Director, Account Management

London, England, United Kingdom

5/15/2025

Who We Are:

IMG is a leading global sports marketing agency, specializing in media rights management and sales, multi-channel content production and distribution, brand partnerships, strategic consulting, digital services, and events management. It powers growth of revenues, fanbases and IP for more than 200 federations, associations, events, and teams, including the National Football League, English Premier League, International Olympic Committee, National Hockey League, Major League Soccer, ATP and WTA Tours, the AELTC (Wimbledon), Euroleague Basketball, CONMEBOL, DP World Tour, and The R&A, as well as UFC, WWE, and PBR. IMG is a subsidiary of TKO Group Holdings, Inc. (NYSE: TKO), a premium sports and entertainment company.

The Role and What You’ll Do:

Director, Account Management

Developing a strategy to set up and lead customer focused guest experience teams for IMG Football Events’ Hospitality Agency and Fulham FC.

• Overseeing the delivery of high-end client management services with a focus on managing the post sales function for all events sold by the IMG Hospitality Agency and long-term right holder’s contracts
• Managing all aspects of the Guest Experience team post sales, including: Tickets, hospitality events, guest experiences, and where required, accommodation, travel services, administration and/or Operations
• Ensuring the Guest Experience team identify post sales upsell opportunities and develop the optimal product and program solutions depending on client business objectives
• Develop a holistic guest experience strategy that can be replicated across all properties as the portfolio is built out, including all relevant reporting
• Setting KPIs, reviewing staff performance on a regular basis and providing staff development feedback and training
• Ownership and responsibility for ensuring that client records are maintained in the contact database and assisting with invoicing and budget management as required.
• Curate and deliver an appropriate annual contact strategy by property, including requesting feedback and relevant communications so clients are aware of other experiences on offer
• Build key relationships with appropriate client contacts, build out guest experience processes based on client requirements for all properties in the agency portfolio
• Key internal stakeholder management on behalf of the Hospitality team (Marketing, I.T, Sales, Finance)
• Liaising with marketing/governing bodies to ensure alignment on all pre-event communications, preparation and post event follow up.
• Ensuring all client documentation is up to date from a legal and compliance perspective, and, the onboarding process for all new clients runs efficiently.
• Continuously assess and seek ways of improving and enhancing the customer experience, working closely other key departments as appropriate to implement changes and improvements
• Managing event delivery budgets , to ensure we’re delivering to clients according to budget
• Manage resourcing and staff planning
• You may also be required to carry out any other duties which are within the scope and purpose of the job. 
  
  

 

 

You Have These:

• Significant management experience in a similar role
• Experience in interacting/liaising with senior-level clients
• Experience of working at major events
• Experience of maintaining a database
• Experience of reporting and evaluation
• A genuine passion for delivering exceptional customer service
• Ability to understand the principles of effective customer relationship management
• Proven ability to lead, motivate, develop and inspire a team
• Meticulous attention to detail, ability to manage priorities in line with the business needs
• Great communication skills, both written and oral and able to engage on all levels
• Excellent decision making and judgement
• Strong Microsoft Office skills
• Ability to use multiple systems and multi-task in a fast-paced environment
  
  

 

Working Conditions: 

• Regular weekend work where you may be required to travel to events in line with the industry or wider IMG Events portfolio
• Outside of event travel, there will be a requirement to travel for meetings as part of the role (UK and Ireland). 
• Office-based role between Chiswick Park, London and client sites, 4 days a week