Group Account Director

BM Digital

. Lead and oversee the entire Account Management and Client Success department .

Posted 5/23/2026full-timeRemote • 🌎 Anywhere in the WorldLead💰 $85,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

20 vacation days annually
Bank Holidays
emergency sick leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementclient successperformance marketinge-commerceDTC e-commerceCROdata analysisstrategic planningproject managementreporting dashboards

Soft Skills

leadershipcoachingteam developmentcommunicationpresentationstakeholder managementorganisationprioritisationanalytical mindsetproblem-solving