Account Director (Fixed Term Contract)

Role Overview
The Account Director plays a pivotal role in managing senior-level relationships with Buttermilk’s clients, ensuring satisfaction, driving account growth, and overseeing delivery quality. Partnering closely with internal teams, including Creator Services, you’ll ensure client projects are delivered on time, within budget, and to the highest standard.

You’ll also work with the Group Account Director to develop and execute growth plans for key accounts, identifying opportunities to expand services, unlock new revenue, and maintain profitability. This role demands a strategic mindset, commercial acumen, and the ability to lead with confidence, even in challenging situations.

Key Responsibilities
Act as the primary relationship lead for designated clients, conducting regular check-ins with senior stakeholders.

Serve as the escalation point for client issues, ensuring retention and satisfaction.

Support the Group Account Director in developing and executing account growth strategies.

Identify upsell opportunities based on client needs and market trends.

Drive pitches for new business, coordinating internal teams to deliver tailored proposals.

Oversee proposals, reports, and status updates, ensuring timely, high-quality delivery.

Ensure timely sign-off on Statements of Work (SOWs) and monitor invoicing to protect profitability.

Lead award submissions, PR opportunities, and thought leadership initiatives in collaboration with other teams.

Monitor margins, hours, and resource allocation to safeguard account profitability.

Core Competencies
Client Servicing & Satisfaction

Lead high-level client conversations with confidence and strategic insight.

Ensure clear, realistic expectations are set and met across all projects.

Regularly assess and improve client satisfaction through structured feedback loops.

Build and nurture strong client relationships, fostering trust and long-term partnerships.

Client Business Understanding

Maintain deep knowledge of client industries, trends, and competitive landscapes.

Translate client data into actionable insights, guiding campaign strategies and execution.

Offer forward-thinking recommendations that align with both brand and business objectives.

Actively anticipate client needs, positioning the agency as an essential strategic partner.

Infectious Enthusiasm & Agency Advocacy

Set the tone within the agency, fostering enthusiasm, passion, and strategic alignment.

Inspire and motivate both internal teams and clients to push creative boundaries.

Ensure seamless collaboration across departments to deliver outstanding work.

Embody the agency’s values and mission, reinforcing a high-performance culture.

Client Retention & Growth

Develop and execute client growth plans, identifying and capitalising on new opportunities.

Drive client satisfaction strategies to ensure long-term, high-value partnerships.

Build trust with senior client stakeholders, positioning the agency for continued expansion.

Lead contract negotiations and scope discussions to maximise business potential.

Critical Thinking & Problem-Solving

Evaluate and enhance work across all departments, ensuring top-tier output.

Apply a data-driven mindset to decision-making, identifying areas for improvement.

Offer strategic recommendations that drive both creative excellence and business impact.

Navigate challenges with a solution-oriented, forward-thinking approach.

Presentation & Communication Ability

Deliver compelling, high-stakes presentations to senior client stakeholders.

Communicate strategic recommendations in a clear, engaging, and persuasive manner.

Craft presentations that articulate agency value, fostering confidence and buy-in.

Adjust storytelling techniques to suit different client needs and industry expectations.

Success Metrics
Client satisfaction (NPS)

Client retention and reduced churn

Revenue and service growth within accounts

Profitability: maintaining healthy margins and efficient resource use

Delivery excellence: high-standard work delivered on time

Depth and strength of client relationships

Required Experience & Skills
Currently in an Account Director role, with previous experience in a creator / influencer agency

Proven track record managing high-value accounts for well-known brands (e.g., L’Oreal, Estee Lauder).

Demonstrated success in achieving growth targets and expanding client services.

Strong pitch leadership skills with the ability to support and guide internal teams.

Commercial acumen with experience in budget management, SOW oversight, and margin protection.

Expertise in client, account, and project management with a focus on retention and growth.

Beauty industry experience (desirable but not essential).