Senior Account Manager, Crisis and Issues – FleishmanHillard

Why FleishmanHillard?

We’re PRWeek’s Global Agency of the Year and Best Places to Work, recognised on Advertising Age’s A-List and as a NAFE “Top 50 Companies for Executive Women” for six consecutive years. Our award-winning portfolio includes five Lions at the Cannes International Festival of Creativity.

Committed to inclusivity and equity, we are the only PR agency to receive EY’s National Equality Standard (twice). All applicants will be considered without regard to race, religion, ethnicity, gender identity, sexual orientation, national origin, disability or age. If you need adjustments during the interview process, please let us know.

The Team

Our Crisis and Issues team is a globally trusted centre of excellence, delivering proactive crisis preparedness, lief incident response, and long-term reputation management across sectors including public inquiries, litigation, workplace culture challenges, mis- and disinformation, cyber incidents, DE&I issues, product failures, and restructuring.

Our London-based Crisis team (embedded in our Corporate Affairs practice) works globally across multi-market campaigns, supporting large accounts with a 24/7 response capability. The team collaborates closely withlegal partners and agency-wide stakeholders to advise high-profile clients through complex issues.

The Role: Senior Account Manager

As a Senior Account Manager, you’ll lead crisis accountability on retained client relationships, provide ad-hoc support and drive business development opportunities. This high-impact role offers a mix of strategic thinking, fast-paced execution, and direct client engagement.

Key Responsibilities

• Client and stakeholder management:
  • Serve as a trusted point of contact for clients and crisis leads, overseeing day-to-day account activity and coordinating cross-functional teams.
  • Handle live enquiries and media interactions (under supervision of Account Directors).
• Preparatory and strategic:
  • Develop and update crisis playbooks, response plans, and executive communications briefings.
  • Design tabletop exercises and simulations to test preparedness.
  • Author crisis and issue-related materials, tailored to executives, PR contacts, regulators, and external stakeholders.
• Live crisis operations:
  • Manage communications during crisis activations, liaising with clients, legal advisors, and media to inform real-time response strategies.
  • Monitor incident developments, analysing trends and reporting findings to the team and Senior Directors.
• Business development:
  • Support identifying and pursuing new business opportunities, including participating in client pitches.
  • Assist with client budget tracking, billing reconciliation, and financial reporting.
• Team and client development:
  • Mentor junior account managers and train colleagues across crisis preparation and execution.
  • Escalate issues or challenges as appropriate, fostering collaboration within your practice group.
• Outward-facing:
  • Present at pitch meetings when relevant, showcasing crisis management capabilities to potential clients.