About GAIN
GAIN is a creative‑led, insight‑driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.
Role Overview
As Account Director you will deliver exceptional client experiences across a portfolio of accounts. You will drive revenue growth, commercial performance and manage day‑to‑day client relationships, working closely with delivery, strategy and client services teams to meet client needs and achieve commercial objectives.
Key Responsibilities
* Own a defined portfolio of accounts, ensuring strong relationships, high satisfaction and clear growth plans.
* Be actively involved in day‑to‑day account activity, shaping briefs and consistently meeting client expectations.
* Work with the strategy team to develop account plans, strengthen proposals and support forward‑looking client thinking.
* Identify and develop growth opportunities through proactive conversations, insight and long‑term programmes.
* Support the preparation and delivery of pitches, proposals and roadmap conversations that demonstrate GAIN Experience’s value.
Commercial Performance
* Achieve and exceed revenue, margin and forecasting targets across the account portfolio.
* Maintain an accurate view of commercial performance, including revenue recognition, billing schedules, contract status and forecasting.
* Work closely with finance and operations to ensure accurate financial reporting and adherence to internal controls.
* Drive year‑on‑year growth in revenue and depth of services across accounts.
* Actively manage the pipeline, using CRM effectively to track opportunities, actions and conversions.
Operational Excellence
* Stay close to ongoing projects, ensuring delivery teams have clarity on client context, priorities and expectations.
* Collaborate with project managers, designers, researchers, strategists and developers to support smooth, high‑quality delivery.
* Work with the business to plan upcoming projects, understanding capacity and identifying potential risks or opportunities.
* Contribute to continuous improvement by identifying ways to refine processes, strengthen delivery and enhance client outcomes.
* Maintain high standards across all client outputs, ensuring work reflects GAIN’s quality and ambition.
Leadership & Collaboration
* Mentor and support Senior Account Managers, Account Managers and Account Executives, developing their commercial and client management capability.
* Lead by example in prioritisation, communication and accountability, fostering a collaborative, supportive and high‑performing environment.
* Work closely with strategy, delivery and business development teams to align on opportunities, delivery and growth priorities.
* Contribute to the wider culture by role‑modelling curiosity, a strong work ethic and a commitment to high‑quality client service.
Requirements
* Significant experience managing and growing client accounts within a digital, experience design or consulting environment.
* Strong commercial acumen with a track record of meeting stretch revenue and profitability targets.
* Hands‑on delivery experience, staying close to accounts and guiding internal teams.
* Excellent communication skills, building trusted senior relationships and influencing decisions.
* Organisational and time‑management skills, balancing multiple accounts and priorities.
* Collaborative mindset, working seamlessly across strategy, delivery and operations.
* Ability to coach others and support high‑performing client service teams.
Key Performance Indicators
* Client satisfaction and NPS across the portfolio.
* Revenue and gross margin achieved versus targets.
* Accuracy of financial forecasts, including revenue recognition.
* Year‑on‑year revenue growth across assigned accounts.
* Pipeline development and new opportunities identified and converted.
* Engagement, progression and retention of direct reports.
How You’ll Work
* Constant curiosity: Think critically, analyze data and take decisive action.
* Pushing boundaries: Use technology efficiently and suggest process improvements.
* The power of our imagination: Solve problems creatively and exceed client expectations.
* Making it happen: Take responsibility for decisions and actions, proactively driving results.
* Putting people first: Build effective relationships with internal and external stakeholders.
Benefits (UK employees)
* Private Medical Insurance
* BUPA Life Assurance
* Income Protection
* Employee Assistance Programme
* Cycle to Work salary sacrifice scheme
* Tech & Wearables salary sacrifice scheme
* Octopus EV Scheme
* Discounts and deals on a range of items including hotels, holidays, cinema, gyms and will writing.
Equal Opportunities
GAIN is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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