Account Director, Digital, London

Carrington Knight Associates
16 Apr 2017
16 May 2017
Contract Type
Full Time

Senior Account Director


PRIMARY PURPOSE The key role of the Client Director is to build successful business and relationships for the clients that fall within their remit, ultimately leading to improved client retention and referrals.


Account performance

Hit the client group’s annual revenue targets at agreed margin.

Lead client relationship to drive retention and upsell, developing accounts further or win new business.

Negotiate the overall commercial arrangement for repeat business, with support as required.

Responsible for all forecasting.

Manage the creation of case studies and award entries for your client group.

Client satisfaction

Take ultimate responsibility for the satisfaction of accounts within the client group:this includes leading account and client contact strategy, as well as leading intervention programmes to address any declining customer satisfaction levels on individual accounts - supporting the appropriate PM and consultant as needed.

Work with client teams and heads of other functional departments within the business (consulting /PM/ Design and Dev), to ensure that scores across all our Client Satisfaction Survey criteria are continually high for all our clients.

Business development:

Lead pitches for retained/ existing clients. This means, leading the pitch strategy and being a leading voice in the pitch itself.

Support other new business pitches on key clients that would form part of your client group.

Cross-selling / up-selling within the account (with the support of our conversion consultants and new business team).

Innovate and create added value initiatives to strengthen the client relationship.

Entertain clients appropriately to strengthen and build the relationship

Client planning

Create and maintain client plans for each client in your client group, ensuring that our clients have a voice within these plans.

Use client plans as a live tool to build the account and keep the client teams informed about account strategy.

In conjunction with the PM, onboard new clients or new client teams into our business. Ensuring they know how we work, what our processes are and how to get the most out of us, whilst underlining what we expect of them.


Client focused: Brilliant at building a strong team ethic around clients. Brings positivity and leads by example and inspires others to provide quality experiences for every client. Demonstrated expertise in creating win-win experiences for our clients and the business.

Commercially astute : Competent in all commercial conversations. Remains on top of forecasts and in tune with project managers (and operations team) on changes to budgets and scope.

Collaborative: Approachable and easy to work with. Takes feedback on board without being defensive and provides valuable feedback to team members.

Compelling communicator: Proactive in communications and strong presenter, who has an authentic style and delivers confident messages in client and internal presentations. A key voice in successful pitches.

Senior Account Director Essentials

Must have 3-5 years client/account management experience

Proven track record of growing accounts/hitting commercial targets

Digitally strong

Excellent communication skills - written and oral

Commercially astute

Team player


CRO working knowledge a bonus

Experience in contract negotiations

Pitching experience