Senior Account Manager

The Senior Account Manager is expected to take ownership of identifying delivery, timeline, quality and commercial risks early, proposing practical solutions and mitigating actions before escalation. Escalation should be proactive and risk-based, with the aim of protecting delivery quality, client confidence and commercial outcomes.

Key Responsibilities

Client Relationship Management

• Act as the primary day-to-day point of contact for assigned clients.

• Build strong, collaborative relationships with client stakeholders through clear communication and reliable delivery.

• Develop a solid understanding of each client’s business, objectives, growth priorities and partner ecosystem, with support from Strategy and senior leadership.

• Ensure client briefs are clear, complete and aligned to objectives before work enters delivery.

• Manage client expectations around scope, timelines, budgets and outputs.

• Organise and lead regular client status meetings and reviews.

• Operate confidently with senior client stakeholders, representing Coterie professionally and constructively challenging client thinking where appropriate to achieve the best outcomes.

• Act as a trusted and credible delivery partner, ensuring clients have confidence in both the work produced and how it is managed.

• Identify early signals of client dissatisfaction, scope creep or misalignment and address them proactively.

• Build relationships that create opportunities for repeat engagement, expanded scope and long-term strategic partnership.

Outcome: Clients feel supported, informed, confident in Coterie’s delivery and view Coterie as a trusted partner capable of supporting their wider growth ambitions.

Account Delivery and Workflow Management

• Manage the smooth progression of work across accounts from brief through to delivery.

• Coordinate internal teams to ensure projects are delivered on time, on budget and to agreed standards.

• Lead weekly WIP and status meetings to manage workload, priorities and risks.

• Ensure accurate and timely completion of estimates, schedules, contact reports, purchase orders and status documentation.

• Work closely with Delivery, Operations and Traffic to ensure work is feasible, well planned and resourced appropriately.

• Support agreed creative and delivery processes to minimise rework and inefficiency.

• Manage third-party suppliers where required, ensuring quality, value and adherence to timelines.

• Take accountability for delivery quality and delivery confidence across assigned accounts, ensuring outputs meet agreed standards and client expectations.

• Actively manage dependencies, risks and resourcing pressures, working cross-functionally to maintain momentum and delivery predictability.

• Drive continuous improvement in delivery approach by identifying inefficiencies, recurring issues or opportunities for better ways of working.

Outcome: Work is delivered efficiently, predictably and to a consistently high standard.

Commercial Management

• Maintain a clear view of commercial performance across assigned accounts.

• Track spend, income, margin and progress against agreed scopes, escalating risks where identified.

• Work closely with Finance and the Account Director to support accurate forecasting, reporting and profitability management.

• Ensure scope changes are identified early and additional work is correctly estimated, costed and approved.

• Promote strong financial hygiene, including timely and accurate completion of timesheets.

• Demonstrate strong commercial awareness by understanding how delivery decisions impact margins, utilisation, profitability and client value.

• Proactively flag commercial risks or opportunities to the Account Director, supported by clear rationale and data.

• Support the development of account plans that align client objectives with commercial growth opportunities for Coterie.

• Balance client service excellence with commercial discipline at all times.

Outcome: Accounts are commercially well managed, financially disciplined and positioned for sustainable, profitable growth.

Account Growth and Business Development Support

• Support organic growth across existing accounts by identifying opportunities for additional or repeat work.

• Develop a strong understanding of each client’s strategic priorities and identify areas where Coterie can provide additional value.

• Proactively identify opportunities for expanded scope, cross-sell opportunities, additional programmes or new service requirements.

• Contribute to proposals, recommendations and pitch activity as required.

• Support pitch activity through costing, scheduling and coordination.

• Contribute insight and recommendations that strengthen client retention, growth and overall account value.

• Ensure delivered work and success stories are captured as case studies.

• Build strong client relationships that support retention and repeat engagement.

• While not a direct sales role, the Senior Account Manager is expected to demonstrate commercial curiosity and proactively identify opportunities for additional value, efficiency or expanded scope, raising these with the Account Director as appropriate.

Outcome: Accounts grow through trusted delivery, strong client relationships and proactive identification of commercial opportunities.

Team Collaboration and Support

• Provide clear direction and support to account teams on assigned projects.

• Encourage collaboration and effective communication across disciplines.

• Support the development of junior team members through feedback, coaching and knowledge sharing.

• Raise performance or conduct concerns promptly and professionally with the Account Director.

• Contribute to a positive, inclusive and professional team environment aligned to Coterie’s values and B Corp principles.

• Act as a role model for high standards of professionalism, delivery discipline and collaboration.

• Lead by example on behaviours, communication and problem-solving, setting the tone for account teams.

• Support a psychologically safe team environment where issues can be raised early and constructively.

Outcome: Engaged teams delivering high-quality work and developing capability over time.

Contribution to the Agency

• Share insight from client work to inform continuous improvement of services and processes.

• Contribute to internal discussions around delivery quality, resourcing, client satisfaction and growth opportunities.

• Act as a positive ambassador for Coterie’s values, behaviours and ways of working.

• Contribute to building Coterie’s reputation through consistently high standards, positive client advocacy and professional conduct.

• Support initiatives that strengthen agency performance, commercial effectiveness and client experience.

Outcome: Strong account management that supports the wider agency performance, reputation and growth ambitions.

Success Measures (12–18 months)

• High levels of client satisfaction and retention.

• Consistent delivery of work on time and to budget.

• Strong delivery organisation and forecasting support.

• Positive feedback from internal teams.

• Contribution to organic account growth through delivery excellence and proactive opportunity identification.

• Sustained delivery confidence across assigned accounts.

• Early identification and resolution of delivery or commercial risk.

• Strong commercial management across budgets, scope and profitability.

• Positive contribution to proposals, recommendations and account development activity.

• Evidence of trusted client relationships with senior stakeholders.

• Evidence of development towards Account Director capability, including commercial leadership, strategic thinking and client growth responsibility.

About You

• Proven experience as a Senior Account Manager or Account Manager within an agency or consultancy environment.

• Strong client handling skills with confidence managing day-to-day stakeholder relationships.

• Strong commercial awareness and comfort working with budgets, profitability, forecasting and account growth.

• Highly organised with strong delivery and coordination skills.

• Collaborative, supportive and team-focused working style.

• Experience of, or strong interest in, partner, channel, ecosystem, technology or B2B marketing environments.

• Comfortable operating in an SME consultancy environment with increasing autonomy.

• Committed to high standards of delivery, professionalism and client service.

• Comfortable operating with senior client stakeholders and navigating complexity with confidence and professionalism.

• Commercially curious with the ability to spot, articulate and progress opportunities and risks.

• Able to contribute meaningfully to proposals, recommendations and growth conversations.

• Demonstrates leadership presence and role-model behaviours consistent with progression to Account Director.

• Ambitious, growth-minded and motivated by helping clients and the agency achieve measurable commercial outcomes.