Lead - Account Management

ROLE OVERVIEW

Lead Account Management

KEY RESPONSIBILITIES

Client Engagement & Strategy

Own and nurture high-value client relationships with a long-term partnership mindset.

Ensure a seamless onboarding experience for new clients, setting the tone for successful collaboration.

Lead regular client interactions through calls, emails, and meetings to ensure satisfaction, gather feedback, and align on expectations.

Address and resolve client queries or escalations promptly and professionally.

Identify upsell and cross-sell opportunities to drive account growth and increase revenue.

Present strategic recommendations, performance reports, and project progress updates.

Team Leadership & Development

Mentor and manage a team of Account Managers to ensure consistent and high-quality service delivery.

Review client briefs with Account Managers to ensure accuracy, clarity, and alignment with scope.

Guide the team to meet departmental KPIs and individual performance goals.

Coach team members, conduct regular check-ins, and support career growth.

Project Oversight & Delivery

Coordinate cross-functional collaboration across Creative, Tech, Analytics, and Operations teams to ensure projects are executed on time and within budget.

Oversee the quality of deliverables across all stages and ensure alignment with client expectations.

Monitor project workflows, troubleshoot bottlenecks, and implement process improvements.

Maintain accurate documentation, briefs, and client communications.

Reporting & Financial Management

Own reporting schedules weekly, fortnightly, and monthly covering project performance, client satisfaction, and revenue metrics.

Track project budgets, profitability, and financial performance of client accounts.

Ensure alignment of team output with the defined Scope of Work and commercial agreements.

Process Excellence & Innovation

Continuously evaluate and enhance internal workflows and account management processes.

Standardize best practices across teams and ensure adherence to SOPs.

Foster a collaborative and communicative work environment across departments.

SKILLS & EXPERIENCE REQUIRED

46 years of experience in client servicing/account management, with at least 23 years in a leadership role.

Proven ability to manage large clients/account across sectors or verticals.

Strong team management and mentoring skills.

Excellent written and verbal communication.

Exceptional organizational and time-management skills.

Strong commercial acumen with experience in managing budgets and financial reporting.

Advanced proficiency in MS Office Suite (Word, Excel, PowerPoint), and familiarity with project management tools (e.g., Asana, Trello, MS Project, Monday.com).

Experience in digital marketing, creative services, or tech-driven projects is a plus.

WHAT WE'RE LOOKING FOR

A people-first leader who inspires trust and brings out the best in others.

A strategic thinker who can balance client needs with internal capabilities.

A proactive problem-solver and process improver.

A detail-oriented executor who doesn't lose sight of the big picture.

A collaborative communicator who ensures smooth coordination across teams.