Group Account Director

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Direct and manage the entire Account Management and Client Success division.

• Supervise and mentor Account Managers across various client groups.

• Train and cultivate Account Managers to transition from reactive coordinators to proactive strategic operators.

• Develop frameworks, playbooks, and standards for client communication, retention, and strategic account growth.

• Ensure a consistent client experience, high-quality communication, and service delivery across all accounts.

• Assist with hiring, onboarding, performance evaluations, and continuous training for Account Managers.

• Establish accountability systems and key performance indicators (KPIs) for the Client Success team.

• Manage a portfolio of high-value and tier 1 client accounts.

• Participate in strategic client calls, escalations, renewal discussions, and performance reviews as needed.

• Act as senior escalation support for complex client scenarios or relationship management challenges.

• Provide Account Managers with strategic recommendations, growth planning, and guidance during difficult conversations.

• Ensure clients have a clear understanding of performance, strategy, priorities, and next steps.

• Proactively identify retention risks and implement solutions early.

• Drive long-term client retention, expansion, and revenue growth.

• Enhance operational alignment between Account Management, Project Management, Paid Media, Creative, and Strategy teams.

• Build and refine internal workflows, standard operating procedures (SOPs), meeting structures, communication processes, and delivery systems.

• Ensure that campaigns, deliverables, and launches are executed punctually and to high standards.

• Improve project visibility, accountability, and cross-functional collaboration across departments.

• Identify operational bottlenecks and implement scalable solutions.

• Assist leadership with forecasting, resource planning, and scaling departmental initiatives.

• Standardize onboarding processes for both clients and internal team members.

• Support contract renewals, upselling, and scope expansion opportunities.

• Collaborate with leadership to enhance client profitability and retention metrics.

• Understand client economics, including Customer Acquisition Cost (CAC), Marketing Efficiency Ratio (MER), contribution margin, Lifetime Value (LTV), and growth targets.

• Ensure account strategies are aligned with both client objectives and agency commercial goals.

• Assist in proposal development, pricing discussions, and strategic account planning.

• Monitor account health agency-wide and proactively address any underperforming accounts.

• Ensure Account Managers can competently communicate performance metrics across platforms such as Meta, Google, TikTok, email, influencer marketing, creative testing, and conversion rate optimization (CRO).

• Review reporting frameworks, dashboards, and strategic recommendations for quality assurance.

• Help direct integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creative initiatives.

• Collaborate closely with media buyers, creatives, strategists, and project managers to maintain strategic alignment.

• Ensure that testing roadmaps, creative pipelines, and performance initiatives are kept proactive and well-organized.

⛳️ Requirements

• A minimum of 5 years' experience in account management, client success, or agency leadership roles.

• Extensive experience managing teams within a performance marketing or e-commerce agency.

• In-depth understanding of direct-to-consumer (DTC) e-commerce and performance marketing channels, including Meta, Google, TikTok, email, influencer marketing, and CRO.

• Proven track record of managing high-level client relationships and handling escalations.

• Strong leadership, coaching, and team development skills.

• Experience in building operational systems and enhancing internal processes.

• Exceptional communication, presentation, and stakeholder management abilities.

• Strong commercial acumen and understanding of agency profitability.

• Highly organized with outstanding project management and prioritization skills.

• Analytical mindset with the capacity to interpret data and formulate strategic recommendations.

• Comfortable operating in a fast-paced, high-growth environment.

• Familiarity with reporting dashboards, project management systems, and agency workflows.

• Proficient in English.

🏝️ Benefits

• 20 vacation days each year.

• Bank Holidays.

• Emergency sick leave.