Principal, Accounts – BT Group
We’re in an exciting period of transformation as we build our in‑house creative agency to deliver world‑class work across our brands.
Role Overview
As our Principal of Accounts, you’ll lead and shape how we partner with stakeholders and drive impact. You’ll ensure exceptional service, strategic partnership, and flawless execution. This is a unique opportunity to influence the future of our creative capability and play a pivotal role in our success story.
What You’ll Be Doing – Accountabilities
* Strategic Leadership & Direction – Lead and shape the agency’s account management strategy and vision, champion client service excellence, and build strong stakeholder relationships to deliver creative solutions aligned with business objectives.
* Team Leadership & Development – Lead, develop, and manage account teams, ensuring successful project delivery and fostering strong senior stakeholder relationships.
* Stakeholder Relationship Management – Build and maintain strategic relationships with senior leaders, act as a key escalation point, champion agency value, and navigate organizational complexity to drive success.
* Business Performance & Accountability – Drive commercial performance and delivery excellence by leading account teams, ensuring projects meet time, budget, and quality standards while optimizing resources and identifying growth opportunities.
* Strategic Planning & Prioritisation – Drive strategic planning and resource alignment by partnering with brand stakeholders, prioritizing work based on business impact, balancing competing demands, and forecasting capacity needs with operations.
* Agency Positioning & Reputation – Drive the agency’s reputation as a strategic partner by showcasing successes, ensuring exceptional client service, representing externally, and identifying growth opportunities.
* Process & Service Excellence – Lead the development of best‑in‑class account management and project delivery by defining standards, driving continuous improvement, and ensuring seamless stakeholder communication and service delivery.
* Cross‑Functional Collaboration – Build strategic alignment and foster seamless collaboration across creative, operations, brand, and production teams to drive an integrated, high‑performing agency culture.
* Problem Solving & Escalation Management – Manage complex stakeholder relationships, resolve conflicts, mitigate project risks, and make strategic decisions to protect priorities, resources, and organizational reputation.
Qualifications & Experience
* Considerable expertise in account management, client services, or partnerships, including senior leadership of account teams and large portfolios.
* Experience in in‑house agency leadership across multiple brands or business units, including transformation or scaling capabilities.
* Demonstrated success in driving business results and managing multi‑million‑pound client relationships or budgets, ideally in telecoms, technology, or complex B2C organisations.
* Exceptional ability to build trust and influence senior stakeholders across complex organisational dynamics; skilled in managing competing priorities and navigating sensitive conversations with diplomacy.
* Strong business and financial understanding, including P&L management, financial accountability and ROI delivery.
* Ability to connect creative and brand strategies to business outcomes and anticipate future market needs.
* Excel in communication across all seniority levels, presenting compellingly and inspiring confidence in agency capabilities.
* Commitment to delivering exceptional client service and driving continuous improvement.
* Understanding of agency operations, resource management, and workflow to balance creative excellence with efficiency.
* Experienced in coaching and mentoring senior leaders, succession planning, and fostering inclusive team culture.
* Natural collaborator who builds bridges across teams and respects creative processes while representing business needs.
* Skilled in presenting to boards or executive teams, with industry recognition or thought leadership in account management and active engagement with industry trends and professional networks.
* Degree‑level education in business, marketing, communications, or related field; MBA desirable.
Benefits
* Annual on‑target bonus 15% (based on both personal and company performance).
* Private healthcare for you and your family.
* £5,500 car or cash allowance.
* BT Pension scheme; minimum 5% employee contribution, BT contribution 10%.
* 25 days annual leave + 8 bank holidays with the option to buy up to one week of contracted hours.
* 2 weeks carer’s leave.
* Family Leave policy – 18 weeks full pay, 8 weeks half pay and 26 weeks statutory rate for all parents.
* Enhanced women’s health support, life assurance, and exclusive colleague discounts.
* Access to TV, mobile, gym, and healthcare cash plans.
* Volunteering days and an electric‑vehicle salary‑sacrifice arrangement.
* 24/7 private virtual GP appointments for UK colleagues.
About BT Group
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet – we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business. Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
Diversity & Inclusion
Studies have shown that women and people who are disabled, LGBTQ+, neuro‑diverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you’re excited about this role but your past experience doesn’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team.
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