Responsibilities

• Manage the full client relationship for every client in your portfolio — from contract signature through onboarding, go-live, monthly delivery, and renewal or upgrade discussions
• Lead kickoff calls for every new client, setting expectations clearly against the agreed 60-day guarantee targets, package scope, and communication cadence
• Coordinate asset collection during onboarding — logos, photography, GBP access, website access, social media access, care registration details, and any other materials required by the delivery team
• Own Google Business Profile management for all clients: profile completion, weekly posts, review request coordination, and response drafting for all new Google reviews
• Coordinate reputation management across all platforms — monitoring review sites relevant to the care sector (Google, CQC ratings, carehome.co.uk) and ensuring the agency's response strategy is applied consistently
• Prepare and deliver monthly performance reports for every client — compiling input from the SEO Specialist, Social Media Manager, Paid Media Specialist, and Recruitment Marketing Specialist as appropriate to the client's package
• Run monthly client check-in calls, presenting results clearly, addressing questions, and identifying any service adjustments or upsell opportunities
• Maintain accurate records of every client interaction, decision, and deliverable in HubSpot and ClickUp, so that any team member can pick up a client account without a briefing
• Monitor each client's progress against their 60-day guarantee KPI targets on a weekly basis, flagging any risk to the Operations Manager (or Director) with at least 10 days' notice before the guarantee review date
• Identify and present upgrade or upsell opportunities to the Director — including package tier upgrades and individual service add-ons that would genuinely benefit the client

Requirements

• Client relationship management — building and maintaining trust with multiple clients simultaneously, across varying personality types and levels of marketing sophistication
• Google Business Profile — full proficiency in setup, optimisation, ongoing management, and performance tracking
• Performance reporting — ability to compile data from multiple sources (GA4, Search Console, HubSpot, ad platforms, GBP) and present it in a narrative that is meaningful to a non-marketer
• CRM and project management tools — HubSpot for client records and communication logging, ClickUp or Asana for task and deliverable tracking
• Reputation management — understanding of review platforms relevant to the care sector, including Google, CQC listings, and care-specific review sites
• Written and verbal communication — clear, professional, warm, and appropriately formal when the situation calls for it
• Escalation judgement — knowing when to handle something independently, when to involve the Director, and when to pull in a specialist
• Experience with digital marketing, online reputation management, and performance reporting
• Organizational and project coordination skills, with the ability to manage multiple client accounts and deadlines
• Strong analytical and problem-solving skills to interpret campaign data and recommend improvements

Preferred

• Experience in or familiarity with adult social care, healthcare, or regulated service sectors is an advantage.
• A relevant marketing, business, or communications degree is desirable but not required where strong, evidenced experience is presented

Benefits

• A career-defining opportunity to be the relationship foundation of a specialist agency at a genuinely early stage — your standards will become the agency's standards
• A clear path to Senior Account Manager or Head of Client Success as the client base grows past 20 clients, including potential line management of a second Account Manager
• Exposure to every service Wallwide Media offers — you will understand digital marketing more broadly and deeply than most agency account managers, because you are coordinating across all twelve services
• Fully remote working, with flexibility built around client communication needs
• A genuinely supportive team environment where client success is everyone's responsibility, not just yours