Group Account Director

Responsibilities

• Lead and oversee the entire Account Management and Client Success department
• Manage and mentor Account Managers across multiple client pods
• Train and develop Account Managers to become proactive strategic operators rather than reactive coordinators
• Create frameworks, playbooks, and standards for client communication, retention, and strategic account growth
• Ensure consistent client experience, communication quality, and service delivery across all accounts
• Support hiring, onboarding, performance reviews, and ongoing training for Account Managers
• Establish accountability systems and KPIs for the Client Success team
• Oversee a portfolio of high-value and tier 1 client accounts
• Join strategic client calls, escalations, renewal discussions, and performance reviews where required
• Serve as senior escalation support for complex client situations or relationship management issues
• Support Account Managers with strategic recommendations, growth planning, and difficult conversations
• Ensure clients clearly understand performance, strategy, priorities, and next steps
• Identify retention risks early and implement solutions proactively
• Drive long-term client retention, expansion, and revenue growth
• Improve operational alignment between Account Management, Project Management, Paid Media, Creative, and Strategy teams
• Build and optimise internal workflows, SOPs, meeting structures, communication processes, and delivery systems
• Ensure campaigns, deliverables, and launches are executed on time and to a high standard
• Improve project visibility, accountability, and cross-functional collaboration across departments
• Identify operational bottlenecks and implement scalable solutions
• Support leadership with forecasting, resource planning, and department scaling initiatives
• Standardise onboarding systems for both clients and internal team members
• Support contract renewals, upsells, and scope expansion opportunities
• Work alongside leadership to improve client profitability and retention metrics
• Understand client economics including CAC, MER, contribution margin, LTV, and growth targets
• Ensure account strategies align with both client goals and agency commercial objectives
• Assist with proposal creation, pricing conversations, and strategic account planning
• Monitor account health across the agency and proactively address underperforming accounts
• Ensure Account Managers can confidently communicate performance across Meta, Google, Tik Tok, email, influencer marketing, and CRO
• Review reporting structures, dashboards, and strategic recommendations for quality control
• Help guide integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creative
• Collaborate closely with media buyers, creatives, strategists, and project managers to maintain strategic alignment
• Ensure testing roadmaps, creative pipelines, and performance initiatives remain proactive and organised

Requirements

• 5+ years experience in account management, client success, or agency leadership roles
• Strong experience managing teams within a performance marketing or e-commerce agency
• Deep understanding of DTC e-commerce and performance marketing channels including Meta, Google, Tik Tok, email, influencer marketing, and CRO
• Proven ability to manage high-level client relationships and escalations
• Strong leadership, coaching, and team development experience
• Experience building operational systems and improving internal processes
• Excellent communication, presentation, and stakeholder management skills
• Strong commercial awareness and understanding of agency profitability
• Highly organised with exceptional project management and prioritisation skills
• Analytical mindset with ability to interpret data and translate it into strategic recommendations
• Comfortable operating in a fast-paced, high-growth environment
• Experience with reporting dashboards, PM systems, and agency workflows
• Fluent English
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