Head of Account Management

Role: Head of Account Management (North American Market)
Location: Old Trafford, Manchester, M16 0PQ
Hours: 1pm – 1pm (Monday – Thursday), 1pm – 6pm (Friday)
Package: £47,500 base (£75,000 OTE)

The Head of Account Management is a senior leadership role responsible for driving exceptional client outcomes, commercial performance and team capability across a defined North American territory.

You will lead, coach and develop a team of Account Managers and Client Partners, taking full ownership of client retention, growth and service delivery across a large client portfolio. This role blends strategic leadership with hands-on operational oversight, ensuring that every client interaction reflects PHMG’s commitment to quality, creativity and long-term partnership.

As the senior escalation point for your region, you will set clear standards, embed best practice and use insight-led decision making to continuously improve client experience, team performance and commercial results.

Key Responsibilities:

• Lead, manage and develop a team of Client Engagement professionals, setting clear expectations, driving high performance and embedding a strong culture of accountability and ownership


• Take full ownership of a North American client portfolio valued at approximately £1m, ensuring strong retention, renewal and long-term client relationships


• Embed and execute PHMG’s Client Engagement and Client Services strategy across the territory, ensuring consistency, quality and alignment to wider business objectives


• Own performance management across the team, including objective setting, coaching, reviews, capability development and succession planning


• Act as the senior escalation point for complex client, commercial or performance issues, providing decisive leadership and resolution


• Monitor, analyse and act on KPIs, client data and engagement metrics to drive continuous improvement in client outcomes and commercial performance


• Ensure service delivery meets or exceeds agreed SLAs and contractual commitments, maintaining consistently high standards across all accounts


• Build strong relationships with senior internal stakeholders, providing insight from the North American market to inform strategy and decision-making

Key Requirements:

• Proven senior leadership experience within client engagement, account management or customer success


• Strong commercial acumen with experience managing sizeable client portfolios


• Track record of improving client retention, engagement and lifetime value


• Confident using data, KPIs and insight to drive performance and change


• Excellent stakeholder management and influencing skills


• Ability to balance strategic planning with hands-on operational leadership


• Resilient, adaptable and comfortable leading in a fast-paced, performance-driven environment

What you’ll get in return:

• Free PureGym membership after 3-months served


• Cycle to work scheme


• 23 days annual leave plus bank holidays, increasing with length of service


• Additional half day off for birthday


• Enhanced maternity, paternity and adoption leave


• Two volunteer days per year for a charity of your choice


• Smart pension scheme


• Life insurance and critical illness cover


• All expenses paid company events in sought after venues


• Free fruit & breakfast


• Company sports teams


• On-site barber and beautician


• Car valet service


• Career development directly linked to your performance


• Fundraising initiatives for our registered charity – the PHMG Foundation


• Dedicated Employee Assistance Programme

About PHMG:

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.
This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound.
Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions.
For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence.
Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?

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