Head of Account Management

Role: Head of Account Management (North American Market)
Location: Old Trafford, Manchester, M16 0PQ
Hours: 1pm – 10pm (Monday – Thursday), 1pm – 6pm (Friday)
Package: £47,500 base (£75,000 OTE)

The Head of Account Management is a senior leadership role responsible for balancing exceptional client outcomes with strong commercial performance across a large part of our North American client portfolio.

You will lead, coach and develop a team of Account Managers and Client Partners, taking full ownership of client retention, client growth and service delivery. This role blends strategic leadership with hands-on operational oversight, ensuring that every client interaction reflects PHMG’s commitment to quality, creativity and long-term partnership.

As the senior escalation point for your region, you will set clear standards, embed best practice reflecting your expertise/experience and use insight-led decision making to continuously improve client experience and team performance.

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, innovation and shared achievement. Alongside this, our Client Services department is undergoing an exciting period of transformation; refining our strategy and elevating our standards through investment in leadership development and performance incentivisation.

As Head of Account Management, you will play a key role in shaping this next phase, influencing how we deliver value to clients and helping define what exceptional client engagement looks like in an employee-owned, future-focused organisation.

Key Responsibilities:

• Lead, manage and develop a team of Client Engagement professionals, setting clear expectations, driving high performance and embedding a strong culture of accountability and ownership

• Take full ownership of a North American client portfolio valued at over £1m, ensuring strong retention, renewal and long-term client relationships

• Embed and execute PHMG’s Client Engagement and Client Services strategy across the territory, ensuring consistent high quality and alignment to wider business objectives

• Own performance management across the team, including objective setting, coaching, reviews, capability development and succession planning

• Act as the senior escalation point for complex client, commercial or performance issues, providing decisive leadership and resolution

• Monitor, analyse and act on KPIs, client data and engagement metrics to drive continuous improvement in client outcomes and commercial performance

• Ensure service delivery meets or exceeds agreed SLAs and contractual commitments, maintaining consistently high standards across all accounts

• Build strong relationships with senior internal stakeholders, providing insight from the North American market to inform strategy and decision-making

Key Requirements:

• Proven senior leadership experience within client engagement, account management or customer success

• Strong commercial acumen with experience managing sizeable client portfolios

• Track record of improving client retention, engagement and lifetime value

• Confident using data, KPIs and insight to drive performance and change

• Excellent stakeholder management and influencing skills

• Ability to balance strategic planning with hands-on operational leadership

• Resilient, adaptable and comfortable leading in a fast-paced, performance-driven environment

What you’ll get in return:

• Free PureGym membership after 3-months served

• Cycle to work scheme

• 25 days annual leave plus bank holidays, increasing with length of service

• Additional half day off for birthday

• Enhanced maternity, paternity and adoption leave

• Two volunteer days per year for a charity of your choice

• Smart pension scheme

• Life insurance and critical illness cover

• All expenses paid company events in sought after venues

• Free fruit & breakfast

• Company sports teams

• On-site barber and beautician

• Car valet service

• Career development directly linked to your performance

• Fundraising initiatives for our registered charity – the PHMG Foundation

• Dedicated Employee Assistance Programme

About PHMG:

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. 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. 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. 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. Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?

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