Responsibilities

• 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
• 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
• Contribute to how we price and package our services, based on what you see in the market
• Line manage and develop the account management team
• Set and hold the delivery standard
• Own the experience new clients have when they join us

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

Benefits

• [Pension, holiday, hybrid pattern, development budget: confirm before publishing]