Responsibilities

• Strategy Development: Own and lead the client operations and strategic client relationships across all Mass Culture accounts. Establish clear frameworks for planning, testing strategy, and cross-agency account leadership. Ensure every account has a growth plan tied to client business outcomes.
• Campaign Management: Set standards for campaign management best practices across the organization. While this role may not execute daily optimizations, the Head of Account Management is responsible for ensuring teams are planning, executing, and optimizing cross-channel campaigns effectively, with strong accountability to performance.
• Client Communication: Lead client relationship strategy across the portfolio. Act as an escalation point for high-impact client moments, strategic pivots, renewals, cross-sells, and performance challenges. Support Account Directors and Growth Marketers in elevating client communication and building trust at every stage of the relationship.
• Performance Analysis: Guide performance analysis standards across the team, ensuring consistent interpretation of data, testing learnings, and optimization decisions. Hold team leadership accountable to results and provide coaching on how to diagnose performance issues and build actionable improvement plans.
• Team Collaboration: Work closely with growth marketers, campaign managers, creative, and leadership to ensure alignment across accounts and teams. Build systems that improve internal communication, execution quality, and speed to action. Operate as a strategic leader and thought partner across the agency.
• Reporting: Create and enforce reporting standards across the organization (weekly, monthly, quarterly, annual, performance recaps, etc.). Ensure reporting ties media performance to business outcomes and includes clear insights and recommendations. Coach team members on how to communicate results effectively based on client needs and expectations.

Requirements

• 12-15+ years of e-commerce growth experience, preferably within a digital marketing agency environment
• Experience leading and coaching Account Directors / Managers to drive client satisfaction, performance, and retention
• 8+ years of people management experience, including leading managers and/or team leads
• Able to drive portfolio-wide strategy while supporting senior team members to execute against account goals
• Demonstrated ability to improve retention, expansion, and cross-sell outcomes across a client portfolio
• Skills: Strong analytical skills, experience interpreting performance data, and fluency across paid social and performance marketing platforms including Meta Ads Manager, TikTok Ads Manager, Google Ads, LinkedIn Ads, CTV, and various DSPs
• Strong executive presence and communication skills, capable of leading senior client conversations and business strategy
• Able to lead teams toward driving client retention and revenue growth for the organization