Account Director (Regional)

The Account Director is accountable for overseeing key client relationships and supporting broader strategic initiatives across the business. This role ensures service excellence on high-value accounts while mentoring and guiding the Client Services team to uphold delivery standards. The Director plays a key role in driving account growth, resolving client issues, and improving internal systems and processes to enhance the client experience.

Performance Dimensions:

• Relationship health and growth across key accounts
• Team mentorship and development effectiveness
• Cross-functional communication and delivery alignment
• Commercial impact through retention, upsell, and account expansion

Key Relationships

Internal:

• Chief Client Officer
• Business Development Teams
• Project Management Team
• Creative Leads
• Commercial Finance Teams

External:

• Clients (developers, architects, real estate brokerages)

Key Challenges

• Ensuring the ongoing health, retention, and growth of key relationships, often across complex, multi-service projects.
• Switching between hands-on delivery support and long-term planning, while also mentoring senior members of the team.
• Advocating for client priorities across delivery and production without compromising internal capacity or process.
• Identifying upsell opportunities while ensuring commercial efficiency and delivery discipline

Key Accountabilities

Client Strategy & Relationship Management:

• Acts as the strategic lead and primary point of contact for a portfolio of key accounts, ensuring client objectives are clearly understood and consistently met.
• Builds long-term relationships based on trust, strategic input, and consistent delivery, fostering high client satisfaction and repeat business.
• Plays an active role in client tiering validation and long-range account planning alongside the regional head.

Account Growth & Commercial Development:

• Identifies upsell and cross-sell opportunities within active accounts, using service familiarity and client goals to proactively grow account value.
  Supports commercial discussions and contributes to proposals for retained and ongoing work.
• Collaborates with BD to co-develop pitches and expand service scope with existing clients.

Client Delivery Governance:

• Working with Production, provides supporting oversight on key strategic deliverables and ensures clear communication between clients and internal teams.
• Flags delivery risks early and supports resolution plans in coordination with PM and production.

Cross-Functional Collaboration:

• Works closely with PM leads and Creative Directors to ensure briefs are translated into actionable and achievable plans.
• Ensures that the CS function remains integrated in project timelines, resource planning, and creative development conversations.
• Supports onboarding of high-value projects to ensure continuity and clarity from pitch to production.

Team Leadership & Capability Development:

• Mentors and supports Senior Managers and Managers across multiple accounts.
• Promotes professional growth, soft skill development, and service excellence across the team.
• Contributes to training content and onboarding frameworks for new team members.

Process & Tools Optimisation:

• Champions consistent use of tools like HubSpot, GitBook SOPs, and shared templates to streamline account management.
• Identifies process gaps or inefficiencies and proposes solutions to leadership.
• Leads post-mortems or service audits on key projects to inform ongoing improvements.

Reporting, Feedback & Escalation Management:

• Tracks key performance indicators (e.g., account health, satisfaction scores, feedback volumes) and reports upward to regional Head.
  Handles client concerns or dissatisfaction with professionalism and urgency.
• Maintains a high level of documentation and information hygiene across platforms.

Hiring & Onboarding:

• Participates in hiring interviews and assessments for new CS staff.
• Assists in onboarding new team members and providing contextual knowledge on clients and internal processes.
• Ensures new hires are fully embedded in tools, process, and team structure within first 30 days.

Requirements

Preferred Work Experience:

• 8+ years in senior client services or strategic account management
• Proven track record of managing large, complex accounts
• Background in creative, advertising, architecture, or SaaS industries
• Previous experience in agency or creative/production environments a plus

Certification or Qualifications:

• Bachelor’s degree in Management, Marketing, Real Estate or relevant field preferred.

Technology & Systems:

• Working knowledge of project delivery workflows
• Familiarity with CRM and account tracking tools

Learning Agility:

• Fast learner with ability to absorb technical, creative and industry-specific knowledge
• Open to coaching, feedback, and continuous self-improvement

Mindset & Attitude:

• Tenacious, driven, and goal-oriented
• Positive team contributor with a proactive, solutions-based approach

Communication:

• Strong communication and negotiation skills

• Confident in client presentations and high-stakes discussions
  
  Team mentoring and performance feedback
• Able to build trust with clients and collaborate effectively with internal team

Process/ Sales Management:

• Strong commercial acumen and budget oversight experience
• Strategic planning and stakeholder management

KPI/ Metrics

• Key client satisfaction (CSAT/NPS)
• Client referral or advocacy activity
• Number and value of scoped upsells
• Timeliness of account handovers and transitions
• Feedback quality and completeness in CRM
• Mentoring and team development contribution
• Cross-functional collaboration feedback (PM/Creative)
• Client engagement frequency
• Escalation handling success
• Participation in strategic initiatives

This list is not exhaustive, other KPIs and Metrics may change or be added as required.

Benefits

• AED 290,000 to AED 340,000 annual base salary, dependant on experience
• Eligible to participate in the Company Bonus Scheme
• 22 days of holiday per year (increasing with service) + plus public holidays
Private Medical Cover
• Great Learning & Development opportunities