Group Account Director
About The Position
We are looking for a commercially driven, operationally minded Group Account Director to lead and evolve our Client Success function at BM Digital. This is a senior leadership role responsible for overseeing the performance, structure, and development of the entire account management department. You will act as the strategic bridge between clients, account management, project management, media buying, creative, and leadership teams to ensure world-class client experience and profitable growth across the agency. You will lead, train, and mentor a team of Account Managers while implementing systems, processes, and operational improvements that elevate the department from reactive account handling to proactive strategic partnership. The ideal candidate combines deep e-commerce and performance marketing experience with strong leadership, operational thinking, and client relationship management. You must be comfortable managing high-level escalations, leading strategic conversations with top-tier clients, improving internal accountability, and building scalable systems that support long-term agency growth. This role is ideal for someone who thrives in fast-paced environments, enjoys building high-performing teams, and understands how to balance client satisfaction with commercial performance.
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, TikTok, 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
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, TikTok, email, influencer marketing, creative testing, 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
Benefits
- Paid Leave: 20 vacation days annually, Bank Holidays, emergency sick leave.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
