Role overview

Reporting To


Responsible For

Account Manager

Job Purpose

Drive the development of compelling campaigns for clients and prospects, translating corporate aims and objectives into relevant yet creative campaigns with the aim of increasing revenue and improving client satisfaction, whilst taking full responsibility for the team’s financial planning, resource management and reporting.

Key Responsibilities

Client Management, Retention & Satisfaction

– Responsible for creating and maintaining PR, content, digital and social media plans and campaigns with demonstrable results for all accounts within their stream
– Engage in and ensures a strategic relationship with the client, providing insight and partnership across all aspects of the PR, content, digital and social spectrum
– Responsible for ensuring excellent client communication at all levels
– Collaborate with Account Manager to agree KPIs, deadlines and service agreements
– Work with CCO to develop existing accounts by identifying and securing upsell opportunities, and managing and negotiating client renewal
– Act as internal lead for the on-boarding process for key accounts, ensuring that the team are fully briefed on the campaign targets, objectives and strategy
– Ensure retention and satisfaction of all client accounts within the team, flagging major issues and recommended course of action to CCO
– Attend all monthly, quarterly and annual meetings, plus weekly calls for key accounts ensuring that the Account Manager, JAE and specialist streams where necessary are fully briefed and that follow-up materials are accurate and sent

Senior Resource Management

– Liaise with Practice Leads on a monthly basis to provide a rolling three-month overview and monthly detailed view of resource requirements
– Collaborate with Practice Leads on weekly basis for status check and real-time changes to planned workloads and deliverables.
– Be responsible for maintaining an accurate view of all revenue to ensure accurate forecasting, avoid over-service and undertake effective planning and negotiation with clients

Internal Direction and People Management 

– Provides detailed reports to Board when required and provides monthly presentation in Management meetings
– Working with the Head of Business Development and CCO, support and contribute to major pitches and new business projects
– Take on line management responsibility including leadership, guidance, mentoring and direction to Account Managers
– With the CCO, be responsible for Account Manager and Junior Account Executive remuneration levels in line with budgets and the Whiteoaks pay structure and ensure that your team reap rewards when they consistently surpass the high standards expected by Whiteoaks
– Evaluate training requirements for the Account Manager and Junior Account Executive to ensure they have access to the most appropriate training and are equipped to fulfil their responsibilities in the most efficient manner
– Take overall leadership responsibility for the account stream, including supervision, assessment and reviews of the Account Manager

Continuous Professional Development

– Undertakes training that spawns continuous professional development in preparation to progress to an Associate Director role

Management Behavioural Competencies

– Values and consistently delivers a high quality and innovative service to all customers, colleagues and peers, recognises and rewards outstanding performance within the agency
– Commercially aware and maintains up to date knowledge of trends in the technology PR and marketing sectors, and/or areas of specialism, and adds value to the business and our clients
– Acts with integrity and demonstrates sound moral and ethical principles that align with our values. Encourages inclusivity within the agency
– Works as a team by encouraging cooperation, collaboration and partnerships with colleagues, clients, peers and team and shares knowledge, skills and expertise with colleagues
– Is straightforward, communicates honestly and frankly and ensures interactions with clients, colleagues and peers is clear and consultative
– Builds trust with clients, colleagues and peers through sound decision-making and by sharing knowledge and skills in area of expertise
– Is responsive to often multiple requests from clients, colleagues and peers by reacting quickly and positively. Takes initiative to make improvements and deliver results
– Demonstrates commitment and accountability through dedication to clients, peers and colleagues. Seeks to identify problems, and recommends best solutions
– Supports and positively encourages clients, colleagues and peers to achieve individual, team and company goals and measures outcomes that deliver results

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