Digital Account Manager

About FellowshipWe are a Digital Agency specialising in designing and developing bespoke WordPress, Multisite and WooCommerce websites. For over 20 years, we’ve helped many clients solve business challenges – ranging from ambitious SMEs to multinationals and global groups.Our team of 19 is made up of web developers, web designers, account managers and digital marketers. Due to the increased demand for our services and ongoing support of our valued client websites, we are seeking an experienced Account Manager to join our team as we continue our growth.Our studio is based in Woolpit, Suffolk, just off the A14 - that’s 15 minutes from Bury St. Edmunds, 30 minutes from Ipswich and 40 minutes from Cambridge. This is a Hybrid role, with a typical working week split between the office and home.The RoleWe’re looking for an experienced Digital Account Manager with a background in a digital, creative or web agency. You will confidently manage multiple client accounts, handle competing priorities, solve problems quickly and collaborate effectively with design, development and strategy teams.You will be a strong communicator with excellent relationship-building skills, emotional intelligence and the ability to lead client conversations. Strategic thinking, active listening and translating client needs into clear briefs are essential.As we shift towards AI-enabled workflows and improved retainer packages, we’re looking for someone curious about AI and comfortable adopting new tools to improve processes, reporting and client delivery.You will work closely with our Client Services Director to deliver outstanding client experiences and help free up capacity for strategic and operational leadership. You will collaborate with our Senior Account Manager, Digital Team, and our dedicated Project Manager on larger, more complex projects to ensure smooth delivery across all accounts.Strong organisational and administrative skills are vital. You should be highly reliable, detail-focused and comfortable running clear, consistent processes.Responsibilities IncludeSupport our Client Services Director and Senior Account Manager in delivering excellent client serviceManage the day-to-day delivery and communication across multiple client accountsHandle work requests, write briefs and coordinate tasks with the Digital TeamSchedule work using our internal system, coordinating with the Client Services team and Head of Operations to align on resources and team capacityUse AI tools to support communication, reporting, analysis and documentationUse analytical tools (such as Google Analytics) to provide actionable insightsBuild long-term client relationships and identify growth opportunitiesAct as the communication link between clients and delivery teamsEnsure the projects you manage run efficiently, effectively and profitablySupport internal briefings and support project kick-offsOrganise check-ins for larger or longer-term projectsTrack performance and ROI, and contribute to reportingIdentify and resolve risks, escalating when neededReview deliverables and ensure quality standards are metManage your own workload, deadlines and prioritiesSupport hands-on delivery when required (for example, WordPress content updates)Log new work accurately and maintain clear documentationTrack 3rd-party costs to support financial forecastingProvide pipeline updates and commercial insightsSupport revenue forecasting and profitability trackingHelp identify new business opportunitiesMaintain a solid understanding of Fellowship’s services and technical directionIdentify internal improvements and help implement themSupport proposals, pitches and tendersContribute to the evolution of our retainer offeringWhat we’re looking forExperience as an Account Manager or Senior Account Manager in an agencyStrong communication and relationship-building skillsA proactive, client-focused mindsetExcellent organisational and administrative skillsConfidence using, or willingness to embrace, AI toolsDesire for continuous learning and improvementA collaborative team playerExperience with WordPress and/or WooCommerceProficiency with Google Analytics or similar toolsExperience in any of the following would be beneficialSales training/skills/qualificationsExperience working with B2B businessesSEO experienceBackground in other disciplines of digital marketingWhat we offerFlexible working hours as required (standard hours Monday to Friday, 9am to 5:30pm)£35,000 salaryHybrid working with a minimum of 2 days from home per week after onboarding33 days holiday (including public holidays)Annual performance bonus potentialCompany pension contributionCompany savings schemeContinuous career development with dedicated trainingRegular company social eventsAll candidates must have access to their own vehicle to commute to our Woolpit office (IP30 9QS) as public transport does not operate around the office site.No recruitment agencies at this stage, please.