Director, Customer Account Manager

We’re looking for a commercially minded digital leader who enjoys getting close to the numbers, understanding what’s driving performance, and helping clients make smarter, faster decisions in market. Working primarily across a major home appliance retail client, this is an opportunity to play a central role on a newly won piece of business with genuine scope to shape direction, influence strategy and help evolve the client’s approach to digital media and measurement from the ground up.

The role sits within the broader Planning & Client Leadership team, with a strong focus on digital performance, trading insight and commercial impact. We’re looking for someone who is equally comfortable discussing channel strategy, sales performance, measurement frameworks and in-market optimisation with both clients and internal specialists.

A large part of the opportunity lies in helping bring greater structure, clarity and connected thinking to the client’s media ecosystem. The business already has measurement in place, but there’s a real appetite to evolve this further - building a more joined-up understanding of performance across channels, ecommerce and retail impact. You’ll work closely with senior leadership, strategy and effectiveness teams to help shape that journey.

This role would suit someone who enjoys reactive, fast-moving categories and likes working in environments where media decisions are closely connected to commercial outcomes. The client operates in a highly competitive retail space, so the ability to interpret trading signals, identify opportunities and adapt plans quickly is an important part of the role.

There’s also a strong opportunity to broaden your exposure beyond channel planning alone. The successful person will play a visible role in client conversations, trading discussions and wider business challenges - contributing to how the agency approaches measurement, testing, effectiveness and modern performance planning.

While the role is heavily digital in nature, the expectation isn’t that someone knows every channel inside out. It’s more important that they bring curiosity, commercial thinking, confidence around data and performance, and an interest in how different channels work together to drive growth. Great organisation, strong attention to detail, a collaborative approach and a genuine interest in helping clients evolve are all important qualities for success in the role.

You’ll be the lead digital client contact, maintaining a strong working relationship and ensuring we are continually considered as an extension of the marketing team including active participation in client trading and sales performance forums. You’ll understand your client’s category, add value with your opinions and demonstrate an ability to make recommendations that will positively impact their businesses and commercial performance, with a clear focus on driving sales.

You’ll deliver top notch attention to detail and accept delivering nothing less than top quality work particularly when responding reactively to in-market performance signals and business changes. You’ll have a strong grasp of both performance and brand-led digital strategy and will bring experience of devising and delivering plans which have consistently delivered against both brand and revenue outcomes.

You’ll define the role for digital media channels within campaign strategies and be comfortable writing and presenting your recommendations with clear articulation of how activity contributes to business objectives and sales targets. You will have a high-level technical understanding of all digital channels from paid search and social through to programmatic and SEO. You will be comfortable discussing the advancements in, and merits of, all digital channels to a high level with clients without requiring specialist support.

You’ll brief and coordinate specialist teams to deliver integrated, cross-channel plans and clearly explain how channels work together, adapting activity in response to performance and product sales priorities. You’ll have a sophisticated understanding on best practice measurement for digital channels and demonstrate this within your recommendation including working with analytics teams to implement robust effectiveness measures and aligned measurement roadmaps.

You’ll identify the opportunity for, and devise effective test and learn strategies to prove out the validity of your planning recommendations using results to inform optimisation and future planning. You’ll understand and introduce new trends and media opportunities to clients and implement them across your plans where they can demonstrably drive incremental performance.

You’ll ensure the smooth running of the digital account, applying best-practice account management whilst staying close to reporting, results and opportunities for performance improvement. You’ll contribute to the overall upskilling of digital knowledge across the broader team and contribute to the learning and development of junior planners.

You’ll contribute to ‘beyond client’ work such as cross-agency digital collective ways of working as well as new business pitches outside of the day to day, bringing your digital expertise and passion for the future of media to the fore.

Our working pattern is Monday–Thursday in our Covent Garden offices, followed by hybrid working on Friday.