ROLE SNAPSHOT

Join the Client Experience team and become a key part of how Found's clients experience working with us. In this role, you'll be at the heart of ensuring client accounts run seamlessly - coordinating across our Growth and specialist teams, leading meetings, driving meaningful communication, and fostering the kind of strong, lasting relationships that keep clients coming back.

What makes someone thrive in this role isn't just experience - it's attitude. We're looking for someone who genuinely understands what great client experience looks like and feels strongly that they can deliver it. Someone curious enough to ask the right questions, organised enough that nothing escapes them, personable enough that clients and colleagues alike feel at ease, and hungry enough to keep pushing to be better.

If the idea of owning client relationships, developing your skills in digital strategy, and being part of a team that's always challenging itself to improve genuinely excites you - we'd love to meet you.

WHAT YOU WILL BE DOING:

• Client Communication: Act as a primary point of contact for clients, ensuring timely and proactive responses, setting up meetings, and managing communications with confidence. Facilitate client meetings, introduce agendas, and encourage face-to-face interactions where possible. Regular attendance at in-person client meetings is an important part of this role.

• Relationship Building: Build and maintain strong, trust-based relationships with clients and internal teams. Become a reliable partner that both sides feel confident in - someone who brings calm, human communication and genuine interest in the people you work with.

• Meeting Support: Ensure pre-meeting prep is delivered ahead of time, and follow up notes are circulated within 24 hours, with tasks uploaded to our project management tools and agreed actions tracked and managed.

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

• Quality Assurance: Support performance teams by ensuring reports and deliverables are clear, accurate, and provide genuine value to clients before they land.

• Internal Collaboration: Collaborate closely with Growth and Performance Teams to drive account progress and client satisfaction. This role involves a lot of working across internal teams - keeping things moving and keeping everyone aligned is central to the job.

• Data Insights: Support in reporting; maintaining data accuracy, and creating digestible reports that the performance teams can draw meaningful insight from.

• Client Satisfaction: Monitor and report on client satisfaction signals, escalating potential issues to the Head of Client Experience before they become problems.

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

• Team Projects: Contribute actively to team-wide projects that challenge how we work, improve our processes, and raise the bar for client experience across the agency. We are always asking how we can do things better — we want someone who asks that too.

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 specialists, 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. 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.

HOW DOES THE TEAM WORK?

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

• We are a hybrid agency, which means flexibility is genuinely built in. As a team, we are in the office regularly - at least once a week - for client meetings and in-person collaboration. If you value collaborative working, learning from your peers, and creating strong relationships with the people you work with, you will fit right in.

• 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 are genuinely passionate about pursuing a career in digital marketing. You do not need to have worked in the industry, but you need to be able to demonstrate real interest and enthusiasm - we will ask you about it at interview, so come prepared to talk about it.

• You love building relationships with people and are confident communicating and collaborating with clients and colleagues at all levels.

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

• You have a positive, can-do attitude, are solutions-focused, and are naturally optimistic. Your energy and enthusiasm are felt by the people around you.

• You are highly organised and genuinely cannot rest when your deadlines and task management are not in order. Prioritisation across multiple accounts comes naturally to you.

• You are adaptable and malleable — priorities shift, clients change, and ways of working evolve. You move with it rather than against it, and do not need perfect clarity to keep things progressing.

• You are curious and proactive, asking thoughtful questions to build knowledge and think ahead. You are hungry to learn and actively seek feedback.

• You thrive in collaborative environments - working across internal teams, juggling client demands and internal resource, and keeping all parties happy is what this role is all about.

• You are comfortable communicating with stakeholders at all levels and have some 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 are comfortable challenging others constructively to ensure we are delivering the best possible outcomes.

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

WHAT IS THE INTERVIEW PROCESS?

• Informal screening call with our People Experience team to go through your background 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 in more depth, as well as an opportunity to discuss how you like to work best. We will 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. Thrive at home, in the office or wherever suits you best.

• Private Medical Insurance 🧑‍⚕️ – Cash plan covering medical and dental needs.

• Financial Wellbeing Coaching 💷 – Access to Bippit for expert support with budgeting, planning and long-term financial wellbeing.

• 1-1 Counselling & Mental Health Support 🧠 – Six 1-1 therapy sessions plus self-directed content and live workshops through Oliva.

• Subsidised Gym Membership 🤸 – Access to gyms across the UK via a flexible platform.

• Enhanced Parental Leave 👶 – Up to 6 months enhanced primary caregiver pay and 6 weeks for secondary caregivers.

• Interchangeable Bank Holidays ➡️ – Swap UK bank holidays for cultural or religious days that matter to you.

• Matchable Partnership 🫶 – Two paid volunteering days supporting causes you care about.

• Work from Abroad 🌍 – Up to 30 days a year working from another country.

• Personalised Career Progression 📝 – Tailored development plans with meaningful learning and progression 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.