About the roleWe are looking for a commercially driven, operationally minded Group Account Director to lead and evolve our Client Success function at Advantage HQ.This is a senior leadership role responsible for overseeing the performance, structure, and development of the entire account management department. You will act as the strategic bridge between clients, account management, project management, media buying, creative, and leadership teams to ensure world-class client experience and profitable growth across the agency.You will lead, train, and mentor a team of Account Managers while implementing systems, processes, and operational improvements that elevate the department from reactive account handling to proactive strategic partnership.The ideal candidate combines deep e-commerce and performance marketing experience with strong leadership, operational thinking, and client relationship management. You must be comfortable managing high-level escalations, leading strategic conversations with top-tier clients, improving internal accountability, and building scalable systems that support long-term agency growth.This role is ideal for someone who thrives in fast-paced environments, enjoys building high-performing teams, and understands how to balance client satisfaction with commercial performance.About usAdvantage HQ is a tech-enabled growth firm helping leading brands scale profitably and predictably. We combine full-service performance marketing with proprietary tech, including:A creator marketplace managing over 80,000 influencer partnerships monthlyAn AI-powered platform to streamline discovery, outreach, and whitelistingProven playbooks in influencer marketing, paid media, performance creative, and CROWe’re trusted by 200+ high-growth DTC brands across beauty, wellness, lifestyle, and health. Our team of 100+ growth operators, analysts, and creatives manages over $500M in annual media spend and drives meaningful bottom-line impact for our partners.ResponsibilitiesClient Success LeadershipLead and oversee the entire Account Management and Client Success departmentManage and mentor Account Managers across multiple client podsTrain and develop Account Managers to become proactive strategic operators rather than reactive coordinatorsCreate frameworks, playbooks, and standards for client communication, retention, and strategic account growthEnsure consistent client experience, communication quality, and service delivery across all accountsSupport hiring, onboarding, performance reviews, and ongoing training for Account ManagersEstablish accountability systems and KPIs for the Client Success teamStrategic Client OversightOversee a portfolio of high-value and tier 1 client accountsJoin strategic client calls, escalations, renewal discussions, and performance reviews where requiredServe as senior escalation support for complex client situations or relationship management issuesSupport Account Managers with strategic recommendations, growth planning, and difficult conversationsEnsure clients clearly understand performance, strategy, priorities, and next stepsIdentify retention risks early and implement solutions proactivelyDrive long-term client retention, expansion, and revenue growthOperational ExcellenceImprove operational alignment between Account Management, Project Management, Paid Media, Creative, and Strategy teamsBuild and optimise internal workflows, SOPs, meeting structures, communication processes, and delivery systemsEnsure campaigns, deliverables, and launches are executed on time and to a high standardImprove project visibility, accountability, and cross-functional collaboration across departmentsIdentify operational bottlenecks and implement scalable solutionsSupport leadership with forecasting, resource planning, and department scaling initiativesStandardise onboarding systems for both clients and internal team membersCommercial & Growth ResponsibilitiesSupport contract renewals, upsells, and scope expansion opportunitiesWork alongside leadership to improve client profitability and retention metricsUnderstand client economics including CAC, MER, contribution margin, LTV, and growth targetsEnsure account strategies align with both client goals and agency commercial objectivesAssist with proposal creation, pricing conversations, and strategic account planningMonitor account health across the agency and proactively address underperforming accountsPerformance & Strategy OversightEnsure Account Managers can confidently communicate performance across Meta, Google, TikTok, email, influencer marketing, creative testing, and CROReview reporting structures, dashboards, and strategic recommendations for quality controlHelp guide integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creativeCollaborate closely with media buyers, creatives, strategists, and project managers to maintain strategic alignmentEnsure testing roadmaps, creative pipelines, and performance initiatives remain proactive and organisedRequirements5+ years experience in account management, client success, or agency leadership rolesStrong experience managing teams within a performance marketing or e-commerce agencyDeep understanding of DTC e-commerce and performance marketing channels including Meta, Google, TikTok, email, influencer marketing, and CROProven ability to manage high-level client relationships and escalationsStrong leadership, coaching, and team development experienceExperience building operational systems and improving internal processesExcellent communication, presentation, and stakeholder management skillsStrong commercial awareness and understanding of agency profitabilityHighly organised with exceptional project management and prioritisation skillsAnalytical mindset with ability to interpret data and translate it into strategic recommendationsComfortable operating in a fast-paced, high-growth environmentExperience with reporting dashboards, PM systems, and agency workflowsFluent EnglishAdditional detailsFull-time remote positionAnnual compensation range: $85K-100K USD depending on experiencePaid Leave: 20 vacation days annually, Bank Holidays, emergency sick leave.Opportunity to play a key leadership role in scaling one of the fastest-growing DTC growth firms in the industry
24 days ago