Purpose of the Role
As Account Director, you will lead end-to-end client success across one or more clients, ensuring they achieve their desired outcomes and maximize the value of working with Merkle. You will be the main point of contact for understanding their business, market, and competitors, building strong relationships through proactive engagement and delivering commercial performance. You will partner with capabilities and Integrated Delivery teams to enable successful onboarding and delivery, ensuring all teams have what they need to achieve client goals. You will own the Key Account Plan focused on driving account growth through strategic planning, client engagement, and proactive problem‑solving. This role is integral to strengthening dentsu’s partnerships, ensuring delivery of client outcomes, and enabling long‑term client retention.
What you’ll do
- Lead account planning and execution across assigned clients, ensuring alignment with client objectives and dentsu’s commercial priorities.
- Build and maintain mid‑senior client relationships, acting as the primary point of contact for delivery, performance, and commercial discussions.
- Collaborate closely with Strategy, Growth, Delivery, and specialist teams, ensuring coordinated delivery and consistent messaging.
- Contribute to onboarding, governance, and reporting processes, ensuring high‑quality standards and operational consistency.
- Lead renewal and retention conversations, supporting expansion opportunities and strengthening long‑term client partnerships.
- Monitor client health and performance metrics, identifying risks, improvement opportunities, and proactive interventions.
- Resolve delivery escalations, supporting teams to troubleshoot issues and ensure seamless client experience.
How you’ll succeed
- Achieve strong client satisfaction, demonstrated through improved NPS and TRR, healthy relationship scores, and reduction in issues.
- Drive retention and renewal outcomes, meeting or exceeding targets across assigned accounts.
- Deliver revenue and commercial performance, including accurate forecasting, upsell support, and efficient delivery management.
- Support high‑performing delivery teams, evidenced by team engagement, skill progression, and consistent delivery quality.
- Maintain operational excellence, ensuring structured governance, clear communication, and timely delivery.
- Foster collaboration, supporting culture‑building, cross‑practice alignment, and knowledge sharing across teams.
Essential Qualifications
- Strong experience in client leadership, account management, or delivery roles in digital, data, CRM, or CX environments.
- Proven ability to manage multiple client accounts and oversee day‑to‑day client operations.
- Strong stakeholder management skills, with confidence engaging mid‑senior client contacts.
- Solid commercial acumen, including managing budgets, forecasts, and supporting account growth.
- Excellent communication, organisational, and problem‑solving skills.
- Ability to handle escalations with composure and maintain strong client trust.
Desirable Qualifications
- Experience in multi‑solution engagements (digital, CRM, CX, media, or data).
- Knowledge of onboarding processes, governance frameworks, or client health measurement.
- Exposure to contract renewals, upsell motions, or revenue planning.
- Experience working with cross‑functional delivery teams in matrixed organisations.
What we offer
- Permanent role based in Leeds, London or Manchester.
- Competitive salary and a benefits package that can be tailored to your needs.
- Company‑funded private medical insurance, virtual GP access, and an employee assistance programme.
- 25 days of annual leave plus extra days for birthday, wellbeing and volunteering.
- Discounted gym memberships, retail perks, electric car leasing and travel insurance.
Inclusion & Diversity
At Dentsu we embrace diversity and inclusion, valuing the unique perspectives and contributions of every individual. We welcome applications from all individuals, regardless of race, ethnicity, nationality, religion, gender, gender identity, sexual orientation, age, disability, marital status or any other protected characteristic. We are committed to providing an inclusive and accessible experience throughout the recruitment process. If you need reasonable adjustments due to a disability or medical condition during our recruitment process, please contact us at accommodations@dentsu.com, quoting the reference number of the role you are applying for.
Location
This role can be based in Leeds, London or Manchester with a hybrid working model; the successful candidate is expected to be on‑site with the client once a week.
#J-18808-Ljbffr…