CX Account Manager

Salary: £28,000 - £32,500 (based on relevant experience)

Position Type: Full-Time

About Effect Digital

Our mission is to unleash the power of first-party data to craft personalised brand experiences that customers love, driving exceptional results for our clients.

As a fast-paced and innovative agency, we challenge ourselves and our clients to think big. If you're ready to make an impact and grow with a dynamic team, we want to hear from you.

About the Role

We’re looking for a proactive and detail-oriented Account Manager to support our CX Account Director in managing and growing key client relationships. You’ll be responsible for turning briefs into delivery-ready requirements, ensuring projects are well scoped, performance is well reported, and of course that clients are well looked after.

This role is ideal for someone who thrives in a collaborative environment and has experience in digital delivery in an agency environment that could be as junior project manager or a client relationship role.

Key Responsibilities

You will have your own portfolio of exciting clients spanning commercial and not for profit for you to shape and have a meaningful impact.

Client & Account Management

• Act as a day-to-day contact for key client accounts, ensuring excellent service and satisfaction.
• Build strong relationships with your clients so that you understand both their organisational and personal goals for growth.
• Support account growth by identifying new opportunities and creating compelling proposals and quotes.
• Own the management of retainer agreements and their reporting, ensuring consistent value delivery.
• Deliver end of projects reports showing the effectiveness against project goals and KPIs

Brief Translation & Scoping

• Interrogate client briefs to extract clear business objectives and convert them into actionable requirements for designers, developers, tracking experts and PMs.
• Collaborate with the wider team to scope projects accurately and efficiently.
• Provide written quotes and proposals
• Provide initial timelines
• Ensure the technical team is briefed with precision and confidence.


Project Handover & Delivery Oversight

• Prepare and handover scoped projects to the PM team for delivery, ensuring clarity on goals, timelines, and client expectations.
• Act as the client’s advocate throughout delivery owning the scope of projects, checking in at key milestones and providing continuity.

Internal Collaboration & Process

• Work closely with the CX Account Director, project management, development, and design teams to align on project objectives.
• Attend sprint planning and refinement sessions when appropriate
• Maintain accurate records of client communications, scopes, and decisions.
• Support internal process improvements to enhance client experience and efficiency.

What We’re Looking For

• Must have agency experience – at least two years
• Experience writing proposals, specs, or project scopes
• Great communication and stakeholder management skills
• A strategic thinker who can get into the detail
• Confident in interpreting data and reporting on performance
• Familiarity with agile development workflows, project handover, and digital delivery processes
• Awareness of, or first-hand experience in, CX principles and structured approaches that deliver frictionless, personalised and consistent client project outcomes
• If you have experience using Productive.io, JIRA and Confluence that will be beneficial

Perks & Benefits

• Flexible Working: Work from home Wednesday and Thursday (post-probation).
• Studio-first Culture: Join us in-studio on Monday, Tuesday, and Friday for collaborative energy!
• Flex Hours: Choose your schedule between 8:30 AM – 6:30 PM.
• 25 days holiday allowance plus bank holidays
• Private Medical insurance
• Group life assurance scheme
• Company pension scheme
• Regular socials and company away days
• Training and development including events and conferences
• The tools you need to be awesome, a new Apple Laptop and a super comfy Herman Miller chair
• We plant trees and fund the world’s best climate crisis solutions to offset the carbon emissions of our team members