Senior Account Manager

Senior Account Manager

In 2024, we charted a new course for our agency.

• We became a B Corp.
• We became a 100% Black-owned limited company.
• We parted ways with clients who aren’t aligned with our mission and brought on new client partners whose products and services we couldn’t be more proud of.
• We became a ~~remote~~ relationship-first hybrid workplace, opening an office in the heart of London’s tech sector (near Silicon Roundabout in Shoreditch) for our UK team while still boasting team members in the EU, Africa, and the US.

So who do we serve and why?

Our ideal clients are B2B SaaS startups (usually Seed stage or Series A+), tech-for-good companies, and nonprofits/charities. We have a strong presence in both the US and UK/EU markets that is growing steadily.

We built our agency on a simple premise: When brands live their purpose and develop emotional, human connections with customers—they win. Our rainbow coalition of a team (https://literalhumans.com/meet-the-team/) beautifully represents the audiences our clients strive to reach. We’re all creative professionals with years of experience (in life and work).

Always learning. Consistently Accountable. Professionally Playful. Brave-Hearted.

We’re Literal Humans.

Mission

The mission of this role is to successfully devise and manage the strategic direction of all client accounts across the agency portfolio, enabling Strategy, Branding, Design, Development, Web, Content/SEO, Growth Marketing/Paid Media, Social Media, and PR teams to achieve desired outcomes effectively and predictably.

Accountabilities

💡 Performance Metrics: The scorecard below represents the specific performance metrics that will be used to assess the Senior Account Manager’s success in the role.

Metrics

| Client Satisfaction (NPS score) | 40 or above |

| Client Retention | 80% or above |

| Project Profitability | 25-30% or above across all client projects |

| Service Line Profitability | 25-30% or above across all service lines |

The Particulars

🆓 Full-Time Contract (36-39hrs per week): This is a full-time contractor role that demands your complete attention Mon-Thurs 9am-6pm. You will work closely with (and report to) our Head of Operations.

👨🏾‍💻 Hybrid/Relationship-First: Our UK team works together Mon-Thurs from a co-working space near Old Street Station in Shoreditch (London). We work together at least 2-3 days per week with 1-2 days per week being fully remote (based on individual schedules).

💰 Compensation: £40-48K/year

🛂 Visa Sponsorship: We have a license to sponsor work visas, if needed.

🕑 Flexible: Enjoy a 4-day work week. (”Summer Fridays” — all year round.)

🏢 Co-Working: We’ve sorted your co-working space (https://hubblehq.com/pass) to help you maximise your creativity.

👨🏾‍🏫 Learning: You’ll receive a robust array of resources to help you grow within the role:

• - 1:1 coaching via More Happi and private coaches
• Book club (We’re currently reading The Art of Client Service), and we’ll buy you key books like Win Without Pitching
• Consultant support: We bring in fractional consultants as needed to support acute needs e.g. Outsourced CFO and HR support
• Access to Board leadership e.g. Board members who have worked at Edelman, Universal Music, Climate Action, etc.
• Creative upskilling courses e.g. [D&AD Masterclasses](https://www.dandad.org/en/d-ad-masterclass-creative-courses/), General Assembly, SEMRush Academy, Moz Academy

😎 Team: Work with a cool, smart, funny, truly diverse (like, for real) team.

The Role

The Senior Account Manager is a pivotal role that serves as the strategic orchestrator and client relationship architect within our agency. This position bridges internal capabilities and external client needs, ensuring cohesive, integrated marketing solutions that drive meaningful business outcomes. This role leads all aspects of Client Strategy and Account Management. You will directly manage our Project Manager and report into our Head of Operations.

Here’s how the role breaks down:

Strategic Integration and Alignment

- Develop comprehensive, cross-departmental marketing strategies that seamlessly integrate insights and capabilities from Branding, Web, Social, Content/SEO, PR, and other specialized teams

- Synthesize diverse strategic inputs into a unified, coherent client approach that maximizes impact and delivers holistic marketing solutions

- Translate complex strategic frameworks into clear, actionable plans that resonate with client objectives and organizational capabilities

Client Relationship Management

- Serve as the primary strategic interface and primary advocate for client interests throughout the engagement lifecycle

- Represent the client's perspective in internal strategy discussions, ensuring proposed solutions are precisely aligned with client goals, brand identity, and market positioning

- Build and maintain robust, trust-based relationships with senior client stakeholders, positioning our agency as a strategic partner rather than a transactional service provider

Strategic Collaboration and Execution

- Facilitate cross-functional collaboration, ensuring seamless communication and alignment across departmental teams

- Lead strategic workshops and collaborative planning sessions with clients to co-create innovative marketing approaches

- Oversee the translation of strategic plans into tactical execution, maintaining strategic integrity throughout implementation

Performance and Insight Delivery

- Develop comprehensive measurement frameworks that track strategic progress and demonstrate tangible business value

- Regularly communicate strategic insights, performance metrics, and recommended optimizations to client leadership

- Continuously refine and evolve marketing strategies based on performance data, emerging market trends, and shifting client priorities

Qualifications and Core Competencies

- Minimum 4+ years of strategic client marketing experience across multiple disciplines

- Proven track record of developing and implementing integrated marketing strategies

- Exceptional communication and interpersonal skills

- Deep understanding of digital marketing ecosystem and emerging technological trends

- Ability to think both strategically and tactically

- Strong analytical skills with demonstrated ability to derive actionable insights

- Advanced degree in Marketing, Business Administration, or related field preferred

Success Profile

The ideal candidate will combine strategic vision, collaborative leadership, and a client-centric mindset. They must excel at synthesizing complex information, communicating with clarity and conviction, and driving integrated marketing solutions that create measurable business value.

Reporting Structure

Reports directly to the Head of Operations, with dotted-line relationships to departmental heads across Branding, Web, Social, Content/SEO, and PR teams.

Literal Humans is an equal-opportunity employer and welcomes applicants from diverse backgrounds.