Responsibilities

• You will own the client side of the agency: the relationships, the retention, the quality of what goes out, and the development of the account management team.
• This role is designed to become Head of Accounts, and then Head of Agency. We have been specific with ourselves about what each step depends on, and we will talk you through it at first interview. We would rather you held us to something concrete than trusted a vague promise.
• Client relationships and retention
• - Lead the relationship on our most significant accounts, from monthly reviews through to annual strategy
• - Own the retention number, and the reason behind every renewal and every loss
• - Chair client reviews and strategy sessions
• - Handle escalations, and handle them before they become escalations
• Commercial growth of the existing book
• - Identify and win upsell and cross-sell across paid media, SEO, social, content and web
• - Build annual account plans with a revenue target attached to each

Requirements

• Six or more years in agency account management, with at least two at Account Director level or equivalent senior ownership
• Genuine working knowledge of paid media and organic search, enough to challenge a specialist's plan rather than relay it
• A track record of retaining and growing accounts, with numbers you can talk to
• Experience managing or mentoring at least one direct report
• The confidence and the diplomacy to tell a client their idea will not work
• Comfort in a small business, where you will do the strategy and also fix the spreadsheet

Preferred

• Hospitality, restaurant, retail or multi-site experience
• Familiarity with booking platforms such as OpenTable, SevenRooms or ResDiary, and with tracking a booking through to conversion
• Hands-on experience with Google Ads, Meta Business Suite, GA4, Google Tag Manager or Google Business Profile