GAIN Customer Science - Account / Project Manager

Business Unit: Customer Science: We help brands to get a deeper understanding of their customers and uncover opportunities for more personalised experiences.Team: AnalyticsReporting to: Operations Manager Location: London/Hybrid – 2 days in office minimum

ABOUT:

GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.

We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions.

Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs.

This is where rebel thinking, smart technology, and data-driven creativity shape the future.

Through our five specialist teams: Creative Studio, Conversion, Customer Science, Experience and Performance. Individually, and together, we work to fuel your growth, and deliver measurable impact.

THE ROLE:

We are seeking a hybrid Account & Project Manager to join our Data and Analytics team. This role sits at the intersection of client servicing and delivery coordination, ensuring that projects are delivered accurately, on time, and in line with client objectives.

Working closely with technical tracking specialists, the Delivery Manager, and client stakeholders, you will translate briefs into clear requirements, manage timelines and expectations, and act as the client-facing point of contact for Data & Analytics teams work-streams. You do not need to be a developer, but you must be comfortable working with technical detail and data-driven marketing concepts.

RESPONSIBILITIES:

Client & Stakeholder Management

• Serve as the primary point of contact for clients, building strong, lasting partnerships
• Lead regular reviews and quarterly performance sessions
• Clarify briefs, requirements, and expected outcomes with clients and internal teams
• Clearly communicate project status, blockers, decisions, and delivery timelines to stakeholders
• Support account growth through excellent service, delivery, and insight

Project & Delivery Management

• Scope and estimate tracking and measurement projects with technical leads
• Organise and prioritise workloads in coordination with the Delivery Manager
• Maintain project plans, delivery schedules, and dependency maps
• Manage issue escalation and resolution paths
• Support QA coordination and ensure accurate implementation before sign-off
• Facilitate handoffs between technical, data, and client teams

Documentation & Process

• Produce Statements of Work, requirements docs, user stories, and acceptance criteria
• Document implementation plans, tracking specs, and change requests
• Maintain structured records of decisions, risks, dependencies, and test outcomes
• Contribute to process improvement

Commercial Support

• Support sales/pitch processes. Provide effort estimates and pricing inputs for proposals and SOWs
• Track scope changes and drive change-control conversations when needed
• Support revenue planning and utilisation insights with the Delivery Manager

Requirements:
Essential

• 3 + years experience in an Account Manager, Project Manager or Client Services role (agency experience preferred)
• Proven track record of managing delivery schedules and multi-stream work
• Strong client communication and expectation-setting skills
• Comfortable translating technical concepts into business language
• Strong organisational skills and ability to prioritise under pressure
• High attention to detail and quality
• Familiarity with digital marketing channels and campaign instrumentation

Nice to Have

• Exposure to tagging tools (e.g. GTM, Floodlight, Meta, TikTok pixels)
• Understanding of analytics platforms (e.g. GA4, Adobe Analytics)
• Experience with JIRA/Confluence or similar PM tooling
• Interest in marketing measurement and attribution

Success Measures

• On-time delivery rate for D & A projects
• Positive client satisfaction & retention feedback
• Effective scope control and minimal unmanaged rework
• Increased utilisation of the D A& A team through smooth coordination
• Clear documentation and traceability across projects

HOW YOU’LL WORK:

Constant curiosity: You can think critically and understand the data, knowing where you need to take action. You’re analytical with the ability to investigate and resolve

Pushing boundaries: You’ll make the most efficient use of technology, suggesting process improvements

The power of our imagination: You're a problem solver who goes the extra mile. You’ll know the best approach to take with clients to get results.

Making it happen: You’re proactive and you know you can make a difference. You use your sound judgement when making decisions and you take responsibility for your decisions and actions.

Putting people first: You’ll build effective relationships with people, internally and externally, understanding both business and client needs.

Benefits:
Our benefits for UK employees include:

• Private Medical Insurance
• BUPA Life Assurance
• Income protection
• Employee Assistance Programme
• Cycle to Work salary sacrifice scheme
• Tech & Wearables salary sacrifice scheme
• Octopus EV Scheme
• Discounts and deals on a range of items from hotels, holidays and hormone testing to cinema, gyms and will writing

GAIN is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity