Client Facing Team Guide
For Maddy Barette, John McQuaid & James Vassiliou
Maddy, James, and John - you are the primary points of accountability for your assigned client portfolios. This comprehensive guide provides your operational framework for delivering consistent, high-quality service across all client touchpoints. It encompasses time tracking requirements, structured responsibility schedules from daily through six-monthly intervals, service-specific protocols for SEO, PPC, and website management, plus essential communication standards and performance monitoring practices. Your roles extend beyond task execution to strategic client partnership, proactive problem-solving, and ensuring every client receives exceptional value from our integrated digital marketing services.
Client Portfolio Accountability: You are personally responsible for knowing every aspect of your assigned clients' accounts. This means understanding their business goals, current service mix, recent performance trends, upcoming campaigns, and any issues or opportunities across SEO, PPC, organic social, websites, and other services.
Comprehensive Account Knowledge: Don't limit yourself to just the tasks assigned to you - review all tasks, all performance metrics, and all communications for your clients. You should be able to confidently discuss any aspect of their account at any time.
Client Portfolio Reference: View the complete client tracking spreadsheet to see all client assignments, service details, and responsibility matrices. Bookmark this and reference it regularly.
Client Communication
Your primary responsibility for maintaining professional client relationships through systematic inbox management, content approvals, regular check-ins, and strategic planning participation.
- Daily: Check assigned Gmail inbox (Maddy: Integral Media, James: Higher Ranking, John: Purpose)
- Daily: Maintain "zero unread" inbox status
- Daily: Reach out to clients for content approvals with clear communication
- Monthly: Schedule and conduct client check-in calls per Column P schedule
- Quarterly: Assist with strategy planning, produce reports, and attend meetings
Task Management
Ensure accountability for your client portfolio performance by reviewing all project tasks, coordinating with teams, and managing content publishing workflows effectively.
- Daily: Review all tasks in client projects - ensure owners, start dates, and due dates are assigned
- Daily: Work with SEO team to publish approved content ASAP (check Column O for responsibility)
- Daily: Coordinate with Google Ads, SEO, and other teams for timely task completion
- Monthly: Close out previous month's tasks (last week of month for SEO catchup)
- Monthly: Create new monthly tasks (Google Ads management, calls, meeting reminders)
Performance Management
Systematic monitoring and auditing of client account performance across all digital marketing channels to ensure optimal results and identify improvement opportunities.
- Weekly: Check Google Ads, Meta Ads, and LinkedIn Ads performance for each account
- Monthly: Check SEO performance for each account (work with SEO team)
- Six-Monthly: Audit client websites (test forms, check conversions, identify errors)
- Six-Monthly: Audit Agency Analytics Dashboard (reports setup, recipient accuracy, service connections)
Critical Focus Areas: The three areas above—Client Communication, Task Management, and Performance Management—are the most critical aspects of your role and apply to managing all clients across your portfolio.
Team Collaboration: Ensure you use all the experts in the team internally to manage services appropriately. Don't be afraid to reach out to people on Cliq or use Projects to communicate with them for guidance, support, and collaboration.
Accurate time tracking is essential for transparent client billing, resource allocation, and business intelligence. All client-related work must be logged with precision to maintain profitability and provide clear visibility into project investments.
What to Log
Comprehensive time tracking for all client-related activities to ensure accurate billing and resource allocation. Track all work regardless of size with a minimum 15-minute increment.
- All time spent on client-related tasks, regardless of size
- Minimum increment: 15 minutes for accurate tracking
- Include time for emails, calls, and content creation
- Track reviews, research, and administrative tasks
- Document brief descriptions of work completed
- Log time at least once daily for consistency
How to Log Time
Flexible time logging options using Zoho Projects built-in features for real-time tracking or manual entry in 15-minute increments after task completion.
- Option 1: Use Zoho Projects built-in timing features
- Option 2: Log time manually in 15-minute increments
- Always log time against the specific client and task
- Include brief descriptions of work completed
- Track time as you work for maximum accuracy
- Complete entries at end of workday if needed
Why This Matters
Time tracking provides critical business intelligence for accurate billing, resource allocation, and profitability analysis to support strategic decision-making and client success.
