Head of Account Management

Overview

Role: Head of Account Management (North American Market)‑Location: Old Trafford, Manchester, M16 0PQ‑Hours: 1pm – 1pm (Monday – Thursday), 1pm – 6pm (Friday)‑Package: £47,500 base (£75,000 OTE)

The Head of Account Management is a senior leadership role responsible for driving exceptional client outcomes, commercial performance and team capability across a defined North American territory.

You will lead, coach and develop a team of Account Managers and Client Partners, taking full ownership of client retention, growth and service delivery across a large client portfolio. This role blends strategic leadership with hands-on operational oversight, ensuring that every client interaction reflects PHMG’s commitment to quality, creativity and long-term partnership.

As the senior escalation point for your region, you will set clear standards, embed best practice and use insight-led decision making to continuously improve client experience, team performance and commercial results.

Key Responsibilities

• Lead, manage and develop a team of Client Engagement professionals, setting clear expectations, driving high performance and embedding a strong culture of accountability and ownership
• Take full ownership of a North American client portfolio valued at approximately £1m, ensuring strong retention, renewal and long-term client relationships
• Embed and execute PHMG’s Client Engagement and Client Services strategy across the territory, ensuring consistency, quality and alignment to wider business objectives
• Own performance management across the team, including objective setting, coaching, reviews, capability development and succession planning
• Act as the senior escalation point for complex client, commercial or performance issues, providing decisive leadership and resolution
• Monitor, analyse and act on KPIs, client data and engagement metrics to drive continuous improvement in client outcomes and commercial performance
• Ensure service delivery meets or exceeds agreed SLAs and contractual commitments, maintaining consistently high standards across all accounts
• Build strong relationships with senior internal stakeholders, providing insight from the North American market to inform strategy and decision-making

Key Requirements

• Proven senior leadership experience within client engagement, account management or customer success
• Strong commercial acumen with experience managing sizeable client portfolios
• Track record of improving client retention, engagement and lifetime value
• Confident using data, KPIs and insight to drive performance and change
• Excellent stakeholder management and influencing skills
• Ability to balance strategic planning with hands-on operational leadership
• Resilient, adaptable and comfortable leading in a fast-paced, performance-driven environment

What you’ll get in return

• Free PureGym membership after 3-months served
• Cycle to work scheme
• 23 days annual leave plus bank holidays, increasing with length of service
• Additional half day off for birthday
• Enhanced maternity, paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Company sports teams
• On-site barber and beautician
• Car valet service
• Career development directly linked to your performance
• Fundraising initiatives for our registered charity – the PHMG Foundation
• Dedicated Employee Assistance Programme

About PHMG

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission. This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound. Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions. For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence. Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?