Build and nurture long-term client relationships within a fast-paced agency environment, coordinating reporting, communication and strategic account growth while ensuring clients receive exceptional service and measurable business value.
The Opportunity
As an Account Manager at ICAAL, you will take ownership of the client relationship for a portfolio of accounts within one of our service hubs. You will act as the day-to-day contact for your clients, making sure communication is proactive, reporting is delivered on time, and monthly review meetings are well coordinated and valuable.
You will become embedded within your hub, working alongside internal performance specialists to stay close to client activity and ensure the right conversations happen at the right time. While you won’t own campaign delivery, you will play an important role in bringing teams together, keeping clients informed, and maintaining a high standard of service across your accounts.
You will also be expected to spot upsell opportunities within your portfolio, either progressing them directly or handing them over to the sales team where appropriate.
Key responsibilities
Client Management & Communication
* Be the main day-to-day point of contact for clients within your hub.
* Build strong, trusted, long-term relationships across your account portfolio.
* Maintain regular, proactive communication with clients by phone, video and email.
* Ensure clients feel supported, informed and confident in the service they receive.
* Lead or coordinate regular client check-ins and monthly reporting meetings.
Reporting & Coordination
* Coordinate the preparation of monthly reports for your clients.
* Ensure monthly reporting is delivered accurately and on time.
* Schedule and coordinate internal catch-ups to support client reviews and next steps.
* Help keep communication between clients and internal teams clear, timely and organised.
Commercial Awareness
* Look for opportunities to grow existing client accounts.
* Identify upsell opportunities within your portfolio and either progress them directly or pass them to the sales team.
* Support client retention by maintaining strong relationships and high service standards.
* Recognise risks to account health and elevate where needed.
Requirements
Experience
* Proven experience in account management, client services, customer success, or a similar client-facing role.
* Experience managing multiple clients or stakeholders at the same time.
* Experience building and maintaining strong professional relationships.
* Experience working in a fast-paced environment and coordinating across internal teams.
* Experience identifying growth opportunities within existing accounts would be advantageous.
* Agency or B2B experience would be beneficial, but is not essential.
* Experience in the home improvement sector would be an advantage, but not essential.
Skills & Attributes
* Excellent verbal and written communication skills.
* Strong relationship-building skills and a service-led mindset.
* Highly organised with strong attention to detail.
* Able to manage multiple priorities and maintain momentum across a busy portfolio.
* Commercially aware and confident spotting opportunities within accounts.
* Proactive, dependable and professional in client-facing situations.
* Comfortable coordinating with multiple internal departments.
* Able to work independently while contributing positively to a team.
Knowledge
* Prior knowledge of digital marketing is not required.
* An interest in digital marketing and willingness to learn would be an advantage.
Success in this role will be measured by
* Level and quality of client communication.
* Timeliness and consistency of client reporting.
* Coordination and completion of monthly reporting meetings.
* Client satisfaction and relationship strength.
* Upsell opportunities identified within the hub.
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