The Account Director will work with our Business Director to manage key client strategy. The role will have solid commercial experience of digital transformation and customer experience with senior level clients. The role works closely with the Business Director leading the Sector, focusing on delivering high quality client experience for a portfolio of clients. They will have a deep understanding of client and sector needs and challenges and are able to find and suggest the best solutions to address these. The role manages relationships of all sizes with different challenges. Most clients will have a range of diverse needs and will often have to think outside the box to hit the clients' commercial and strategic needs. At manifesto, Client Services owns the
why and the what
: value, growth and relationship. Project Management owns the
how and how well
: execution, margin, quality and consistency. This role sits firmly in the Client Services lane, working in partnership with Delivery rather than running projects. Responsibilities
: Partnership and relationships Be a trusted advisor to senior stakeholders, building relationships at SLT, executive and board level and extending our network beyond immediate contacts
Make sure every client understands the manifesto proposition and its relevance to their organisation, and that we're consistently meeting and exceeding expectations as a partner
Manage expectations, tension and confidence at partnership level, acting as senior escalation point for relationship concerns
Own the CSAT strategy and narrative, making sure client feedback leads to clear action
Account strategy and growth Build a deep understanding of each client's goals and sector, and use it to shape programmes of work and create opportunities
Run Strategic Business Reviews and roadmap sessions that ask the right questions and add genuine strategic value
Lead re-tenders and competitive opportunities, and contribute to new business pitches with the growth team
Commercial and contractual Lead pricing conversations and shape the right commercial model, making sure what is sold is sensible
Own proposals, estimates and SoWs, with Delivery, SME and commercial input and approvals in place before anything reaches the client
Manage contractual obligations, including clean sales to delivery handover and negotiating change through the life of an account
Work with the Business Director on annual and monthly forecasting and invoicing.
Own revenue targets, pipeline and forecasting across the portfolio, tracking KPIs and keeping CRM data accurate and current
Representing the client internally Bring clarity to the business about each client's strategy and needs, translating them into clear briefs for SMEs and Delivery
Challenge and reframe requests early, and positively challenge teams to raise the bar on impact
Take a portfolio view, spotting patterns, risks and opportunities across accounts
Client Services practice Be a senior voice for Client Services, contributing to the playbook, community of practice and continuous improvement in how we work
Champion change internally and externally so we adapt to client and market needs
Coach and support colleagues, and line manage delegated team members where applicable
Effective day-to-day management of high quality relationships with clients: Manage client expectations and take proactive measures to ensure that the relationship between the agency and the client is effective and valuable for both sides and address issues are addressed in accordance with this.
Ensure that we are exceeding client expectations as an agency partner and responding to client needs at all times.
Act as the first escalation point for clients where issues/concerns about project or support delivery are not being adequately resolved within the project team.
Ensure that project briefs/Statements of Work define the client requirements, budgets and timescales adequately and are fully signed off by clients before work commences.
Manage contractual obligations and risks.
To ensure long-term mutually valuable relationships with existing clients: Ensure all allocated clients have a good understanding of the manifesto proposition and its relevance to their organisation.
Develop a deep understanding of specific client and sector challenges and their business objectives, by driving regular client touch-points such as Strategic Business Reviews and roadmap workshops with the rest of the manifesto team.
Build commercially valuable relationships with senior leaders (e.g. external SLT executive and Board level) within the client organisations with a focus on growing our network beyond our immediate client contacts.
To grow the business we do with existing clients through creation, identification and conversion of new commercial opportunities
: Convert opportunities into confirmed Statements of Work, collaborating with appropriate team members.
Work with the Business Director on annual and monthly forecasting and invoicing.
I
nvolved in new business proposals and pitches, working closely with our growth team.
Keep our CRM updated and ensure tracking of key KPI's.
To be a senior voice of the client services studio in the agency: Unify the Client Services offering across manifesto.
Promote the Client Services role within the wider business.
An active contributor in the Client Services Studio, Community of Practice and Client Experience Playbook.
Onboard, train and line manage new Client Services team members in the future.
About You
Professional knowledge and experience
Proven work experience within an agency, ideally digital or similar, as an Account Director or an experienced Senior Account Manager
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation
Confident financial planning and reporting
Ability to handle challenging situations with tact and diplomacy
Proven ability to juggle multiple priorities at a time, while maintaining sharp attention to detail
Proven ability to be proactive in identifying opportunities, issues and/or risk
Excellent listening, negotiation and presentation abilities
Strong verbal and written communication skills
Experience of public speaking and attending and facilitating networking events.
Actively build and maintain network relationships.
Behaviours
Passionate about driving value and impactful outcomes for clients
Possess an entrepreneurial spirit and have an eye for future trends and insights that clients and the agency should be considering
Adaptable and resilient, thriving in complex and dynamic environments.
Commercial acumen and accuracy
Confident in adapting communication and leadership style to positively influence outcomes and working relationships
Highly collaborative, with excellent communication and interpersonal skills.
Committed to continuous improvement and innovation, both personally and professionally
Embodies Manifesto's values, championing purpose-driven work and fostering a positive team culture
Technical skills
CRM & Account Management Tools
Digital Strategy & CX Expertise
Financial & Commercial Acumen
Presentation & Communication Tools
Data & Analytics
Contract & SOW Management
Sector Knowledge
Change Management Facilitation
Cross-Functional Collaboration
About Us
manifesto
We are the digital experience agency for changemakers. We are committed to delivering purposeful and positive impact for people, planet and society, in restless pursuit of a better world. We take pride in creating award-winning digital experiences, products and services that are measurably ethical, inclusive, accessible, sustainable and joyful. Our changemaker clients include UNICEF UK, Breast Cancer Now, Trussell, Woodgreen, The Royal Academy of Arts, Zoological Society London, Historic Environment Scotland and Fauna & Flora. Part of the TPXimpact group - a Certified B Corporation™, we are a team of 130 digital product leaders, creative designers, user experience designers, engagement specialists, software engineers and experience strategists. TPXimpact
TPXimpact is a digital transformation company, and Certified B Corporation™, on a mission to build a future where people, places and the planet are supported to thrive. Combining vast expertise in human-centred design, data, experience and technology, we help the public, private and third sectors with their digital transformation journey, delivering high quality solutions that improve services, experiences and outcomes. We're passionate people who work in close collaboration with our clients to create sustainable solutions ready for an ever-evolving world. We are committed to having a positive impact on the clients and the communities we serve. We actively encourage applications from all genders, ethnicities, disabled people, members of the LGBTQIA+ community, and those from lower socio-economic backgrounds. Don't meet 100% of the criteria? We still want to hear from you. Please let us know if you require any adjustments during the recruitment process.
TPBN1_UKTJ
Account Director - Digital Agency - (9 month FTC - Maternity Cover) in Bexley employer: TPXImpact Holdings Plc
As a Lead Software Engineer at our company, you will thrive in a dynamic and collaborative work environment that values innovation and technical excellence. We offer competitive benefits, a strong focus on employee development, and opportunities for career advancement, all while being located in a vibrant area that fosters creativity and teamwork. Join us to make a meaningful impact on our Umbraco platforms and grow your expertise in a supportive culture that celebrates success.
