Note: The job is a remote job and is open to candidates in USA. BM Digital is a tech-enabled growth firm helping leading brands scale profitably and predictably. They are seeking a Group Account Director to lead and evolve their Client Success function, overseeing account management, strategic client oversight, and operational excellence to ensure a world-class client experience and profitable growth.
Responsibilities
- Lead and oversee the entire Account Management and Client Success department
- Manage and mentor Account Managers across multiple client pods
- Train and develop Account Managers to become proactive strategic operators rather than reactive coordinators
- Create frameworks, playbooks, and standards for client communication, retention, and strategic account growth
- Ensure consistent client experience, communication quality, and service delivery across all accounts
- Support hiring, onboarding, performance reviews, and ongoing training for Account Managers
- Establish accountability systems and KPIs for the Client Success team
- Oversee a portfolio of high-value and tier 1 client accounts
- Join strategic client calls, escalations, renewal discussions, and performance reviews where required
- Serve as senior escalation support for complex client situations or relationship management issues
- Support Account Managers with strategic recommendations, growth planning, and difficult conversations
- Ensure clients clearly understand performance, strategy, priorities, and next steps
- Identify retention risks early and implement solutions proactively
- Drive long-term client retention, expansion, and revenue growth
- Improve operational alignment between Account Management, Project Management, Paid Media, Creative, and Strategy teams
- Build and optimise internal workflows, SOPs, meeting structures, communication processes, and delivery systems
- Ensure campaigns, deliverables, and launches are executed on time and to a high standard
- Improve project visibility, accountability, and cross-functional collaboration across departments
- Identify operational bottlenecks and implement scalable solutions
- Support leadership with forecasting, resource planning, and department scaling initiatives
- Standardise onboarding systems for both clients and internal team members
- Support contract renewals, upsells, and scope expansion opportunities
- Work alongside leadership to improve client profitability and retention metrics
- Understand client economics including CAC, MER, contribution margin, LTV, and growth targets
- Ensure account strategies align with both client goals and agency commercial objectives
- Assist with proposal creation, pricing conversations, and strategic account planning
- Monitor account health across the agency and proactively address underperforming accounts
- Ensure Account Managers can confidently communicate performance across Meta, Google, TikTok, email, influencer marketing, creative testing, and CRO
- Review reporting structures, dashboards, and strategic recommendations for quality control
- Help guide integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creative
- Collaborate closely with media buyers, creatives, strategists, and project managers to maintain strategic alignment
- Ensure testing roadmaps, creative pipelines, and performance initiatives remain proactive and organised
Skills
- 5+ years experience in account management, client success, or agency leadership roles
- Strong experience managing teams within a performance marketing or e-commerce agency
- Deep understanding of DTC e-commerce and performance marketing channels including Meta, Google, TikTok, email, influencer marketing, and CRO
- Proven ability to manage high-level client relationships and escalations
- Strong leadership, coaching, and team development experience
- Experience building operational systems and improving internal processes
- Excellent communication, presentation, and stakeholder management skills
- Strong commercial awareness and understanding of agency profitability
- Highly organised with exceptional project management and prioritisation skills
- Analytical mindset with ability to interpret data and translate it into strategic recommendations
- Comfortable operating in a fast-paced, high-growth environment
- Experience with reporting dashboards, PM systems, and agency workflows
- Fluent English
Benefits
- Full-time remote position
- Paid Leave: 20 vacation days annually, Bank Holidays, emergency sick leave.
Company Overview