Group Account Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage the comprehensive Account Management and Client Success department.

• Supervise and mentor Account Managers across various client pods.

• Train and cultivate Account Managers to evolve into proactive strategic operators instead of reactive coordinators.

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

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

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

• Implement 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 situations or relationship management challenges.

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

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

• Identify retention risks early and proactively implement solutions.

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

• Ensure that campaigns, deliverables, and launches are executed on time and meet high standards.

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

• Identify operational bottlenecks and implement scalable solutions.

• Support leadership in forecasting, resource planning, and scaling department initiatives.

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

• Assist with contract renewals, upsell opportunities, and scope expansions.

• 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 client goals and agency commercial objectives.

• Aid in proposal creation, pricing discussions, and strategic account planning.

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

• Ensure Account Managers can confidently communicate performance across various platforms such as Meta, Google, TikTok, email, influencer marketing, creative testing, and Conversion Rate Optimization (CRO).

• Review reporting structures, dashboards, and strategic recommendations to ensure quality control.

• Guide integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creative efforts.

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

• Ensure testing roadmaps, creative pipelines, and performance initiatives are proactive and organized.

⛳️ Requirements

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

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

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

• Demonstrated ability to manage high-level client relationships and handle escalations effectively.

• Strong experience in leadership, coaching, and team development.

• Proven track record in building operational systems and enhancing internal processes.

• Excellent communication, presentation, and stakeholder management capabilities.

• Strong commercial awareness and understanding of agency profitability.

• Highly organized with outstanding project management and prioritization skills.

• Analytical mindset with the ability to interpret data and translate it into strategic recommendations.

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

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

• Proficient in English.

🏝️ Benefits

• 20 vacation days each year.

• Bank Holidays.

• Emergency sick leave.