Account Director (CRM Focus)

MRM UK is an award-winning full-service agency that specialises in CX, CRM, Loyalty and Commerce. Our mission is to Build Enduring Brand Relationships for our clients and partners, through the combination of data, technology, strategy and creative. MRM operates in a borderless, integrated way to allow for greater collaboration and velocity - all in the service of helping businesses grow meaningful relationships with people. MRM has 35-plus offices across North America, Latin America, Europe, the Middle East and Asia-Pacific.

MRM UK is an agency where the most important relationships we build are inclusive ones, and that inclusivity must extend not only to one another, but also to our clients, partners and communities. We are guided by our codified Blueprint for Diversity, Equity and Inclusion that drives our strategy to ensure our workplace is one where everyone is treated with dignity, respect and fairness - where we celebrate who we are and how we identify. And we expect self-awareness and accountability from team members at all levels of the organization. This is much more than a statement - it's in the act of living our daily lives.

Commercial and Financial

• Be the lead strategic adviser to your client(s) and the 'go to' person for helping them with their business issues
• Lead your account team and the wider client team in the planning to develop proactive and responsive strategic proposals which drive demonstrable value for your clients
• Identify and develop relationships with key budget holding clients across their business, seeking opportunities and developing plans for business growth within your accounts
• Develop and nurture relationships with people in other McCann Worldgroup agencies
• Be accountable for client revenue targets across your account - in terms of forecasts, you need to take responsibility for them, anticipating and reacting rapidly to changes in your client's business which impact on revenue

Account and Project Organisation and Management

• Work with your account team, delivery lead and the wider client team as you would your own mini agency - it is your role to make sure everything is running smoothly
• Lead and motivate your account team to deliver first-class account management, ensuring projects delivered are of a high standard, on budget and meet company margin
• Ensure compliance to company reporting and legal procedures as well as the management of the client account to the terms of any contractual agreements
• Ensure your team are adhering to account billing processes, maintaining a sense of urgency in timely and accurate invoicing in line with, or ahead of, your forecasts

Delivering Great Product

• Proactively develop, implement and share new ways to improve the quality of work within the agency
• Head up and take responsibility for the agency's strategic and creative response to briefs, helping to evaluate in terms of quality and budget and benchmarking against objectives/KPIs set
• You will work with your team to develop brilliant and inspiring briefs which help to deliver the very best strategic and creative work - make sure clients recognise the value in them and why they should buy
• Oversee the formal evaluation of completed campaigns and sharing of results - it is important that you make sure learnings are shared across the agency as well as within your team
• To ensure that you and your team continually push creative boundaries, striving for excellence in all brief responses
• Take leadership in reviewing creative work in an objective and constructive manner, working closely with the senior creative teams to deliver the best product possible

Talent Management

• Work with your Senior Team and HR to recruit, develop and retain the best staff across the department
• Lead, motivate, develop and appraise staff - work to motivate and inspire your team to love what they do. Involve and educate them to help them excel individually and as a team. Appraise them in a timely manner, ensuring best practice career development
• Work to deliver the best possible standards of service to your clients - this relies on getting the best out of your team. Be clear, be bold, be supportive and set standards and put tools in place they can work with
• Stay close to your team - take time to understand them, boost their confidence and support them in their day-to-day roles
• Promote your team's best work to the wider agency to help recognise their achievements and celebrate their abilities

Wider Agency

• To get involved in new business across the agency, working in allocated teams to deliver best in class new business plans and responses
• Work together with the New Business to assist in composing RFIs and Pitch documents
• To attend and actively contribute to company meetings, finance and departmental meetings. Support Heads of Department in creating inspiring and motivating content for use with account teams
• To maintain and actively promote company image and behaviours at all times

Knowledge, Skills and Experience

• An energetic Account Director (or Senior Account Manager ready for a step up), looking for the opportunity to lead one of the agencies key clients
• Demonstrable digital experience with a particular focus on CRM
• Can strategically manage projects from campaign planning through to delivery and reporting
• Highly numerate with a strong understanding of financial management and profitability
• Significant experience in negotiating with clients - great sales skills are a must
• Strong interpersonal and oral communication skills and experienced at developing influential relationships with clients - you should have experience in stakeholder management and evidence of dealing with difficult situations
• Strong written communication skills demonstrated through excellent brief and proposals writing
• A skilled and experienced eye for detail
• Confident and engaging presenter with experience in leading presentations
• A natural leader of people - you have experience in managing and developing people

Nice-to-have requirements:

• Additional experience across CX / Commerce / Loyalty

MRM is a leading customer relationship agency that leverages the power of creativity, the beauty of data, and the magic of technology to nurture, encourage and sustain strong relationships between brands and their customers - in turn, creating meaningful experiences for people, while driving business results.

We employ the most innovative talent in the industry to digitally drive the transformation of our clients' businesses and provide creative solutions to help brands grow meaningful relationships with people.

Do you excel when working in a team? Are you fascinated by the endless possibilities that technology brings to marketing? Are you ready to transform our world?

If so, you will thrive in our culture based on the Important Things We Believe (I.T.W.B.s):

We Step Up

We own our work and take pride in our high standards. We back each other to lead our projects with confidence. And if things don't go to plan, we bounce right back.

We Make Waves

We innovate with purpose. That's why we always look for new angles to find more inspiring answers. Because creativity is curiosity.

We Elevate Each Other

We're in this together. We build close relationships with our clients and colleagues. And we're not afraid to give and receive honest feedback and support.

We Make It Count

We're driven by delivering results for our clients and their customers. That means we define what success looks like from the start, roll up our sleeves and get it done.

McCann Worldgroup are proud to be a Disability Confident employer and will guarantee an interview to any disabled candidate who meets the minimum criteria for this role. Please do let us know when you apply if you are eligible (via email to ), along with any adjustments you may need to the recruitment process to enable you to perform at your best.

At MRM, we help businesses grow meaningful relationships with people through the power of data, strategy, creativity, and technology.