Senior Account Manager

About Us

The Role

• Reporting to our Client Team Director this role is focused on:
• Serving as the day-to-day client contact, maintaining efficient, proactive communication, and handling all documentation.
• Building trust and rapport with clients by embodying reliability, clear judgment, and adaptability, ensuring a seamless client experience.
• Cultivating long-term client relationships to drive client retention and satisfaction.
• Collaborate with Account Directors to produce cost estimates and pitch materials for prospective clients and new work.
• You’ll be responsible for leading projects and managing programs that could span multiple communication disciplines, including brand, digital, reporting, and employee engagement.
• By ensuring seamless delivery and proactive client service, you’ll contribute to the commercial success of our accounts.
• This role emphasizes delivery, relationship-building, and identifying growth opportunities within client accounts, supporting our Account Directors to deliver and grow strategic client development plans.
• Success is measured by your positive impact on the commercial value of your client relationships – and the extent to which your clients become advocates who will want to work with us wherever they work.
• Your development plan will be about growing accounts and success will focus on that outcome.

Responsibilities

• Act as the primary contact for clients, ensuring an exceptional client experience with efficient, clear communication.
• Serve as a trusted partner to clients, taking initiative to deepen client relationships and proactively identify growth opportunities.
• Oversee the delivery process, from kickoff through completion, managing program details and coordinating with internal teams for smooth execution.
• Ensure thorough documentation, including client agendas, contact reports, and updates on progress and performance against targets.
• Lead scoping and requirements sessions, accurately defining project needs and specifications to align with client expectations.
• Liaise with production teams and specialists, ensuring each team member’s expertise is utilized to add maximum value to the project.
• Actively participate in knowledge sharing, support colleagues, and contribute to team pitches with support.
• Measures of success
• Client retention: Achieve at least 90% client retention rate.
• Profitable revenue growth; growth to align with client budgets set/20% margin target.
• Positive internal 360 feedback , demonstrating Emperor values
• Productivity: Consistently meeting targets for utilisation – both billable client work and client development/new business

Next Steps