Impact XM is a global experiential agency creating unforgettable brand experiences across events, exhibitions, and activations. We are seeking an Account Director to lead a portfolio of client accounts, act as a trusted strategic partner, and drive delivery excellence, commercial performance, and long-term growth. This role requires a strategic thinker with strong commercial acumen and the ability to inspire cross-functional teams.
The Account Director is the senior point of contact for assigned client accounts, translating client objectives into innovative event strategies. They ensure delivery excellence, promote creativity, maintain profitability, and build long-term client partnerships.
Key Responsibilities
Client Relationship & Strategic Leadership
* Own, develop, and execute strategic relationship plans with Executive Leadership, C-Suite, and key stakeholders across assigned accounts.
* Act as a trusted advisor, providing strategic counsel, insights, and creative innovation to elevate client partnerships.
* Lead the creation and execution of client retention and growth strategies to ensure account stability and expansion.
* Identify opportunities for new services and revenue streams within existing client portfolios.
* Champion the agency’s full-service offering, integrating digital, creative, production, and engagement solutions into client programmes.
Commercial & Financial Management
* Own the financial performance of allocated accounts, including revenue forecasting, gross margin delivery, and profitability targets.
* Lead commercial reviews, ensuring accurate pricing models, transparent financial tracking, and proactive margin management.
* Analyse client profitability, resource utilisation, and pricing initiatives to drive commercial excellence.
* Maintain accurate CRMs, budgets, and financial documentation in line with internal governance standards.
Client Delivery & Quality Assurance
* Oversee delivery of all client SLAs and KPIs, maintaining high standards across all programmes.
* Provide senior oversight of project and account management teams to ensure projects are delivered on time, on budget, and to compliance and quality standards.
* Partner with operations, compliance, and delivery teams to maintain robust governance frameworks.
* Lead Quarterly Business Reviews (QBRs) to assess performance, identify improvement areas, and shape future strategies.
New Business & RFP Management
* Collaborate with New Business Development to lead responses to RFPs, proposals, and pitch presentations for assigned accounts and new opportunities.
* Contribute to thought leadership, case studies, and credentials that demonstrate IXM’s expertise in experiential events.
People Management
* Develop, mentor, and coach direct reports, holding regular progress and development meetings.
* Oversee development, mentoring, and coaching of the wider team in partnership with the Associate Director, Talent Management.
* Monitor team development plans, considering skills analysis, training needs, and career aspirations.
* Lead recruitment processes, including interviewing and selecting new team members.
* Provide consistent leadership, motivation, and direction across all teams.
* Collaborate with IXM Executive Leadership to ensure consistent best practices and delivery standards.
* Manage direct report and wider team holidays and lieu days.
General Responsibilities
* Monitor and review timesheet activity.
* Prepare monthly client project analysis to evaluate team and recruitment costs against client budgets.
Qualifications
* 8–10+ years’ experience in client services, account management, or event strategy.
* Proven experience managing global or multi-market client portfolios and senior stakeholder relationships.
* Strong commercial acumen with experience in budget management, margin optimisation, and pricing strategy.
* Experience leading multi-disciplinary teams across operations, creative, digital, and production functions.
* Exceptional presentation, negotiation, and communication skills with the ability to influence senior stakeholders.
* Strategic thinker with a proactive approach to identifying growth, innovation, and service excellence opportunities.
* Must be able to work a hybrid schedule from either our London or Leatherhead offices.
About Impact XM
Impact XM is a global event and experiential marketing agency that empowers brands to power business. From events, exhibits and environments to digital engagements and consumer activations, we create experiences that connect brands and consumers in a meaningful way. This ensures we live up to our name by making a positive impact on people’s lives and our clients’ business.
OUR BRAND – What We Believe
Passion
is Paramount – We love what we do, take pride in doing it and celebrate what we accomplish.
ABC
Always Be CURIOUS – We explore the possibilities, discover innovative solutions, and learn from experience.
We>Me
Collaboration and transparent communication creates our best work.
Trust
is Earned – We are defined by our actions and held accountable to our co-workers, clients, and outcomes.
Respect
is Given – We understand, acknowledge, and appreciate the perspective and actions of others.
Safety Message
We want to ensure your safety and protect you from potential scams. Recently, there have been fraudulent job postings circulating online that impersonate Impact XM. These scams aim to deceive unsuspecting applicants by offering nonexistent positions and requesting personal information or upfront fees.
Remember that our company does not endorse any job postings outside our official job channels. All of our open jobs can be found and applied to on our official careers site. If one of our team members is reaching out to you regarding a role it would come from an email alias ending in @impact-xm.com. If you encounter a suspicious offer, report it through the job platform on which you found it or report email as spam.