Senior Account Manager

Overview

In this role you will oversee profitability, service delivery, and client relationships for a key EMEA Presentations and Creative Services account. You will coordinate onshore and offshore teams, ensure high-quality delivery, and drive continuous improvement to meet client expectations. You will identify growth opportunities and lead cross-functional collaboration to deliver value. This position offers impact across a global, regulated environment and opportunities to shape account strategy and performance.

Pay / Benefits

• 25 days holiday
• Salary sacrifice schemes
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments”,”Cycle-to-work scheme”,”Discounted gym memberships”,”Referral Scheme

Responsibilities

• Oversee delivery of EMEA Presentations & Creative Services, ensuring contractual and client requirements are met
• Build and maintain strong client relationships, delivering high levels of customer satisfaction
• Lead account governance, service reviews, reporting, and strategic account planning
• Identify opportunities for account growth, additional services, and revenue generation
• Develop trusted relationships with key client and internal stakeholders
• Ensure consistent delivery against SLAs and KPIs; manage workloads and deadlines
• Drive continuous improvement and operational best practices
• Proactively identify, escalate, and resolve client and operational issues
• Analyse performance data and implement service delivery improvements
• Lead, coach, and develop a high-performing client services team
• Manage performance reviews, training, and development plans
• Provide direction to production teams to meet service objectives
• Act as a senior escalation point for team and client issues
• Foster a collaborative, positive culture while leading by example
• Build trusted relationships with senior client stakeholders
• Understand client goals, challenges, and priorities; manage expectations
• Promote Williams Lea’s wider capabilities and cross-sell opportunities
• Partner with global and cross-functional teams to strengthen services
• Partner with global account and production teams to deliver seamless client service
• Own client reporting for accuracy and transparency
• Lead strategic client initiatives aligned to business objectives
• Promote wider capabilities and opportunities to enhance client value
• Drive end-to-end financial control of projects
• GH involvement in budget discussions and innovative solutions
• Grow revenue and gross profit of the account
• Understand client budgets to enable solutions within constraints

Key requirements

• Proven account management experience in Presentations, Creative Services, Document Production, or similar client-facing environment
• Strong understanding of Financial Services, Professional Services, or Legal sector clients
• Excellent communication, stakeholder management, and relationship-building skills
• Commercially aware with experience managing budgets, profitability, and growth opportunities
• Proficient in Microsoft 365 with strong organisational and workload management skills
• Confident people leader with experience managing high-performing teams
• Strategic thinker with strong problem-solving, decision-making, and analytical skills
• Client-focused with ability to manage multiple priorities in a fast-paced environment
• Collaborative, proactive, and resilient, able to stay composed under pressure
• Entrepreneurial mindset with focus on continuous improvement, innovation, and business development

• Exemplary communication
• Stakeholder management
• Leadership and people development
• Strategic thinking
• Collaborative and proactive attitude
• Microsoft 365

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