- Accurate Billing: Transparent billing based on actual time invested
- Resource Allocation: Better team planning and workload distribution
- Business Intelligence: Profitability analysis and project estimation
- Client Transparency: Clear visibility into work performed
- Process Improvement: Identify efficiency opportunities
- Strategic Planning: Data-driven capacity and growth decisions
Daily operations form the foundation of exceptional client service delivery. These core responsibilities ensure consistent communication, organised task management, and proactive client relationship building through structured daily workflows.
Assigned Inbox Monitoring
Assigned Responsibilities: Maddy: integralmediaau@gmail.com, James: Higher Ranking Gmail, John: Purpose Gmail
- Monitor assigned inbox daily for important client-related information
- Check for new Google or Meta service linkings for clients
- Watch for CMS service notifications for new clients
- Identify performance or account management related issues
- Monitor for billing issues and payment notifications
- Escalate urgent issues immediately to relevant team members
- Create or update tasks as necessary to ensure proper communication flow
Email Management & Communication Triage
Manage your personal inbox and handle general email communications efficiently throughout the day.
- Review all incoming emails and categorise by urgency and client
- Respond to time-sensitive communications within 2 hours
- Forward relevant emails to appropriate team members
- Flag any urgent issues that require immediate attention
- Maintain organised email folders and clear inbox daily
Daily Planning & Task Review
Review your personal task list and create a structured plan for the day each morning after email review.
- Open your task management system and review all assigned tasks
- Prioritise tasks based on deadlines, client importance, and dependencies
- Identify any blockers or resources needed
- Allocate realistic time blocks for each major task
- Set 2-3 key objectives for the day
Daily Standup with Liam Clarkin
Brief check-in meeting to discuss challenges and daily plans at scheduled daily meeting time.
- Current challenges or blockers you're facing
- Your planned priorities for the day
- Any support or resources you need
- Updates on critical client issues
- Questions or clarifications needed
Daily Task Management & Execution
Complete task triage, content management, and general task execution with proper time logging.
- Work through all tasks starting with oldest/most urgent first
- Ensure all tasks have an owner, start date, end date, and flexible work hours
- Reach out to clients for content approvals and publish approved content
- Complete tasks within deadlines and maintain quality standards
- Log time in Zoho Projects for all client-related tasks
Weekly reviews and assessments provide strategic oversight and performance optimisation opportunities. These regular checkpoints ensure client projects stay on track and advertising performance meets established benchmarks.
Client Project Reviews (2x per week)
Comprehensive review of each assigned client's project status. Minimum twice weekly per client (recommend Monday and Thursday).
- Review all active tasks and projects for the client
- Check task completion status and identify any overdue items
- Look for "orphaned" tasks that may have been forgotten or lack clear ownership
- Identify blocked tasks and determine next steps to unblock them
- Use your initiative to resolve issues independently when possible
- Escalate only when absolutely necessary - exhaust other options first
Advertising Performance Reviews
Weekly performance checks for Google Ads, Meta Ads, and LinkedIn Ads across all client accounts.
- Access performance dashboards for each platform
- Check key metrics: CTR, CPC, ROAS, conversions, reach, engagement
- Compare current performance to previous periods
- Identify any accounts requiring immediate attention
- Document findings and flag issues to appropriate team members
Monthly activities focus on comprehensive client communication, strategic performance evaluation, and in-depth analysis. These responsibilities ensure long-term client satisfaction and identify opportunities for service enhancement.
Monthly Client Communications
Schedule and conduct monthly check-in calls with assigned clients. Note: Liam Clarkin will handle premium clients.
- Schedule monthly check-in calls with assigned clients
- Follow standard client communication procedures
- Document call outcomes and next steps
Month-End Task Management
Close out previous month's tasks and create new monthly tasks in the last week of each month.
- Complete task closeout in the last week of the month
- Clear the project for SEO catchup and archive completed tasks
- Set up Google Ads management tasks and schedule monthly calls
- Check requirements on a per-client basis
- Ensure all recurring tasks are properly assigned with deadlines
SEO Performance Review
Monthly SEO analysis for each assigned client account, reviewing rankings, traffic, and conversion data.
- Review SEO performance for each assigned client account
- Check rankings, organic traffic, and conversion data
- Compare performance to previous months and client goals
- Identify opportunities for improvement
- Liaise with SEO team for any performance issues
- Document findings and recommendations
Quarterly and six-monthly assessments provide comprehensive strategic evaluation and thorough auditing processes. These deep-dive reviews ensure long-term account health and identify strategic growth opportunities.
Quarterly Strategy & Reporting
Assist with quarterly strategy planning, produce comprehensive reports, and conduct quarterly meetings for assigned clients.
