Account Director

4 weeks ago

London, UK, United Kingdom Nest Commerce Full time

Account Director - Client Services


About Nest


At Nest we’re passionate about growth, from helping to grow our clients’ business, which in turn helps us grow our own business, to helping each and every team member reach their full potential and career goals, to our many many office plants. This is a great opportunity for anyone with a proven track record of being able to build strategic relationships with ecommerce and retail clients to deliver growth for their clients and for the agency.


You will own a portfolio of ecommerce and retail accounts, and be responsible for the high-level strategy, overseeing the client relationship to ensure they are satisfied that we are delivering against agreed KPIs. You’ll be responsible for introducing the client to other products and services we provide to help build a long and happy relationship with them. Additionally you will be responsible for contract renewals to ensure our clients extend their contracts and continue working with us.


Key Responsibilities


Client Happiness


  • Owning a portfolio of up to 5 ecommerce and retail accounts
  • Building and maintaining senior level relationships with clients
  • Ensuring all internal teams are aware of client happiness levels and we are continually working to achieve a high level of happiness
  • Proactively identifying and managing risks to the client relationship
  • Onboarding of new clients using the Nest client onboarding process to ensure we are setting each new relationship up for success


Commercial Health


  • Developing tailored account plans for each account to ensure you have an ongoing plan which focuses on how you will grow the relationship in terms of revenue and product/service diversity, and how you plan to retain the account.
  • Identifying growth opportunities across your portfolio and present back to clients in a compelling way
  • Invoicing and financial management of accounts ensuring that late payments are managed appropriately
  • Work with each discipline (e.g. Paid Search, Paid Social, Creative) to develop forecasts for clients and ensure Nest senior management has visibility of projected client revenue each week


Performance Planning


  • Developing media strategies and plans across digital marketing channels to drive business outcomes
  • Providing clients with strategic recommendations using performance marketing best practices and industry knowledge to help them deliver against their business objectives
  • Act as the face of the agency to the client, presenting high quality work and looking to ensure that we are delivering the right strategic answers for them


Cross department management


  • Leading the development of regular business reviews with our clients to show the effectiveness of our work and make the case to deepen our relationships with our clients
  • Supporting the delivery teams to manage and prioritise client deliverables
  • Ensuring we have clear ways of working agreed to with clients and that our team and our clients team are working do deliver against the agreed ways of working
  • Ensuring your internal weekly reports are up to date, including forecasting and pipeline management
  • Occasionally working with the sales team to support new business pitches
  • Ensuring you are continually considering how we can build for scale by sharing case studies and/or insights of what works and doesn’t work across your portfolio with the wider team


About you


  • Proven experience of leading a portfolio of accounts owning the client relationship
  • Experience in, and passion for paid digital advertising, working with platforms including Meta, Google, TikTok and Pinterest to drive business growth
  • An entrepreneurial individual who is good at spotting opportunities for growth and is able to build the case for additional spend or launching new campaigns or projects
  • The ability to lead the delivery of cross-channel strategies which will help your clients meet their business objectives
  • Hands-on experience of planning performance marketing campaigns, ideally for retail or ecommerce brands spending more than £100k per month
  • A leader with management experience, including excellent team and self-organisation skills
  • A passion for data and trend analysis, with demonstrated ability to communicate and present findings to senior stakeholders
  • Proven track record of managing senior level relationships and overcoming challenges
  • Excellent presentation skills both from the perspective of building decks with engaging narratives, and through to presenting the work in person or on video calls
  • Resilient with the ability to manage the ebb and flow of your portfolio’s needs to deliver client and agency success

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