Being a Client Lead¶
Closest to the work — and to the people doing it.
What it is¶
The Client Lead supports a Consultant on day-to-day work matters. Project, client, workload, the team around them — and the small stuff that becomes big stuff if no one catches it.
It's the closest of the support roles, set by which account someone's working on. As accounts change, Client Leads change with them. The role typically sits with the Account Technical Lead (ATL) or Account Delivery Lead (ADL).
The role isn't a single 1:1 — your Client Lead can be the contact for many on the account.
What you actually do¶
- A weekly check-in with each person on your account. Short — around 15 minutes — longer if it's needed.
- Notice what's going well and say so. Notice what isn't and have the conversation early.
- Handle the operational rhythm: holiday, sickness cover, anything that affects the work or the client.
- Make sure they are actually ok, not just saying it.
- Own the formal review cycle for the people you lead — writing it, delivering it, coordinating 360 feedback.
- Loop in others when the conversation needs them — your Client Leadership Team for commercial questions, the Advocate for career ones, Ops for anything formal.
What good looks like¶
You know what's on each person's mind without them having to chase you. You catch the small stuff early — the tiredness, the friction with the client, the brilliant bit of work that deserves to be noticed. People feel they can be straight with you, and you're straight with them. The team performs because the people on it feel supported.
What it isn't¶
It isn't line management. It isn't career coaching — that's the Advocate's space. It isn't a status meeting in disguise. And it isn't something you carry alone — the rest of the network is there for the things that don't belong with you.
The honest bit¶
It's roughly 15–20 minutes per person, per week, plus admin. Review time is more. It's not huge, but it's regular — and the value comes from showing up consistently, not from heroics.
The behaviours it helps build — leadership, people-first mindset, open communication — are part of what we look for at Lead level and above. They're difficult to evidence without doing the work that comes with them.
Client Lead is a necessary role but if there is a strong concern that you're not the right person for someone, say so early so it can be discussed.
Read our people support network for how the Client Lead role sits alongside the Advocate and the wider support network.