Account Director

Service Delivery & Operational Excellence

• Take accountability for the successful delivery of client services, ensuring work is accurate, insightful, commercially relevant and consistently high quality.
• Coordinate effectively with Insights, Operations and global teams to ensure client requirements are understood, delivery expectations are met and issues are resolved quickly.
• Identify operational, relationship or delivery risks early, taking ownership of resolution and escalating with clear recommendations where appropriate.
• Maintain strong account management disciplines, including contracts, deal scope, MSAs, account plans and other key client documentation and processes.

Team & Service Development

• Share knowledge, experience and best practice across the Account Management team, helping colleagues strengthen their approach to client relationships, commercial conversations and strategic account growth.
• Contribute to the continued development of CARMA’s Insights services, including reporting, commentary, data visualisation and how we demonstrate value to clients.

What Success Looks Like

• You will build strong, trusted relationships across your portfolio and become a senior adviser whom clients value and want to work with.
• You will deliver against retention and commercial expectations, identify opportunities to grow client relationships and ensure CARMA's services provide meaningful and demonstrable value.
• You will also have a visible impact on the wider Account Management team by sharing expertise, modelling strong commercial and client leadership, and helping improve the consistency and effectiveness of account management across CARMA.
• Ultimately, success means stronger client relationships, a growing and profitable portfolio, and representing CARMA with credibility, commercial confidence and consistently high standards of client service.

What We're Looking For

We are looking for a proven senior client relationship manager with the commercial confidence, strategic thinking and influence to manage complex client relationships and help strengthen account management standards across CARMA.

You will ideally bring:

• Provable experience in account management, client services, consultancy or a comparable client-facing role, ideally within a media, communications, research, technology or professional services environment.
• A strong track record of managing complex client relationships and delivering measurable retention, growth and commercial value.
• Experience working with enterprise and multinational clients, with the confidence to operate across multiple stakeholders, markets and levels of seniority.
• Strong commercial acumen, including experience of renewals, account growth, commercial negotiations and profitability.
• The ability to build credible, trusted relationships with senior stakeholders and decision-makers, acting as a strategic adviser rather than simply a service provider.
• Confidence leading strategic conversations, constructively challenging clients and influencing outcomes, including with senior and demanding stakeholders.
• Strong presentation and communication skills, with the ability to translate complex information into clear, compelling and benefit-led recommendations.
• Excellent organisational and project management skills, with the ability to manage multiple clients, stakeholders and priorities without compromising quality.
• Strong problem-solving skills and a proactive, solutions-focused approach to identifying risks, resolving issues and improving client outcomes.
• A commercially curious and growth-oriented mindset, with the ability to anticipate client needs, identify opportunities and deepen relationships.
• The confidence and influence to share expertise, support colleagues and positively shape standards across the wider Account Management team.
• A strong interest in the changing media, communications and technology landscape, and the ability to translate relevant developments into meaningful client conversations.
• Previous experience in media intelligence, media monitoring or the communications industry is preferred but not essential. Relevant experience from adjacent sectors such as PR and communications, research and insights, SaaS, data and analytics, marketing technology or consultancy will also be considered.

Role Type: Individual Contributor

Reports To: Head of Account Management

Location: London/hybrid

Why Join CARMA?

At CARMA, you’ll have the opportunity to work with ambitious clients, solve interesting challenges and make a visible impact in a fast-moving global business.

• Make an impact - Work with leading organisations on high-profile client challenges, helping them understand their media landscape, demonstrate communications impact and make better-informed decisions.
• Work globally - Collaborate with talented colleagues and clients across markets, cultures and disciplines, gaining genuine international exposure along the way.
• Grow your career - Take on meaningful responsibility, develop your expertise and have opportunities to broaden your experience as CARMA and your career grow.
• Keep learning - Build your knowledge across media intelligence, communications, data, technology and consultancy, with access to learning and development opportunities.
• Bring ideas to the table - We value people who are curious, commercially minded and willing to challenge the status quo. You’ll have the opportunity to shape how we work and how we deliver value to clients.
• Work with great people - Be part of a supportive, collaborative team where knowledge-sharing, different perspectives and a willingness to help each other are part of how we work.
• Be part of what’s next - Work at the intersection of media, communications, data and technology, helping clients navigate a rapidly changing landscape and contributing to the continued evolution of CARMA’s services.