Associate Account Director

About the Role

We are looking for a talented and driven Associate Account Director to join our growing Account team, with a specialist focus on Loyalty, CRM and CX. In this role, you will act as a trusted strategic partner to our clients, leading the development and delivery of data-driven CRM programmes that build lasting customer relationships and drive measurable business outcomes.

You'll be the connective thread between client ambition and agency delivery — working across strategy, creative, data, and technology teams to bring omnichannel CRM programmes to life.

What You'll Do

Client Leadership & Account Management

• Serve as the primary day-to-day client lead, building strong, trust-based relationships with senior marketing stakeholders
• Translate client business objectives into actionable CRM strategies and campaign plans
• Lead regular client status meetings, QBRs, and strategic and creative reviews, ensuring transparent communication on progress and performance
• Manage project health, identify growth opportunities, and support the development of organic revenue within your team

CRM Strategy & Campaign Delivery

• Lead the planning and execution of complex, omnichannel CRM programmes spanning email, SMS, push notifications, in-app, and beyond
• Champion lifecycle marketing thinking — from acquisition and onboarding through to retention, loyalty, and win-back
• Partner with creative and strategy teams to develop audience segmentation, personalisation frameworks, and test-and-learn agendas

Team Leadership & Collaboration

• Collaborate closely with cross-functional internal teams including creative, project managers, strategy, and technology
• Develop well-crafted briefs that clearly articulate client objectives and inspire great work
• Contribute to new business pitches and agency initiatives as required

Commercial Accountability

• Own and manage account scopes of work, budgets, and resource allocation
• Accurately forecast account revenue and proactively flag risks or growth opportunities
• Support contract renewals and upsell conversations in partnership with senior leadership

Requirements

• 5+ years of experience in account management or client services, ideally within an agency or consultancy environment
• Demonstrable expertise in CRM marketing — including lifecycle strategy, campaign planning, segmentation, and personalisation
• Solid understanding of CRM and marketing automation platforms (e.g. Salesforce Marketing Cloud, Adobe Experience Cloud, Braze, HubSpot)
• Excellent communication and presentation skills, with the gravitas to engage senior client stakeholders
• Proven ability to manage multiple projects simultaneously in a fast-paced environment
• Experience managing and mentoring junior team members

Good to Have

• Experience in Customer Experience (CX) strategy, including customer journey mapping, service design, or experience transformation
• Exposure to first-party data strategy and the evolving cookieless landscape
• Knowledge of AI-powered personalisation tools and their application in CRM contexts
• Experience working with loyalty programmes or subscription-based customer models

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.