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PHMG • Manchester, England, United Kingdom
Role & seniority: Quality Assurance Manager – Client Retention (Manager level)
Stack/tools: Data analysis; quality assurance processes; CRM systems; Excel (advanced); internal audit; reporting; client/account management tools
Develop and refine QA strategies to support a seamless client retention function
Monitor global inbox and data/trends to inform decisions and improve the client journey
Optimise CRM performance via thorough verification, testing, reporting around software changes; establish and support targets; review client communication and account management for quality
Proven data analysis experience focused on quality assurance
Strong organisation, time and project management; ability to balance competing priorities
Excellent communication (including with C-level), independent work ethic, and data-driven mindset
Proficiency in Excel and ability to identify risks and propose mitigations
Experience with CRM systems and process-improvement initiatives
Critical thinking with sound judgment for risk assessment
Coaching/mentoring ability across management and individual contributors
Old Trafford, Manchester
Hours: Mon–Thu 11:00–20:00; Fri 11:00–18:00
Client Retention/Global Quality Assurance alignment; full-time role
Quality Assurance Manager – Client Retention
Hours: Monday – Thursday (11am – 8pm) Friday (11am – 6pm)
Location: Old Trafford, Manchester
Oversee: Client and Product Implementation
Reporting to: Head of Global Quality Assurance and Vice President of Client Implementation (Global) Job Role As a Quality Assurance Manager, you will oversee the development and delivery of a robust internal audit function that delivers value and best practice to the internal governance of the business. The Quality Assurance Team play a crucial role within the Client Services department. You will be responsible for reviewing all engagement with our client base, reporting effectively on processes, analysing the data and trends to ensure that quality standards are consistently met across projects and departments and identifying and implementing relevant process improvements. Your time will be mainly focused on the Client Retention department however your main objectives and time allocation will be dependent on department key objectives.
This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.
Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.
For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.
Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?