- Assist with quarterly strategy planning for assigned clients
- Review current strategies and performance
- Produce comprehensive quarterly reports for each client
- Include performance data across all service areas
- Schedule and attend quarterly strategy meetings with clients
- Follow up with meeting notes and action items
Six-Monthly Comprehensive Audits
Conduct thorough website audits and agency analytics dashboard audits for each assigned client every six months.
- Conduct thorough website audits for each assigned client
- Test all forms and check conversion functionality
- Review and audit agency analytics dashboards
- Ensure all reports are set up correctly and going to correct recipients
- Identify and document any errors or issues
- Coordinate with development team for necessary fixes
Team Collaboration Opportunity: This is an excellent chance to bring in knowledge from around the team. Get Alex involved in a video chat with the client to leverage broader expertise and strategic insights.
Growth & Opportunity Focus: Work on understanding where there may be opportunities to grow our retainer with the business. What are they having issues with? What are their short, medium and long-term business goals? What services do we offer that can help the client achieve those goals?
The Client Facing Team focuses on client liaison, business understanding, and quality oversight rather than technical SEO implementation or content creation. Key activities include liaising with clients to understand business needs, reaching out for content approvals, ensuring SEO tasks are executed with high quality standards, and maintaining close collaboration with the SEO team. Client Facing Team members may be required to maintain Tone of Voice documentation for clients and must understand each brand's service offerings to ensure content relevance.
Client Liaison & Business Understanding
Build strong relationships with clients to understand their business needs, service offerings, and SEO objectives for strategic alignment.
- Liaise with clients to understand business needs and SEO objectives
- Maintain awareness of services the brand offers to ensure content relevance
- Gather client requirements for SEO strategy and content direction
- Maintain Tone of Voice (ToV) documentation for assigned clients
- Facilitate clear communication between clients and SEO technical team
Content Approval & Quality Oversight
Manage content approval processes and ensure quality standards are maintained across all SEO deliverables and client communications.
- Reach out to clients for content approvals and gather feedback
- Review content for brand alignment and relevance before client presentation
- Ensure content reflects client's services and business offerings accurately
- Coordinate with SEO team to maintain content quality standards
- Document client preferences and feedback for future content creation
Performance Oversight & Team Coordination
Monitor SEO performance delivery, coordinate with the SEO team, and ensure timely, high-quality execution of all SEO initiatives.
- Conduct monthly checkups and discussions with the SEO team
- Monitor SEO task completion and ensure timely delivery
- Oversee quality standards and escalate concerns when necessary
- Review monthly SEO performance reports before client delivery
- Coordinate between clients and SEO team for optimal communication
Task Management Responsibility: It's the Client Facing Team's responsibility to review SEO tasks and ensure they are finished within the assigned timeframes. You're accountable for ensuring tasks are properly closed at the end of each month.
Project Organisation: Ensure the following month has proper planning in place and that each client's project is kept in a tidy and up-to-date way for optimal workflow and client service delivery.
The Client Facing Team is responsible for performance monitoring of assigned PPC accounts across Google Ads, Meta Ads, and LinkedIn Ads platforms. Training and skills uplift are provided on an ongoing basis to support campaign management responsibilities. Key activities include conversion tracking, call tracking, creative design in Creatopy, liaising with clients on performance and changes, and evaluating lead quality with clients. For Google Ads management, work closely with Chetan Joshi for guidance and coordination, whilst LinkedIn responsibilities may involve paid advertising campaigns or outreach campaigns depending on client strategy requirements.
Google Ads Management
Performance monitoring and optimisation of Google Ads campaigns with guidance from Chetan Joshi for strategic campaign management.
- Work closely with Chetan Joshi for Google Ads coordination and guidance
- Monitor campaign performance, bids, and budget allocation daily
- Implement conversion tracking and call tracking for lead measurement
- Design and create ad creatives using Creatopy platform
- Liaise with clients on performance metrics and campaign adjustments
- Evaluate and discuss lead quality with clients regularly
- Manage all Google Ads related tasks and maintain organised task workflows
- Create monthly management tasks for ongoing campaign optimisation
- Manage subtasks and systematically close out completed old tasks
Meta Ads Management
Facebook and Instagram advertising campaign management focusing on performance monitoring and client communication.
