Director, Customer Account Manager

4 weeks ago

Norwich Norfolk, United Kingdom Bancroft School Full time €50,000

krow is a full-service creative communications agency working out of four UK offices. Part of MISSION, we collaborate within a network of creative agencies in 28 locations worldwide, led by entrepreneurs who encourage an independent spirit.
Our clients range from big established retailers to smaller challenger brands and charities, giving our team the chance to do good over and above the business bottom line. We make Big Positive Impacts for our Clients that drive commercial growth, with ideas that move people to think, feel and act differently. That’s why we have many initiatives to support their development and wellbeing, including competitive benefits and family-friendly policies. If the successful candidate is based in London there will be a requirement to travel to Norwich once per week.


We are looking for an experienced and highly motivated Senior Account Director/Account Director who thrives in a fast past environment to direct and lead multiple workstreams, delivering customer experience strategy and activating their brands across e-commerce and digital channels in the UK, US and China. This is a fantastic role for someone who is passionate about making a difference on a key account.

With a growth mindset, realising and driving opportunities for growth within the account
• Accountable for the successful implementation of customer experience strategy and brand activations, on time, on brief and to budget.
• With planning, develop and drive insightful digital and creative briefs and strategies that will provide the digital and creative departments with a springboard to deliver exceptional work.
• Forward plan resource requirements to support the smooth running of the agency.
• Successfully coordinate internal departments and suppliers in the delivery of projects.
• Take financial ownership of the budgeting, forecasting, invoicing, and tight management of project budgets.
• How is the brand performing? Regularly offer added value services beyond business as usual.
• Nurture a self-starter culture within the account team so we’re not waiting for briefs, but proactively seeking them out.
• Inspire, motivate and nurture more junior talent by helping them to upskill in critical areas.
• Effectively manage upwards by keeping more senior stakeholders informed of the status of your business and know when to ask for help.

Experience working with brands (ideally in the nutrition and wellness sector) who sell direct to consumer
• Experience working with brands who sell through Amazon, .Experience in full funnel advertising including retail media, social, search and PPC
• Experience in development of CRM strategy and activation building on customer segmentation and customer journey mapping
• Good understanding of customer data strategy and ability to apply this to overarching D2C strategy in a way that aligns to overarching targets
• Line management experience

Salary: From £50k depending on experience
• Hybrid working – we ask that you’re in the office at least 2 days per week but you’re welcome to be in the office as many days as you like
• 25 days holiday with an extra day off for your Birthday
• Company Christmas closure, we usually close between the Christmas and New Year holidays, giving us a nice long break. These days will not be taken from your holiday allowance.
• Company Pension
• Health Cash Plan, cash back on dental, optical, and other health care costs such as physiotherapy, osteopathy, reflexology, and acupuncture.
• Life Assurance
• Electric Car Purchase Scheme, via Salary Sacrifice
• Outstanding training and progression, including access to LinkedIn Learning and The Mission Group Learning Management System
• Employee referral scheme
• Season Ticket Loans
• Mission Share Purchase Scheme
• Our Room to Grow career development programme with regular coaching sessions.
• Wellbeing supports including -
o Mental health first aiders, in the agency or a call away.
o 24/7 counselling and advice helpline
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