Head of Account Management

<p><strong>Role:</strong><strong> </strong>Head of Account Management (North American Market)<br><strong>Location:</strong> Old Trafford, Manchester, M16 0PQ<br><strong>Hours: </strong>1pm – 10pm (Monday – Thursday), 1pm – 6pm (Friday)<br><strong>Package: </strong>£47,500 base (£75,000 OTE)</p> <p><span data-contrast="auto">The Head of Account Management is a senior leadership role responsible for&nbsp;balancing&nbsp;exceptional client outcomes&nbsp;with strong&nbsp;commercial performance&nbsp;across&nbsp;a large part of our&nbsp;North American&nbsp;client portfolio.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">You will lead,&nbsp;coach&nbsp;and develop a team of Account Managers and Client Partners, taking full ownership of client retention,&nbsp;client&nbsp;growth&nbsp;and service delivery. This role blends strategic leadership with hands-on operational oversight, ensuring that every client interaction reflects PHMG’s commitment to quality,&nbsp;creativity&nbsp;and long-term partnership.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">As the senior escalation point for your region, you will set clear standards, embed best practice&nbsp;reflecting your expertise/experience&nbsp;and use insight-led decision making to continuously improve client experience&nbsp;and&nbsp;team performance.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">As a proudly employee-owned business, every colleague at PHMG has a genuine stake in our continued success. This marks an exciting new chapter for the company, with a renewed focus on long-term growth,&nbsp;innovation&nbsp;and shared achievement. Alongside this, our Client Services department is undergoing an exciting period of&nbsp;transformation;&nbsp;refining our strategy&nbsp;and&nbsp;elevating our standards&nbsp;through&nbsp;investment&nbsp;in leadership&nbsp;development&nbsp;and&nbsp;performance incentivisation.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">As Head of Account Management, you will play a key role in shaping this next phase, influencing how we deliver value to clients&nbsp;and helping define what exceptional client engagement looks like in an employee-owned, future-focused organisation.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><strong>Key Responsibilities</strong><strong>:</strong></p> <ul> <li><span data-contrast="auto">Lead, manage and develop a team of Client Engagement professionals, setting clear expectations, driving high&nbsp;performance&nbsp;and embedding a strong culture of accountability and ownership</span><span data-ccp-props="{}">&nbsp;</span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW145907294 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW145907294 BCX8">Take full ownership of a North American client portfolio valued at&nbsp;</span><span class="NormalTextRun SCXW145907294 BCX8">over</span><span class="NormalTextRun SCXW145907294 BCX8">&nbsp;</span><span class="NormalTextRun SCXW145907294 BCX8">£1m, ensuring strong retention,&nbsp;</span><span class="NormalTextRun SCXW145907294 BCX8">renewal</span><span class="NormalTextRun SCXW145907294 BCX8">&nbsp;and long-term client relationships</span></span><span class="EOP SCXW145907294 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW256385674 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW256385674 BCX8">Embed and execute PHMG’s Client Engagement and Client Services strategy across the territory, ensuring consiste</span><span class="NormalTextRun SCXW256385674 BCX8">nt high&nbsp;</span><span class="NormalTextRun SCXW256385674 BCX8">quality and alignment to wider business objectives</span></span><span class="EOP SCXW256385674 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW227275213 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW227275213 BCX8">Own performance management across the team, including objective setting, coaching, reviews, capability&nbsp;</span><span class="NormalTextRun SCXW227275213 BCX8">development</span><span class="NormalTextRun SCXW227275213 BCX8">&nbsp;and succession planning</span></span><span class="EOP SCXW227275213 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW42392765 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW42392765 BCX8">Act as the senior escalation point for complex client, commercial or performance issues, providing decisive leadership and resolution</span></span><span class="EOP SCXW42392765 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW25059035 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW25059035 BCX8">Monitor, analyse and act on KPIs, client data and engagement metrics to drive continuous improvement in client outcomes and commercial performance</span></span><span class="EOP SCXW25059035 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW154666433 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW154666433 BCX8">Ensure service delivery meets or exceeds agreed SLAs and contractual commitments,&nbsp;</span><span class="NormalTextRun SCXW154666433 BCX8">maintaining</span><span class="NormalTextRun SCXW154666433 BCX8">&nbsp;consistently&nbsp;</span><span class="NormalTextRun SCXW154666433 BCX8">high standards</span><span class="NormalTextRun SCXW154666433 BCX8">&nbsp;across all accounts</span></span><span class="EOP SCXW154666433 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> <li><span data-ccp-props="{}"><span class="TextRun SCXW40826448 BCX8" lang="EN-GB" data-contrast="auto"><span class="NormalTextRun SCXW40826448 BCX8">Build strong relationships with senior internal stakeholders, providing insight from the North American market to inform strategy and decision-making</span></span><span class="EOP SCXW40826448 BCX8" data-ccp-props="{}">&nbsp;</span></span></li> </ul> <p><strong>Key Requirements:</strong></p> <ul> <li>Proven senior leadership experience within client engagement, account management or customer success</li> <li>Strong commercial acumen with experience managing sizeable client portfolios</li> <li>Track record of improving client retention, engagement and lifetime value</li> <li>Confident using data, KPIs and insight to drive performance and change</li> <li>Excellent stakeholder management and influencing skills</li> <li>Ability to balance strategic planning with hands-on operational leadership</li> <li>Resilient, adaptable and comfortable leading in a fast-paced, performance-driven environment</li> </ul> <p><strong>What you’ll get in return:</strong></p> <ul> <li>Free PureGym membership after 3-months served</li> <li>Cycle to work scheme</li> <li>25 days annual leave plus bank holidays, increasing with length of service</li> <li>Additional half day off for birthday</li> <li>Enhanced maternity, paternity and adoption leave</li> <li>Two volunteer days per year for a charity of your choice</li> <li>Smart pension scheme</li> <li>Life insurance and critical illness cover</li> <li>All expenses paid company events in sought after venues</li> <li>Free fruit &amp; breakfast</li> <li>Company sports teams</li> <li>On-site barber and beautician</li> <li>Car valet service</li> <li>Career development directly linked to your performance</li> <li>Fundraising initiatives for our registered charity – the PHMG Foundation</li> <li>Dedicated Employee Assistance Programme</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p><strong>About PHMG:</strong></p> <p>Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector.&nbsp;Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services.&nbsp;In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared.&nbsp;We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact.&nbsp;Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth.&nbsp;Sound good?</p> <p>&nbsp;</p> <p><span data-olk-copy-source="MessageBody">INDUKSO</span></p> <p>#LI-ET1</p> <p>&nbsp;</p>