Who are IDHL?
At IDHL, we’re more than a digital agency, we’re a strategic partner to ambitious brands, helping them accelerate growth in the digital economy.
Our expertise is delivered through three core divisions: Performance, Web & eCommerce, and Intelligence – all working closely together to create impact across channels.
We’re also home to Fostr, a Shopify Plus agency for luxury and lifestyle brands, and The MTM Agency, specialists in integrated marketing and audience engagement.
What connects it all is our focus on outcomes, not just outputs. We back each other, take pride in what we do, and make sure the way we work works for everyone.
Role Overview
As a Senior Account Manager, you will be the primary point of contact for a portfolio of clients, responsible for nurturing relationships, driving client satisfaction, and identifying opportunities for growth. You’ll work closely with internal teams to deliver outstanding service and ensure projects run smoothly from inception to completion.
Key Responsibilities
- Build and maintain strong relationships with assigned clients, acting as their trusted advisor.
- Proactively manage client accounts to achieve a retention rate of 80% or higher.
- Achieve and maintain team and individual production targets
- Develop a deep understanding of each client’s business, market, and objectives.
- Take accountability for account profitability, margin awareness, and efficient use of production time
- Own account growth plans for key clients, including forecasting and long term roadmap planning
- Conduct quarterly business reviews to discuss digital roadmaps, performance, and new opportunities.
- Identify opportunities for your clients to work with the wider Group
- Lead client meetings, presentations, and kick-off sessions, ensuring clear communication and expectation management.
- Coordinate with internal teams (UX, Design, Development, QA, Project Management) to deliver projects and ongoing support.
- Identify and pursue opportunities to upsell and cross-sell additional services.
- Support clients with website updates and CMS queries (Shopify, Kentico, Umbraco, Big Commerce, Adobe).
- Ensure all client communications are documented and maintain a clear audit trail.
- Collaborate with the New Business Team for smooth account handovers.
- Manage your workload independently, prioritising tasks to meet deadlines and deliverables.
- Manage expectations of all clients by communicating through meetings and email communication
- Travel to Leeds and Manchester offices for company and team days
Skills & Experience
- Proven experience in account management, preferably with Web experience within a digital agency or similar fast-paced environment
- Strong communication and relationship-building skills, both written and verbal
- Demonstrated ability to meet sales targets and drive revenue growth
- Excellent organisational skills and attention to detail
- Ability to work independently and as part of a team
- Familiarity with digital technologies and Content Management Systems
- Experience collaborating with cross-functional teams
- Creative problem-solving skills and adaptability
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