Senior Account Manager (Social / Creative)

Make is an integrated agency in the heart of East London. We're looking for a Senior Account Manager to join our Creative & Social team.

In this role, you'll own the social strategy and client relationships for some of our biggest accounts. You'll be the expert in the room on every major platform, the person clients and Account Managers turn to for a confident point of view, and the one who sets the standard for how our social team delivers.

You'll be a trusted partner to senior client stakeholders, leading the conversations that shape their social plans and growing those relationships over time.

We're seeking someone who can spot what competitors miss, connect social performance to real business outcomes, hold their own with senior clients, and bring junior specialists along with them. You'll have a genuine passion for the industry and a track record of brilliant, platform-native work.

Things we look for in a Senior Social Media Manager:

• 5+ years of experience in a client-facing social media role within a digital, social or creative agency.
• Platform Expertise: Expert knowledge across all major platforms. You anticipate platform changes and advise clients on platform strategy, not just platform mechanics.
• Content Strategy & Ideation: Proven ability to create content strategies that differentiate brands. You identify the gaps and opportunities competitors miss, lead ideation and own the creative direction.
• Channel Literacy: A deep enough understanding of the wider channel mix to shape channel strategy conversations, spot cross-channel opportunities and challenge channel recommendations.
• Community Management: Experience shaping community management strategy and reading community behaviour as a signal for broader content or brand opportunities.

Insight & Measurement

• Social Analytics: Builds insight from data patterns, connects social performance to business outcomes and shapes measurement frameworks for clients.
• Narrative Building: Able to turn cross-channel data into compelling stories, find the insight specialists miss and challenge recommendations when needed.
• Senior Client Relationships: Trusted by senior client stakeholders. You manage difficult conversations confidently, navigate client politics and lead senior relationships without unnecessary escalation.
• Client Presentations: Leads client presentations, status calls and quarterly reviews, explaining the strategic "why" behind recommendations and keeping clients informed before they need to ask.
• Stakeholder Navigation: Confident managing several client stakeholders with competing priorities, from marketing teams to founders and sales leads, and finding a route everyone can buy into.
• Brief Shaping: Shapes briefs strategically, recognising when a client is underselling their opportunity and reframing the problem to unlock better work.
• Protecting the Relationship: Handles complaints, missed expectations and tough feedback openly, turning tricky moments into trust.
• Scope & Approvals: Manages scope, timelines and approval processes with clients, and flags early when requests move outside what's been agreed.
• Commercial Awareness: Contributes to client strategy conversations beyond execution. You actively identify growth opportunities and work with Account Managers, the CSD and SLT to scope, cost and convert them.

Leadership & Standards

• Judgement & Challenge: Makes sound calls under pressure, often with incomplete information. You proactively flag when content strategy or brand direction is wrong, and clients and AMs value your perspective.
• Standards & Mentoring: Sets the content delivery standard within the social team, holds yourself and others to it consistently, and mentors junior specialists.
• Delivery Oversight: Oversees complex, multi-workstream accounts, keeping strategic oversight without losing sight of the detail, and resolving risks before they surface.
• Tools & Efficiencies: Process-driven, with strong project management skills and experience using Asana to keep workflows moving.
• AI Integration: Experience using AI in research, ideation and reporting to increase efficiency, whilst knowing exactly when the human touch is needed.
• Problem-Solving: The ability to solve creative and fast-moving strategic problems quickly and efficiently.
• Can-Do Attitude: A bit of a cliché, but true for us. You won't be afraid to roll up your sleeves and help others across Make.

Things we look for in all Makers:

Throughout Make, we have different roles for different teams. These are the things we look for within every team member:

• Being able to challenge the norm with clients and within the agency.
• Clear, strong communication and presentation skills.
• A true team player who is willing to get stuck in to support the wider agency.
• A problem-solver with the skills to get work over the line, hit deadlines, and find new, efficient processes.
• Able to thrive in a fast-paced environment.
• Detail-oriented and process-driven.

How We Work

• Hybrid, flexible working (2 days in office mandatory)
• Work from anywhere for one month of the year.

At Make, we value all experiences, cultures, and backgrounds. We believe that diversity drives innovation, and we want all of our people to feel comfortable bringing their creativity and individuality to work.

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