Account Director (e-commerce)

Hybrid | UK (Liverpool / Leeds) | Full-time

At Velstar, we partner with ambitious brands to deliver high-performing digital experiences and measurable growth. We’re looking for an Account Director to lead a portfolio of key client relationships, driving strategic direction, commercial growth and exceptional service delivery.

This is a senior, client-facing role for someone who combines strong relationship management with commercial thinking and a clear focus on results.

The role

Reporting to the Client Experience Director, you’ll act as the senior point of contact for a portfolio of key accounts. You’ll build trusted relationships, oversee delivery, and ensure all activity aligns with client objectives and business goals.

Alongside managing performance and profitability, you’ll identify growth opportunities, shape account strategy, and support the development of Account Managers within the team.

What you’ll be doing

• Acting as the lead point of contact for key client accounts, building strong, long-term relationships

• Developing a deep understanding of client businesses, industries and objectives

• Overseeing the delivery of services to ensure work meets agreed scope, timelines and budgets

• Collaborating with internal teams and subject matter experts to deliver high-quality outputs

• Preparing and delivering performance reports, insights and strategic recommendations

• Driving account growth through upsell and cross-sell opportunities

• Contributing to and shaping strategic account plans

• Monitoring account performance, including revenue, profitability and client satisfaction

• Managing client expectations and proactively addressing risks to retention

• Ensuring consistent use of the agency’s sales playbook and HubSpot processes

• Maintaining accurate, high-quality client data and pipeline visibility

• Supporting and guiding Account Managers to ensure strong account delivery

What we’re looking for

You’re a commercially minded account leader who enjoys owning client relationships and driving growth. You’re confident managing complexity, influencing stakeholders and delivering high-quality outcomes.

You’ll likely have:

• Proven experience in an Account Director or senior account management role within an agency

• Strong client relationship and stakeholder management skills

• A track record of growing accounts through upselling and cross-selling

• Experience overseeing delivery across multiple clients and services

• Strong commercial awareness, including revenue and profitability management

• Experience using CRM systems (HubSpot ideally) and structured sales processes

• The ability to mentor and support more junior team members

• Excellent communication and presentation skills

What success looks like

Success in this role is measured through:

• Revenue growth and achievement of commercial targets across your account portfolio

• Strong client retention and satisfaction

• Increased uptake of services across managed accounts

• Maintenance of healthy profit margins

• High-quality, accurate CRM (HubSpot) data and reporting

Why Velstar?

• Hybrid working (minimum 3 days per week in our Liverpool or Leeds office)

• A senior role with real ownership of client relationships and commercial outcomes

• The opportunity to shape strategy and drive growth across key accounts

• A collaborative environment working with specialists across multiple disciplines

• A culture that values clarity, accountability and continuous improvement

If you’re ready to lead client relationships, drive commercial impact and play a key role in shaping client success, we’d love to hear from you.