Role Overview
As a senior member of the Client Services team, the Account Director plays a pivotal role in developing, nurturing, and maintaining trusted relationships with our clients. You act as the primary interface between the client and the agency, ensuring the consistent delivery of high-quality work that exceeds expectations while proactively addressing any challenges that may arise.
You will lead the strategic direction of your accounts and oversee the planning, development, and execution of marketing programs that align with client goals. As a natural leader, you will mentor junior team members, foster collaboration, and maintain a standard of operational excellence.
Working closely with the Head of Customer Success, you will help translate complex briefs into clear, actionable programs. You will take a consultative, strategic approach – guiding clients through the evolution of their marketing strategy and championing outstanding creative work that delivers measurable business impact.
Key Responsibilities
Client and Commercial Leadership
- Serve as the commercial lead for all assigned accounts, driving profitability and sustainable growth.
- Foster and grow long-term client relationships based on trust, strategic insight, and performance.
- Identify and pursue opportunities for organic growth and cross-selling within existing accounts.
- Lead client communications, including campaign strategy, reviews, reporting, and budget discussions.
- Partner with the Head of Customer Success to identify and mitigate risks, uncover new opportunities, and shape client strategies.
- Represent the agency in new business pitches, supporting the acquisition of new clients and upselling to current clients.
Internal Leadership and Delivery Oversight
- Lead day-to-day account operations across departments, ensuring seamless cross-functional collaboration.
- Ensure timely, accurate delivery of all client projects – on brief, on time, and on budget.
- Review and oversee all client deliverables to maintain creative excellence and accuracy.
- Direct the creation of marketing plans, proposals, and campaign presentations.
- Manage financial reporting, forecasting, and client billing in line with internal systems and processes.
- Track and report on KPIs and performance metrics to senior leadership.
Team Management
- Lead and mentor junior and mid-level team members, fostering a high-performance and development-driven culture.
- Provide clear direction and constructive feedback to support team growth and client success.
- Champion best practices in project management, communication, and creative briefing across the department.
Core Competencies and Requirements
- 7+ years of experience in account management or client services within a marketing, creative, or digital agency.
- Proven track record of managing high-value client relationships and delivering commercial growth.
- Strong understanding of B2B marketing, ABM strategies, and integrated campaign planning.
- Confident communicator and presenter, capable of engaging with senior stakeholders and C-level clients.
- Commercially astute with excellent financial and operational management skills.
- Detail-oriented and organised, with strong project management capabilities.
- Resilient, calm under pressure, and comfortable leading teams through ambiguity and change.
- Passionate about marketing, client success, and driving meaningful business outcomes.