- Monitor Meta advertising campaign performance across Facebook and Instagram
- Track conversion rates and implement pixel-based tracking systems
- Create and optimise visual ad creatives using Creatopy design tools
- Manage audience targeting and lookalike audience development
- Provide regular performance updates and recommendations to clients
- Assess lead quality and conversion effectiveness with client feedback
- Manage all Meta Ads related tasks and maintain organised task workflows
- Create monthly management tasks for ongoing campaign optimisation
- Manage subtasks and systematically close out completed old tasks
LinkedIn Ads Management
LinkedIn advertising campaigns and outreach coordination for B2B lead generation and professional networking strategies.
- Manage LinkedIn paid advertising campaigns for B2B clients
- Coordinate LinkedIn outreach campaigns as alternative strategy
- Monitor professional audience engagement and lead generation metrics
- Design LinkedIn-specific ad creatives optimised for professional audiences
- Track and analyse B2B conversion rates and lead quality
- Collaborate with clients to refine targeting and messaging strategies
Monthly Management Tasks: Use the monthly management task (e.g., "August Management") to log hours that don't relate to a specific task. It's your responsibility to ensure that a new Monthly Management task is created before the new month begins, and to close out the old month's task, ensuring all tasks have been completed.
Granular Work Tracking: Please don't add any work into the monthly management comments. Always create subtasks so work can be tracked in a granular way.
The Client Facing Team manages various workflows beyond core digital marketing services, including website oversight, CRM management, and email marketing (EDM) coordination. The focus is on accurate data gathering, clear communication, and quality assurance rather than executing technical work directly. Key activities include gathering client requirements and change requests, documenting them with screenshots and annotations for clear handoffs, identifying when projects fall outside existing retainer agreements, and escalating issues when necessary. Client Facing Team members will manually test systems, review implementations for issues, and maintain oversight of project timelines to ensure client expectations are met.
Website Oversight & Quality Assurance
Monitor client websites for issues, gather change requests, and ensure timely project delivery while maintaining quality standards.
- Review client websites regularly for issues (spelling, images, conversion points)
- Manually test form submissions to ensure actionable lead delivery
- Gather client requirements and change requests with detailed documentation
- Use screenshots with annotations for clear communication to development teams
- Monitor project timelines and escalate delays when necessary
Data Gathering & Communication
Accurate collection and communication of client requirements, ensuring clear handoffs to technical teams and proper project scoping.
- Document client change requests with precise technical specifications
- Create detailed briefs with screenshots and annotations
- Identify when projects exceed retainer scope and require additional billing
- Facilitate communication between clients and technical implementation teams
- Maintain project documentation and progress tracking
CRM & Workflow Management
Oversee CRM systems and other workflow tools, ensuring data integrity and process optimisation for client success.
- Monitor CRM system performance and data accuracy
- Gather client feedback on workflow efficiency and bottlenecks
- Coordinate with technical teams for CRM updates and improvements
- Document workflow issues and recommend process improvements
- Ensure reasonable timeframes for technical implementations
- Escalate critical workflow issues that impact client performance
EDM Planning & Creation
Coordinate email marketing campaigns (EDMs) from concept to delivery, ensuring strategic alignment with client goals and effective audience engagement.
- Develop email marketing strategy and campaign concepts
- Create comprehensive EDM content calendars and schedules
- Coordinate with design teams for email template creation
- Manage client approvals for email content and design
- Oversee email list segmentation and targeting strategies
- Monitor email deliverability and engagement metrics
- Coordinate with technical teams for email platform management
- Analyse campaign performance and provide optimisation recommendations
Professional client communication forms the cornerstone of successful account management. These standards ensure consistent, timely, and effective communication that builds trust and maintains strong client relationships.
Client Phone Calls & Documentation
Professional call management with comprehensive preparation, active engagement during calls, and thorough follow-up within 24 hours to ensure accountability and clear next steps.
- Review client account status and prepare agenda before calls
- Take detailed notes and confirm understanding during calls
- Upload notes to CRM and create comprehensive action points
- Send follow-up email summarising discussion and next steps
- Create tasks in project management system with assignments
- Set reminders for follow-up actions and deadlines
Email Communication & Response Management
Systematic email management with quick response times, professional tone, and proactive communication to maintain strong client relationships and project momentum.
