Account Director

What you'll do

• Lead account planning and execution across assigned clients ensuring alignment with client objectives and commercial priorities
• Build and maintain mid-senior client relationships as primary point of contact for delivery, performance, and commercial discussions
• Collaborate with Strategy, Growth, Delivery, and specialist teams for coordinated delivery and consistent messaging
• Contribute to onboarding, governance, and reporting processes ensuring high-quality standards and operational consistency
• Lead renewal and retention conversations supporting expansion opportunities and strengthening long-term client partnerships
• Monitor client health and performance metrics identifying risks, improvement opportunities, and proactive interventions
• Resolve delivery escalations supporting teams to troubleshoot issues and ensure seamless client experience
• Achieve strong client satisfaction demonstrated through improved NPS/TRR, healthy relationship scores, and reduction in issues
• Drive retention and renewal outcomes meeting or exceeding targets across assigned accounts
• Deliver revenue and commercial performance including accurate forecasting, upsell support, and efficient delivery management
• Support high-performing delivery teams evidenced by team engagement, skill progression, and consistent delivery quality
• Maintain operational excellence ensuring structured governance, clear communication, and timely delivery
• Foster collaboration supporting culture-building, cross-practice alignment, and knowledge sharing across teams

Requirements

• Strong experience in client leadership, account management, or delivery roles in digital, data, CRM, or CX environments
• Proven ability to manage multiple client accounts and oversee day-to-day client operations
• Strong stakeholder management skills, with confidence engaging mid-senior client contacts
• Solid commercial acumen, including managing budgets, forecasts, and supporting account growth
• Excellent communication, organisational, and problem-solving skills
• Ability to handle escalations with composure and maintain strong client trust
• Experience in multi-solution engagements (digital, CRM, CX, media, or data) (desirable)
• Knowledge of onboarding processes, governance frameworks, or client health measurement (desirable)
• Exposure to contract renewals, upsell motions, or revenue planning (desirable)
• Experience working with cross-functional delivery teams in matrixed organisations (desirable)

Tech stack

Benefits