions we might have from your application (15-20 minutes)

• 1st stage interview with Head of Client Experience & AM to go through your experience and skills to date in more depth as well as an opportunity to discuss how you like to work best. We’ll also give you the opportunity to ask us any questions you have about Found. (45-60 minutes)

Perks and benefits

• Dynamic, Flexible Working 🏠
  Work is what we do, not where we do it. We believe in having a working environment where we thrive and can do our best work, whether that is at home, in the office or on the beach.

• Private Medical Insurance 🧑‍⚕️
  We support your health and wellbeing with either a cash pot or enhanced medical insurance to help with both medical and dental needs.

• Financial Wellbeing Coaching 💷
  Access to Bippit which provides access to professionally qualified coaches who assist with household financial accounts, budget monitoring, and creating holistic financial plans for all aspects of life.

• 1-1 Counselling & Mental Health Support 🧠
  Supporting your mental health, you will have access to six 1-1 sessions of therapy , plus access to self-directed content and frequent live workshops with Oliva for life.

• Subsidised Gym Membership 🤸
  Access to a platform of multiple gyms across the UK.

• Enhanced Parental Leave 👶
  We offer competitive packages to support our team with big life changes with up to 6 months enhanced primary caregiver pay and 6 weeks secondary caregiver pay.

• Interchangeable Bank Holidays ➡️
  We have a global multicultural team, so everyone gets the choice to swap bank holidays to cultural/religious days that are important to them.

• Matchable Partnership 🫶
  Two paid volunteering days via Matchable, a platform that promotes social impact by connecting individuals with meaningful community volunteering opportunities

• Personalised Career Progression 📝
  We know that progression is highly individual. You'll have a personalised development plan with meaningful, impactful training opportunities.

• And lots more! ⭐

At Found, we’re passionate about building a team of talented individuals from all walks of life who share the skills and drive to help us achieve our mission. That’s why we’re committed to a hiring process free from judgment, prejudice, or bias.

We encourage everyone to apply for our roles—your gender identity, race, ethnicity, sexual orientation, age, or background will never impact how your application is considered.

We’re dedicated to fostering an inclusive culture where everyone feels empowered to do their best work, enjoy their journey, and truly feel they belong.