Account Director

Job Title:

Account Director [Full Service]

Reports To:

Group Account Director

Purpose of the Role

To lead the operational and strategic delivery of key accounts, ensuring clients receive measurable value through campaigns that are delivered to the highest standard. As a senior member of the Account Lead function, the Account Director owns the heartbeat of the account: leading day-to-day client relationships, guiding campaign strategy and execution, and identifying opportunities for growth. They work in close partnership with the Client Partner, who drives C-suite relationships and long-term business alignment, to ensure every client feels both strategically guided and operationally supported.

Key Accountabilities

• Strategic Campaign Leadership:

Translate client business goals into campaign strategies that drive measurable impact, ensuring execution aligns with broader account strategy.
- Growth & Opportunity Identification:

Spot upsell and cross-sell opportunities through delivery insights, shaping proposals in partnership with Client Partners and specialists.
- Client Health & Retention:

Monitor account health (green/amber/red), proactively resolve risks, and ensure client satisfaction at all levels.
- Partnership with Client Partner:

Collaborate to align campaign and tactical strategies with the client's long-term strategic direction; support in sales conversations and quarterly reviews.
- Mentorship & Team Development:

Set the standard for account delivery, coaching Senior Account Managers and Account Managers to lift quality and confidence.
- Stakeholder Engagement:

Lead day-to-day client stakeholders and co-lead senior conversations when operational insight is required.
- Commercial Accountability:

Own billable targets and accurate forecasting, ensuring effort matches account growth potential.

Skills, Traits and Competencies

Skills

• Full-Service Account Leadership:

Confident operating across all agency disciplines (web, SEO, social, data, creative, digital, media, production), able to brief, challenge, and integrate specialist work into cohesive campaigns.
- Cross-Disciplinary Team Leadership:

Skilled at leading and motivating multi-disciplinary internal teams, ensuring collaboration, alignment, and delivery excellence.
- Strategic Thinking:

Ability to connect client business objectives to integrated, multi-channel campaign strategies.
- Commercial Acumen:

Identifies growth opportunities across the agency offering and supports in converting them into revenue in partnership with Client Partners.
- Stakeholder Management:

Builds strong client relationships at multiple levels, from operational contacts through to senior stakeholders.
- Leadership & Mentorship:

Develops and uplifts Account Managers and Senior Account Managers; sets the bar for account excellence.
- Analytical & Problem-Solving:

Synthesises performance data and insights across channels to inform decisions and highlight risks/opportunities.

Traits

• Full-Service Mindset: Naturally connects the dots across channels and disciplines to deliver unified, high-value solutions.
• Growth-Focused: Spots new opportunities across the breadth of the agency's offering.
• Trusted Partner: Earns credibility with clients and internal teams by being reliable, proactive, and solutions-focused.
• Collaborative: Thrives in team environments, bringing together multiple disciplines to deliver seamless client outcomes.
• Resilient: Handles high-pressure, multi-stakeholder situations with composure and focus.

Metrics

• Objective 1: Drive Growth Through Integrated Delivery
• Identify and help convert upsell/cross-sell opportunities each quarter
• Demonstrate proactive growth opportunities across multiple service lines.
• Objective 2: Ensure Strategic & Operational Excellence
• Ensuring o

wned accounts have an annual campaign strategy aligned to client goals, and Tier 1 clients have QBRs consistently.
- Demonstrate strategic actions are completed every quarter.
- Maintain visibility of account health with weekly Green/Amber/Red status updates.
- Objective 3: Protect & Enhance Client Relationships
- Achieve a high client NPS / satisfaction rate
- Contribute to a high retention rate across Tier 1 and 2 accounts
- Evidence of strong stakeholder engagement