Account Manager

Here at Havas CX helia, we’re on a mission to become the best customer engagement agency in the UK. We’re looking for a proactive, organised and collaborative Account Manager to work on one of our flagship CRM & Loyalty accounts. This role is ideal for someone who enjoys owning projects end to end, thrives in a busy team environment and is passionate about delivering meaningful, insight‑driven customer experiences.

Your new colleagues will include the strongest CX minds from a global talent pool. Together we transform brands through our unique approach. Helping brands strengthen their consumer relationships is what we’re all about – flexing and blending our creative and data skills to make each and every interaction truly meaningful.

While you bring the can‑do, entrepreneurial attitude, we’ll equip you with the skills to pull off big ideas and everything else you need to make the most of your natural talents. Brought into Havas CX helia you’ll help make a difference both professionally and personally, enjoying a rewarding career in our industry.

Role: Account Manager

Reporting to: Account Director

Location: London / Hybrid

Overview: We’ll deliver CRM communications, customer journeys and loyalty initiatives — partnering with a specialist CRM delivery agency who manage build, data connections and deployment. Your focus will be on excellent client service, creative and strategic delivery, and ensuring seamless collaboration across all partners.

Key Responsibilities:

• Campaign & Project Management: Manage the end to end creation of CRM and loyalty communications (email, SMS, app, triggers), focusing on briefing, creative development, copy and design. Oversee campaign processes and timelines, ensuring all creative assets are delivered to the CRM delivery agency on schedule and to the right specification. Liaise closely with the delivery agency to coordinate build, QA, personalisation, testing and deployment phases. Work closely with Producer to maintain clear documentation including timelines, status reports, and delivery trackers.
• Client Relationship Management: Build trusted day to day relationships with client stakeholders. Present creative work, take in feedback and provide clear updates throughout each stage of delivery. Work with senior team members to ensure all work aligns to wider CRM strategy, customer goals and KPIs. Manage expectations around timelines, dependencies and partner workflows.
• Customer Understanding & Insight: Demonstrate a strong understanding of the client’s customer base, CRM performance, lifecycle stages and loyalty motivators. Share insights, trends and optimisation opportunities with both clients and internal teams. Use data and performance learnings to help shape future briefs and creative direction.
• Collaboration & Delivery: Collaborate daily with internal Creative, Design, Strategy, CX, Content and Data teams to deliver high quality CRM communications. Work in partnership with the external CRM delivery agency to ensure smooth handovers, alignment on specs and timely deployments. Support the Account Director and Business Director with planning, performance reporting and campaign optimisation.
• Commercial & Financial Management: Manage estimates, POs, budget trackers and financial reconciliations for the projects you oversee. Provide accurate forecasting and take responsibility for the commercial health of your workstreams.

Experience & Skills:

• 2–4+ years of agency experience in CRM, loyalty, digital marketing or customer engagement.
• Strong knowledge of CRM channels (especially email, SMS and app journeys).
• Experience collaborating with technical partners, CRM delivery agencies or marketing automation teams is highly desirable.
• Excellent communication skills – able to simplify complexity for clients and internal teams.
• Highly organised with exceptional attention to detail and the ability to manage multiple workstreams.
• Comfortable working autonomously while collaborating closely with senior colleagues.
• Strong working knowledge of Microsoft Office (Excel, Word, PowerPoint, Teams).

Attributes & Behaviours:

• A proactive self-starter with a solutions-focused mindset who knows how to make things happen.
• A great team player who builds genuine, positive relationships internally and externally.
• Calm, adaptable and able to think on your feet when things get busy.
• Commercially aware, with a clear sense of ownership and accountability.
• Curious, engaged and happy to have (and share) an opinion.
• Ambitious and keen to learn, grow and progress within the role and agency.
• Willing to pitch in and help where needed – we’re very much a team.

The Six Helia Habits:

• Get Involved: You take ownership of outcomes rather than sticking narrowly to your role. You willingly step in, collaborate and help drive projects forward – ensuring the work succeeds, not just your part of it.
• Have a Voice: You speak up, contribute ideas and challenge constructively. You bring energy and opinion to conversations, and you see being active and vocal as the default, not the exception.
• Find a Way: You don’t get stuck on limitations – whether they’re client constraints, brief challenges or process barriers. You think creatively, problem solve with optimism and look for practical ways to move things forward.
• Be Playful: You bring curiosity, experimentation and positivity to the work. You’re not afraid to explore, try new approaches or inject creative thinking into everyday tasks – even when deadlines are tight.
• It Only Counts If You Make It: You turn thinking into action. You help transform good ideas into real, tangible outcomes – moving beyond theory to delivery and results.
• Make It Better Than It Was: You’re always looking to elevate the work. You don’t settle for “good enough”; you ask, “Is this the best it can be?” and push for quality, craft and continual improvement.

Here at Havas helia across the group we pride ourselves on being committed to offering equal opportunities to all potential employees and have zero tolerance for discrimination. We are an equal opportunity employer and welcome applicants irrespective of age, sex, race, ethnicity, disability and other factors that have no bearing on an individual’s ability to perform their job.

Contract Type: Permanent