The core rule: no direct messages with clients, and meetings should only be with the Marketing Manager and/or Leadership. All communication happens in the client’s public channel, with the Marketing Manager owning and running the conversation. If they send you a direct message or email, reply to them and let them know you replied in the channel.
Leadership Team
Marketing Manager
Support Specialist
Do not communicate with clients via Slack or ClickUp DMs.
Do not bring design/ads team members into client calls.
Do not communicate via 1-1 emails.
All project communication (ads and creative) must be run in the client’s channel and be owned by the Marketing Manager.
Make best efforts to keep every request, deliverable, revision, and approval inside the shared channels or ClickUp tasks, to keep a single source of truth.
Any non-confidential communication should happen in the shared channel.
Visibility: Everyone can see context, decisions, and history.
Accountability: Clear ownership and timelines in one place.
Continuity: Coverage when teammates are OOO or transitioning.
Speed: Faster, coordinated responses without side channel gaps.
Compliance: Reduces risk of missed approvals or requirements.
Marketing Manager:
Runs all client communications in the client channel.
Kicks off projects, sets expectations, timelines, and next steps.
Routes specialist questions/updates and consolidates answers for the client.
Captures decisions and approvals in-thread or ClickUp tasks.
Ad Specialist:
Shares ad plans, assets, performance updates, and questions in the ClickUp task.
Directs all client-facing questions through the Marketing Manager in the ClickUp task.
Never DMs clients; if DM’d, forward the message to the Marketing Manager.
Design Team:
Posts briefs, concepts, proofs, revisions, and final files in ClickUp task.
Uses ClickUp task for feedback and versioning.
Never DMs clients; if DM’d, forward the message to the Marketing Manager.
Do not answer the request in DM.
If you’re not the Marketing Manager, forward the message to the Marketing Manager.
In the DM, please reply this: “Hey, I saw your message and I just forwarded it to your Marketing Manager. Have a great one!”
Intake and scoping - ClickUp
Marketing Manager posts a brief: goals, scope, timelines, owners.
Keep questions and answers in the ClickUp Task.
Execution
Specialists post updates and draft assets in the ClickUp task.
Use clear filenames and versioning.
Review and feedback
Client feedback is submitted by the Marketing Manager in the ClickUp task.
Designers and Ads Specialists consolidate feedback and confirm what will change and by when.
Handover/launch
Marketing Manager will post final files/links into the channel and tag the client.
Task is marked as completed.
Do:
Use the client channel for all communication.
Keep everything in a single thread per task or asset.
Summarize decisions and next steps after each milestone.
Don’t:
DM clients for questions, updates, or approvals.
Split conversations across multiple threads for the same item.
Add new people to the shared channels.
Invite ads/creative team members on client calls.
Do:
Keep all communication in ClickUp task.
Forward DMs to Marketing Managers.
Use ClickUp as your source of truth.
Politely redirect clients to the shared channel.
Don’t:
DM clients for questions, updates, or approvals.
Reply to clients when they reach out to you individually.
Add new people to the shared channels.
Join client calls if not authorized by leadership team.