- Review and categorize emails by urgency and client
- Acknowledge client emails within 2 hours during business hours
- Provide complete responses within 24 hours maximum
- Forward relevant emails to appropriate team members
- Flag urgent issues requiring immediate attention
- Maintain professional, proactive, and solution-oriented tone
Proactive Client Updates & Relationship Building
Strategic communication approach focusing on regular updates, transparent project status sharing, and relationship building to enhance client satisfaction and trust.
- Provide regular project status updates without being asked
- Communicate potential delays as soon as they're identified
- Schedule and conduct monthly client check-in calls
- Share wins, improvements, and strategic recommendations
- Document all client interactions and maintain detailed records
- Build rapport and trust through consistent, reliable communication
Effective task management ensures systematic project delivery and maintains quality standards across all client work. These fundamentals provide the framework for organising, prioritising, and executing tasks efficiently.
Complete Project Overview & Visibility
Maintain comprehensive understanding of all client projects, not just individual assigned tasks. Monitor task ownership, dependencies, and proactively identify potential bottlenecks or resource conflicts.
- Review entire client project boards and task lists regularly
- Understand project timelines, milestones, and dependencies
- Identify how your tasks connect to broader project goals
- Monitor task ownership and ensure nothing falls through cracks
- Communicate with team members about project status and blockers
Task Prioritisation & Strategic Execution
Systematically organise and execute tasks based on strategic importance and urgency. Use proven frameworks like the Eisenhower Matrix to balance deep work with reactive tasks.
- Use Eisenhower Matrix: Urgent/Important classification
- Consider client deadlines, dependencies, and business impact
- Block time for deep work vs. reactive tasks
- Set realistic expectations and communicate delays early
- Track progress and adjust priorities as situations evolve
Workflow Management & Process Optimisation
Continuously improve task management processes and workflows for maximum efficiency. Focus on standardisation, automation, and quality checkpoints to enhance team productivity.
- Standardise repetitive processes and create templates
- Use automation where possible to reduce manual work
- Maintain organised file structures and documentation
- Implement quality checkpoints before task completion
- Share best practices and process improvements with team
Continuous performance monitoring drives data-informed decision making and ensures strategic objectives are met. Regular analysis of key metrics enables proactive optimisation and demonstrates measurable value to clients.
Key Performance Indicator (KPI) Tracking
Monitor and analyse critical metrics across all client service areas with daily monitoring, weekly analysis, and monthly reporting to ensure consistent high-performance delivery.
- Task completion rates and deadline adherence
- Client response times and communication effectiveness
- Project milestone achievement and timeline accuracy
- Quality scores and client satisfaction indicators
- Time allocation efficiency across different task types
- Revenue impact and cost-effectiveness of activities
Client Account Performance Assessment
Comprehensive evaluation of individual client account health and performance through weekly reviews and monthly deep-dive analysis to ensure optimal service delivery.
- Service delivery quality and consistency evaluation
- Client engagement levels and satisfaction feedback
- Project progress against planned timelines
- Budget utilisation and resource allocation efficiency
- Opportunity identification for additional services
- Risk factors and potential issues requiring attention
Continuous Improvement & Optimisation
Ongoing analysis and improvement of performance across all service areas through regular reviews, industry benchmarking, and data-driven enhancements to processes and outcomes.
- Conduct regular performance reviews and gap analysis
- Benchmark against industry standards and best practices
- Implement data-driven improvements to processes
- Seek client feedback and incorporate into service enhancement
- Collaborate with team to share insights and learnings
- Document and standardise successful strategies
Clear communication guidelines and performance standards establish expectations for professional excellence. These standards ensure consistent service delivery and maintain Integral Media's reputation for quality across all client interactions.
Internal Communication
Maintain professional internal communication standards with proper response times and escalation procedures.
- Reply to internal messages within 4 hours during business hours
- Use judgement to determine when issues require immediate escalation vs. independent resolution
- Keep detailed records of all client interactions and decisions
Client Communication
Professional, proactive, and solution-oriented communication with strict response time standards.
- Acknowledge client emails within 2 hours, provide full responses within 24 hours
- Maintain professional, proactive, and solution-oriented tone
- Proactively communicate project status and any potential delays
Performance Standards
Maintain high quality standards, meet deadlines, and take initiative as the primary point of accountability for assigned clients.
- All deliverables must meet established quality standards before client delivery
- Meet all agreed-upon deadlines and communicate potential delays early
- Double-check all work for accuracy and seek peer review when needed
- Proactively identify and address potential issues
- Take ownership of problem-solving before escalating
- Build buffer time into planning for unexpected issues