Who We Are
WAA Chosen.
Employee-Owned agency
Three specialisms.
Automotive, Trade & Construction and Leisure & Lifestyle.
Brand, digital, direct marketing, sales promotion, PR, social media, events.
Delivering creativity with a commercial focus so brands get chosen more often.
A place where business acumen and ambition thrive.
Where people drive other people forward.
And career paths take you due north of your aspirations.
The Role
Board-level leader responsible for client relationships, growth, and delivery excellence. Owns revenue, retention, and client satisfaction while driving integrated account management across the agency. Ensures our work is commercially strong, strategically sharp, and executed to the highest standard.
Reporting lines
Reports to: Managing Director / Board
Direct reports: Hub Heads, Director of Experience, Client Service SAMs, Front of House, Key relationships: Chairman, Finance & Commercial Director, Brand Director, Head of Production, Head of Talent
What you'll be doing
1) Client leadership & growth
* Set and lead the client strategy across all accounts; ensure retention, growth, and satisfaction.
* Act as final point of escalation for key clients; protect relationships and margins.
* Lead senior‑level client engagement; act as trusted advisor to CMOs and senior stakeholders.
* Identify organic growth opportunities; shape propositions and partner with new business on cross‑sell and upsell.
* Ensure account teams deliver consistently against briefs with strong creative and commercial outcomes.
2) Commercial & revenue management
* Own revenue forecasting and pipeline visibility; deliver revenue growth targets agreed with the Board.
* Partner with the Finance & Commercial Director on pricing, contracts, budget, and margin protection.
* Lead negotiation of major contracts and retainers; set account profitability expectations.
* Monitor revenue concentration and client risk; implement plans to diversify and protect the portfolio.
* Drive adoption of KPI frameworks for client profitability, retention, and satisfaction.
3) Operational & strategic leadership
* Align account management with production, planning, and creative to deliver seamless client service.
* Champion integrated working across the agency’s sector hubs (Automotive, Construction, Drinks/Leisure).
* Contribute to agency strategy with the leadership team; translate into clear client‑facing actions.
* Contribute to the agency’s positioning, case studies, and credentials with marketing and new business.
* Promote best practice in ways of working, from briefing to delivery, using systems and automation.
4) Team leadership & development
* Build and lead a high‑performing client services team with clear goals and accountability.
* Coach and mentor senior account leads; develop talent pathways and succession plans.
* Manage cross-hub team of AMs and AEs for capacity planning and skills development, working with Hub Heads in matrix arrangement
* Drive a culture of strategic partnership, not order‑taking, with clients.
* Promote collaboration and cross‑learning across teams and sector hubs.
5) Ancillary responsibilities
* Represent the agency externally at industry events, trade bodies, and sector forums.
* Partner with Head of Talent on resource planning and recruitment for client services.
* Support the Chairman and Managing Director on EOT communications related to clients
Success measures
* Retention of top clients with consistent satisfaction scores above benchmark.
* Revenue growth in line with business plan;
* Strong account profitability and commercial outcomes across all client teams.
* Client services team engagement, retention, and performance metrics meet targets.
* Agency reputation strengthened through client advocacy, case studies, and awards.
Experience & capabilities
* 10+ years in client services, with at least 5 at Director level in a creative/marketing agency.
* Proven track record in leading major accounts and driving growth.
* Skilled negotiator with strong commercial acumen.
* Confident in leading senior client relationships
* Experienced managing large teams and developing senior talent.
* Strong understanding of integrated marketing services.
* Comfortable with data, reporting, and using AI/automation in account management.
Tools & systems
* Agency Management Systems (Synergist), Microsoft Office, understanding of key creative tools.
Why WAA Chosen?
We’re proud to be employee-owned, meaning everyone here has a voice, and a stake, in our success.
You’ll get a competitive salary and a benefits package designed to help you thrive:
Health
* 26 days holiday per year, plus bank holidays
* Flexi-time options around core hours
* Private medical healthcare, and/or Health Shield programme providing free access to GPs and money-back on day-to-day medical fees from dentists to opticians, acupuncture to physiotherapy, plus retailer discounts
* Wellbeing programme with regular talks and visits from external specialists
Wealth
* Generous matched pension contributions
* “Electric Dreams” EV salary sacrifice scheme through Octopus Energy, providing substantial tax savings
* Death-in-service life assurance
* Bonuses for referring new people or introducing new business
* Cycle-to-work scheme offering massive savings on bikes to support our bike-to-work programme
* Individual financial coaching, with an annual review as a minimum
* 50% discounted town centre parking a 5-minute walk from the office
Happiness
...through our environment, and your growth and progress
* Structured, personal development plan as part of our Your Development First (YDF) programme. We’re a Gold Standard Investor in People and Platinum Standard for Continuous Personal Development with the IPA
* YDF Programme. Learn through workshops, funded courses, online learning and our regular ‘lunch and learn’ events
* Funded qualification opportunities with the IPA, CIPR, CIPD and CIM
* Annual conference showcasing progress and new opportunities in line with our three-year growth plan
* Collaboration Centre providing an on-site working environment
* Town-centre location with a high street of shops 100 metres walk, and Europe’s largest urban park less than a five-minute stroll
* A two-minute walk from Sutton rail station, plenty of car parking nearby, and cycle racks, lockers, and shower facilities for those who prefer to walk or cycle to work
* Regular social events…too many to mention individually!
Opening Doors To All
We are open and inclusive. Different points of view are not only welcomed but celebrated. It helps us grow and achieve great things. We value everyone no matter what.