Account Director in Newport, Wales

This established, pure-play CRM agency has nearly 30 years’ experience delivering data-led customer engagement and retention programmes for some of the UK’s most recognisable consumer brands. Recently acquired by an international group, the agency is entering an exciting new phase of growth, with increased investment and a greater focus on strengthening client services capability. The business has evolved from long-term retained projects to a fast-paced model built around multiple short-term, high-impact CRM initiatives. The culture is tight-knit, collaborative, and energetic, with a strong emphasis on personality, pace, and quality of thinking.

You’ll join a personable, close-knit client services team working across a varied portfolio of high-profile accounts. The environment is fast-moving and delivery-focused, with teams expected to quickly understand client objectives, shape strategy, and guide work from brief through to delivery. This is an agency where relationships matter (internally and externally), and where people are trusted to run day-to-day client engagements with autonomy and confidence.

This is a senior client-facing role, sitting just below the most senior client lead and responsible for running the day-to-day delivery across several key accounts. You’ll act as the strategic bridge between clients and internal teams, ensuring briefs are understood, scoped correctly, and delivered to a high standard. The role spans a mix of BAU and project-based work across CRM strategy, campaign planning, creative, and technical delivery. You’ll also take online management responsibilities and play a key role in maintaining momentum and quality across accounts during a period of growth.

• Client Leadership & Strategy

• Act as the day-to-day lead across multiple client accounts, owning relationships and delivery.
• Understand client objectives from a strategic perspective and translate them into clear briefs.
• Present project scope, timelines, and recommendations to clients, ensuring alignment and approval.

• Oversee BAU CRM programmes for retained clients, including campaign planning around seasonal moments, launches, and key calendar events.
• Lead project-based CRM and data-led marketing initiatives, including campaign builds and loyalty-focused work.
• Take a consultative approach to CRM strategy, data usage, and campaign optimisation.

• Work closely with creative, data, and technical teams to deliver high-quality outputs.
• Manage and support junior team members, providing guidance and structure where required.
• Ensure work is delivered on time, on brief, and to a consistently high standard.

• Support recently won accounts and help embed strong delivery and relationships early on.
• Contribute to award-winning work by maintaining high standards of execution and client service.

• Experience at Account Director level, or a strong Senior Account Manager ready to step up.
• Background in data-led marketing, CRM, or digital agency environments.
• Experience working with large, well-known consumer brands.
• Comfortable operating in a fast-paced, project-heavy agency setting.
• Confident, personable, and proactive — someone clients and colleagues enjoy working with.

• Join an established CRM agency entering an exciting new growth phase.
• Work on high-profile, recognisable brands across varied CRM and data-led projects.
• Take ownership of day-to-day client relationships with real strategic influence.
• Be part of a friendly, fast-moving team that values energy, quality, and collaboration.