Account Management Director

JOB SUMMARY

The Account Management Director will lead and manage the account management team, ensuring the delivery of exceptional service to clients, while driving revenue growth and client retention.

The postholder will foster strong client relationships, ensuring close understanding of client needs and ensure the team’s performance is aligned with agreed business objectives.

RESPONSIBILITIES

Team Leadership & Management

• Lead, manage and develop the account management team, supporting individuals to ensure high performance, collaboration, and professional development.
• Set clear team goals and KPIs, and provide ongoing feedback and coaching.

Client Relationship Management

• Act as the senior point of contact for key clients, ensuring relationships are nurtured and expanded.
• Support the team in resolving client issues and delivering solutions.

Revenue & Growth

• Drive growth through cross-selling and upselling, working with the Executive Director, Sales to align on growth strategies.
• Ensure the team hits revenue and profitability targets.

Operational Excellence

• Implement best practices in account management and client servicing.
• Oversee client reporting, contract renewals, and project delivery.

Strategic Collaboration

• Collaborate with the Executive Director, Sales and other senior leaders to identify and pursue new opportunities and to ensure alignment with wider business goals.

Key Deliverables:

• Achieve client satisfaction & retention targets.
• Achievement of team revenue targets (e.g. quarterly/annual).
• Growth in key accounts and new business opportunities.
• Achievement of team KPIs (e.g., client response times, upsell targets).
• Employee engagement and retention within the team.
• Timeliness and accuracy of reporting.
• Compliance with internal processes and standards.

PERSON SPECIFICATION

Education & Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field or qualified by equivalent experience.
• Relevant certifications or training in account management, leadership, or project management (e.g., PRINCE2, PMP, or similar) would be advantageous.

Experience:

• Significant of experience in an Account Director or Senior Account Manager role
• Proven experience in a leadership position managing high performing teams.
• Proven track record of client management, including experience handling key accounts and delivering excellent client service.
• Experienced in managing large accounts or portfolios, with responsibility for revenue growth, retention, and satisfaction.

Competencies & Skills:

• Proven ability to lead, motivate, and manage a diverse team to achieve strategic goals and deliver high-quality results.
• Strong coaching and mentoring skills, capable of developing talent and fostering a high-performance culture.
• Excellent interpersonal and communication skills, capable of building and nurturing relationships with senior client stakeholders.
• Strong client-focused mindset, with the ability to understand client needs and deliver solutions that drive long-term value.
• Skilled in managing multiple client accounts simultaneously while ensuring top-tier service quality.
• Proficient in presenting complex concepts clearly to clients, senior stakeholders, and internal teams.
• Strong understanding of financial metrics and KPIs related to account performance and team profitability.
• Able to use Microsoft packages including Outlook, Word, Excel & PowerPoint

Knowledge:

• Knowledge of the IT / membership and professional bodies / learning and development products and organisations
• Knowledge and understanding of account management best practices.
• Deep knowledge of account management principles, including client relationship building, retention strategies, and upselling.
• Strong understanding of the industry or sector in which the company operates (e.g., advertising, tech, consulting, finance).
• Awareness of emerging trends and innovations relevant to the industry and how they impact client needs and strategies.

Special conditions:

• This role will involve an element of UK travel.
• Full UK driving licence will be required.
• This postholder may be required to work outside of office hours/weekends to attend social or networking events or conferences
• Some international travel may be required.