Group Account Director

🕒 July 2

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BM Digital

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

📣 Marketing

eCommerce • Marketing

BM Digital is the leading digital marketing firm specializing in eCommerce growth. With a mission to inspire brands through creativity, media, and innovation, the company believes in fostering an inclusive environment for its employees. BM Digital has a history of founders and operators who have built unicorns and multiple 9-figure businesses. The firm helps scale e-commerce companies by frequently investing in equity stakes and providing working capital. They manage over US$100M in annual digital marketing spend and collaborate with high-profile celebrities and thousands of micro-influencers across major platforms. Headquartered in San Francisco, BM Digital also has offices in New York, London, and Hong Kong.

📋 Description

• Lead and oversee the entire Account Management and Client Success department • Manage and mentor Account Managers across multiple client pods • Train and develop Account Managers to become proactive strategic operators rather than reactive coordinators • Create frameworks, playbooks, and standards for client communication, retention, and strategic account growth • Ensure consistent client experience, communication quality, and service delivery across all accounts • Support hiring, onboarding, performance reviews, and ongoing training for Account Managers • Establish accountability systems and KPIs for the Client Success team • Oversee a portfolio of high-value and tier 1 client accounts • Join strategic client calls, escalations, renewal discussions, and performance reviews where required • Serve as senior escalation support for complex client situations or relationship management issues • Support Account Managers with strategic recommendations, growth planning, and difficult conversations • Ensure clients clearly understand performance, strategy, priorities, and next steps • Identify retention risks early and implement solutions proactively • Drive long-term client retention, expansion, and revenue growth • Improve operational alignment between Account Management, Project Management, Paid Media, Creative, and Strategy teams • Build and optimise internal workflows, SOPs, meeting structures, communication processes, and delivery systems • Ensure campaigns, deliverables, and launches are executed on time and to a high standard • Improve project visibility, accountability, and cross-functional collaboration across departments • Identify operational bottlenecks and implement scalable solutions • Support leadership with forecasting, resource planning, and department scaling initiatives • Standardise onboarding systems for both clients and internal team members • Support contract renewals, upsells, and scope expansion opportunities • Work alongside leadership to improve client profitability and retention metrics • Understand client economics including CAC, MER, contribution margin, LTV, and growth targets • Ensure account strategies align with both client goals and agency commercial objectives • Assist with proposal creation, pricing conversations, and strategic account planning • Monitor account health across the agency and proactively address underperforming accounts • Ensure Account Managers can confidently communicate performance across Meta, Google, TikTok, email, influencer marketing, creative testing, and CRO • Review reporting structures, dashboards, and strategic recommendations for quality control • Help guide integrated growth strategies across paid media, influencer marketing, lifecycle marketing, and creative • Collaborate closely with media buyers, creatives, strategists, and project managers to maintain strategic alignment • Ensure testing roadmaps, creative pipelines, and performance initiatives remain proactive and organised

🎯 Requirements

• 5+ years experience in account management, client success, or agency leadership roles • Strong experience managing teams within a performance marketing or e-commerce agency • Deep understanding of DTC e-commerce and performance marketing channels including Meta, Google, TikTok, email, influencer marketing, and CRO • Proven ability to manage high-level client relationships and escalations • Strong leadership, coaching, and team development experience • Experience building operational systems and improving internal processes • Excellent communication, presentation, and stakeholder management skills • Strong commercial awareness and understanding of agency profitability • Highly organised with exceptional project management and prioritisation skills • Analytical mindset with ability to interpret data and translate it into strategic recommendations • Comfortable operating in a fast-paced, high-growth environment • Experience with reporting dashboards, PM systems, and agency workflows • Fluent English

🏖️ Benefits

• 20 vacation days annually • Bank Holidays • Emergency sick leave