Account Manager

Purpose

Lead a set of accounts within a portfolio, and keep the wider portfolio running cleanly behind the senior team. The job is two things: own the accounts where the AM is the named lead, and keep the coordination, admin, and Leap discipline running cleanly across the portfolio, whoever is leading each account. On the AM's own accounts, own the client end to end across the relationship and the commercials, and keep delivery coordinated across the craft teams, with BD oversight. Work closely with Media, Digital, and Craft teams to keep work moving through Leap, and act as the day-to-day point of coordination across Craft teams. Show up organized, on top of the detail, and the person everyone trusts to know what is happening on the account.

Reports to: Business Director

Accountable for

• Accounts where the AM is the named lead, with BD oversight.
• Growth, retention, and the commercial health of the accounts the AM leads.
• The financial picture of the accounts the AM leads: accurate fees, on-time invoicing, clean reconciliations.
• The performance of AIP's work against client objectives on the accounts the AM leads.
• Commercial management support on the larger accounts the AM supports: fee and invoice checks, PO tracking, reconciliation support.
• Integration across services on multi-service accounts, so the work comes through to the client as one joined-up team.
• The Client Partnerships admin layer behind key accounts: meeting bookings, deck templates, pre-reads, follow-ups, and the operational set-up that protects senior time.
• The day-to-day flow of work that lets the senior client team focus on the client relationship.
• The quality of what goes to the client: work that answers the brief and has been reviewed by the relevant specialists before it goes out.

Responsibilities

• Own the accounts the AM leads end to end, with BD oversight: own the client relationship, lead every brief and commercial conversation, approve plans and invoices, own the financial picture, chair monthly check-ins and QPMs. Does not lead new business pitches.
• Own the brief when received on the AM's own accounts: make sure it is clear and tight, and work out the right mix of services to meet what the client needs before bringing the wider team in. Media briefs go to the Media Planning Lead to build the plan; wider briefs stay with the AM, who brings the right teams in.
• Drive growth on the AM's own accounts by diversifying the services clients buy and opening new commercial conversations. Contract, renewal, and scope-change conversations route to the BD.
• Lead the client side of onboarding on the AM's own accounts, working with the Head of Innovation and Onboarding.
• Own the financial picture on the accounts the AM leads: accurate fees, on-time invoicing, and clean reconciliations, working with Finance. Where Finance flags an outstanding or late PO, chase the client directly.
• Stay on top of performance: regularly review the dashboards in Leap and the craft team reports to know how the work is tracking against each client's objectives. Where it isn't landing, work with the craft teams to get it back on track; where the data points to something the client should be doing, make the case for it.
• Escalate commercial or strategic decisions on the AM's accounts to the BD rather than making them unilaterally.
• Where they are allocated to a larger account, support on day-to-day flow, brief intake, meeting coordination, action tracking, Leap hygiene, and commercial management: fee and invoice checks, PO tracking, and reconciliation support, working with Finance.
• Run the Client Partnerships admin layer for the senior leads they support: meeting bookings, deck templates, pre-reads, follow-ups, and the operational set-up behind client touchpoints.
• Book the cross-craft RTB meeting on integrated briefs once the lead has routed the brief to the Strategy Director, and track actions and delivery against it.
• Track delivery across functions so the senior lead has a clear picture without chasing.
• On multi-service accounts, hold the integration across the craft teams so the work comes through to the client as one joined-up team. Media runs its own client conversation on assets and delivery.
• Support the senior lead on onboarding, QPMs, and larger client meetings.
• Keep Leap clean and current on every account the AM works on: briefs confirmed, plans up to date, actions logged, status visible. On accounts running multiple services, keep one accurate picture across media, creative, SEO, Social, data, and every live workstream, so the client gets a single coherent view rather than separate updates from each team.
• Check the work before it goes to the client, reports, plans, creative, and any client-facing output: make sure it answers the brief, meets the standard a client should expect, and that the relevant specialists have reviewed it first.
• Spot operational friction before it becomes a client issue, and flag it to the senior lead.
• Work alongside the other Account Managers across the agency so operational discipline is consistent across portfolios.