Client Partner
About this role
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
About LAB
We’re a company that cares about the humans behind the tech.
At LAB, we believe in the power of digital to reshape the world for good. That belief drives the work we do every day, and we're proud to support our team as they create innovative solutions that make a real impact for our clients.
As part of the Human First Collective, alongside Reflect Digital (digital marketing) and Aspiration Digital (our non-profit digital skills conference for students), we’ve built a culture that encourages people to love what they do and do what they love. We’re deeply committed to the growth and development of our people, and we take pride in creating an environment where everyone can thrive.
Our shared mission is grounded in a deep understanding of human behaviour, which we apply to the design and delivery of digital solutions that challenge the norm and help reshape the digital world. With a broad portfolio of work, from major household brands to disruptive startups, and internal initiatives aimed at making the world a better place, every day brings new challenges, opportunities, and inspiration.
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 Savvy:Proven ability to spot growth opportunities, draft SoWs, manage pricing, and lead profitable account renewals.
Relationship & Retention Skills:A track record of building deep client trust, acting as an internal client advocate, and maintaining high satisfaction (targeting NPS 75+).
Strategic & Insight-Led Thinking:The ability to turn data, behavioural insights, and tech trends into actionable strategic roadmaps.
Cross-Functional Leadership:Strong communication skills that unify project managers, designers, developers, and behavioural scientists around shared client goals.
Ownership & Agility:Full accountability for your portfolio, a proactive approach to problem-solving, and the adaptability to navigate shifting priorities.
What Success Looks Like
You’ll know you’re thriving in this role when:
Clients Love Working With You:You maintain an NPS of 75+ and clients treat you as a trusted strategic partner, not just a service provider.
Accounts Grow & Stay Healthy:You consistently hit or exceed revenue growth, retention, and account margin targets.
Teams Are Aligned & Empowered:Delivery teams feel fully supported, clear on project context, and set up to succeed.
You Proactively Share Insights:You regularly bring fresh ideas, client feedback, and industry trends back to the agency to help improve how we work.
Benefits & Perks
We believe that taking care of our team means offering real flexibility, great time off, and meaningful health and growth benefits. Here is what you can expect when you join LAB:
Flexible Working Patterns: Enjoy a 4-day work week option (compressed hours) along with full remote working (UK-based) and flexible core hours to suit your life.
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Generous Time Off:
28 Days Annual Leave (excluding Bank Holidays).
Your Birthday Off every year.
1 Paid Charity Day per year to support a cause close to your heart.
Christmas Slow-Down: Agency slowdown between Christmas and New Year so everyone can rest properly.
Health & Wellbeing: Private Healthcare plan through Vitality, packed with rewards, wellness perks, and comprehensive health coverage.
Learning & Development: Clear growth paths and opportunities to get involved with collective initiatives like Aspiration Digital.
Work Anywhere policy
Human-First Culture: A supportive environment that respects boundaries, encourages honest feedback, and prioritises your mental health and work-life balance.
How to Apply
Ready to join a team that puts people first and builds tech that matters?
Just click "Apply", complete the application form and send over your CV.
We look forward to hearing from you!
Diversity and inclusion are at the heart of what we value as an organisation. LAB is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law. Our People team is happy to support any reasonable adjustments that are needed within the recruitment process, such as additional time or different application or interview formats. If we can do something to alter the recruitment process to better suit you, please let us know when you apply. We are committed to providing an inclusive and welcoming environment for all employees, volunteers, subcontractors, freelancers, and clients. Your information will be kept confidential according to the General Data Protection Regulation (GDPR).
Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At LAB, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Interview process - What to expect.
This is a more detailed breakdown of our interview process and what to expect at every stage. As stated above, if you need any reasonable adjustments to be made to this process, please let us know at the application stage.
Cultural Interview with People Director & Hiring Manager interview via Google Meet - 1 hour
Task Stage - A task is set in advance, and then a task Interview via Google Meet - 1.5hrs
Video or phone interview with one of our Directors.
Originally posted on Himalayas
