MD Experience

Leeds and Manchester, regular meetings in London

Reports to: Governance Board

Purpose: To grow Definition’s Experience product and team, responsible for growth, team development and innovation

Successful brands know that the alignment between customer experience and employee experience plays a crucial role in their success. There is a direct correlation between engaged employees and the quality of customer interactions.

We’re looking for a managing director to lead the development of a new offer and who can bring together two award winning teams.

The new ‘Experience’ team brings together Definition’s strategy, research and customer experience team based in Manchester (formally Brand Vista, which Definition acquired in 2022) and internal communications and employee engagement team based in Leeds (formally Words&Pictures, acquired in 2020).

The two teams are expert specialists – the Financial Times’ Top UK Management Consultants and PRWeek’s Top Two Internal Communications agencies.

In addition to supporting them to deliver the specialist work that they’re famous for, the MD will help us to develop a truly end-to-end CX and EX transformation solution from research to strategy, vision to creative communications and experiences.

The MD will help to retain and grow an enviable portfolio of clients which includes Amazon, Honda, Diageo, Merlin Entertainments and Santander. The MD will be responsible for a team of 25 across two offices, and a turnover of over £3 million.

The team includes specialists in:

  • Brand strategy
  • Internal communications and employee engagement
  • Research and consultancy
  • Customer and colleague experience design

We are looking for a growth-oriented people leader to work and innovate with the specialists in the team to develop a UK leading alignment proposition.

The MD will also join Definition’s Strategy Board.

You’re ideal for this role if you:

  • Senior interpersonal and communication skills
  • Ability to build relationships with high emotional intelligence
  • Organisational and planning skills
  • Autonomy and leadership
  • Strategic and creative thinking
  • Goal setting, reporting and analysis
  • Financial management and budget setting experience in a £3m+ organisation
  • Professionalism and quality-mindedness
  • Agency leadership experience
  • Coaching and team development
  • Public speaking and thought leadership
  • Desirable – experience design, marrying up physical and digital touch points for your clients’ customers and colleagues
  • Desirable – experience leading teams working in agile sprints or fast paced client environments

Key responsibilities include:

  • Strategy and management: Setting and delivering the Experience team’s growth strategy to reach the objectives agreed with the board. Anticipating problems and solving them as they arise.
  • Financial management: Working with the finance team and CEO to set and manage the Experience team budget; taking responsibility for the financial performance, including client profitability, staff utilisation and growth.
  • Resource management: Ensuring the team is effectively resourced to profitably and efficiently support clients and the needs of other departments of the business.
  • Public relations and marketing: Being a public face of the experience team and a subject matter expert on organisational strategy, experience design, transformation and brand alignment. Working with the central marketing function, playing a leading role in Definition’s marketing and sales strategy and providing a platform for the team’s specialists.
  • Client relations: Fostering trusted strategic relationships with clients in order to encourage confidence and trust in the business.
  • New business: Generating profitable new business opportunities and converting them into revenue.
  • Service design and delivery: Working with Directors and Partners to ensure that Definition’s Experience products continue to meet the needs of clients, the rest of the business and the market; identifying opportunities to adapt and innovate.
  • People: Managing, leading, motivating and inspiring the team to deliver their best work. Developing a succession plan and creating career progression opportunities for key team members.
  • Business strategy and culture: As a key member of the Strategy Board, contributing to the business strategy. Demonstrating commitment to Definition’s values; encouraging other members of the team to do so; having a voice and sharing ideas.
  • Business service delivery: Contributing to the wider business objectives by identifying and progressing client growth opportunities, helping develop new service lines and taking a leadership role in new initiatives.


  • 22 days holiday + your birthday + 3 days between Christmas and New Year – 26 in total
  • Your own benefit allowance of £1,200 per year to spend on anything you like  
  • A training budget of £100 per year  
  • Great parental leave policies  
  • 5% employer pension contributions 
  • Flexible and remote working options  
  • Regular social events 

Definition is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information, or parental status. 

If this role sounds right for you, then please get in touch. To apply simply send your CV and no more than 100 words on why we’re a match made in heaven to