Account Director (Regional)

The Account Director is accountable for overseeing key client relationships and supporting broader strategic initiatives across the business. This role ensures service excellence on high-value accounts while mentoring and guiding the Client Services team to uphold delivery standards. The Director plays a key role in driving account growth, resolving client issues, and improving internal systems and processes to enhance the client experience.Performance Dimensions:Relationship health and growth across key accountsTeam mentorship and development effectivenessCross-functional communication and delivery alignmentCommercial impact through retention, upsell, and account expansionKey RelationshipsInternal:Chief Client Officer Business Development TeamsProject Management TeamCreative LeadsCommercial Finance TeamsExternal:Clients (developers, architects, real estate brokerages)Key ChallengesEnsuring the ongoing health, retention, and growth of key relationships, often across complex, multi-service projectsSwitching between hands-on delivery support and long-term planning, while also mentoring senior members of the teamAdvocating for client priorities across delivery and production without compromising internal capacity or processIdentifying upsell opportunities while ensuring commercial efficiency and delivery disciplineKey AccountabilitiesClient Strategy & Relationship Management: Acts as the strategic lead and primary point of contact for a portfolio of key accounts, ensuring client objectives are clearly understood and consistently metBuilds long-term relationships based on trust, strategic input, and consistent delivery, fostering high client satisfaction and repeat businessPlays an active role in client tiering validation and long-range account planning alongside the regional headAccount Growth & Commercial Development: Identifies upsell and cross-sell opportunities within active accounts, using service familiarity and client goals to proactively grow account value. Supports commercial discussions and contributes to proposals for retained and ongoing workCollaborates with BD to co-develop pitches and expand service scope with existing clients Client Delivery Governance: Working with Production, provides supporting oversight on key strategic deliverables and ensures clear communication between clients and internal teamsFlags delivery risks early and supports resolution plans in coordination with PM and production Cross-Functional Collaboration: Works closely with PM leads and Creative Directors to ensure briefs are translated into actionable and achievable plansEnsures that the CS function remains integrated in project timelines, resource planning, and creative development conversationsSupports onboarding of high-value projects to ensure continuity and clarity from pitch to productionTeam Leadership & Capability Development:Mentors and supports Senior Managers and Managers across multiple accountsPromotes professional growth, soft skill development, and service excellence across the teamContributes to training content and onboarding frameworks for new team members Process & Tools Optimisation: Champions consistent use of tools like HubSpot, GitBook SOPs, and shared templates to streamline account managementIdentifies process gaps or inefficiencies and proposes solutions to leadershipLeads post-mortems or service audits on key projects to inform ongoing improvementsReporting, Feedback & Escalation Management:Tracks key performance indicators (e.g., account health, satisfaction scores, feedback volumes) and reports upward to regional Head. Handles client concerns or dissatisfaction with professionalism and urgencyMaintains a high level of documentation and information hygiene across platformsHiring & Onboarding: Participates in hiring interviews and assessments for new CS staffAssists in onboarding new team members and providing contextual knowledge on clients and internal processesEnsures new hires are fully embedded in tools, process, and team structure within first 30 daysRequirementsPreferred Work Experience: 8+ years in senior client services or strategic account managementProven track record of managing large, complex accountsBackground in creative, advertising, architecture, or SaaS industriesPrevious experience in agency or creative/production environments a plusCertification or Qualifications:Bachelor's degree in Management, Marketing, Real Estate or relevant field preferredTechnology & Systems: Working knowledge of project delivery workflowsFamiliarity with CRM and account tracking toolsLearning Agility:Fast learner with ability to absorb technical, creative and industry-specific knowledgeOpen to coaching, feedback, and continuous self-improvementMindset & Attitude:Tenacious, driven, and goal-orientedPositive team contributor with a proactive, solutions-based approachCommunication: Strong communication and negotiation skillsConfident in client presentations and high-stakes discussionsTeam mentoring and performance feedbackAble to build trust with clients and collaborate effectively with internal teamProcess/ Sales Management:Strong commercial acumen and budget oversight experienceStrategic planning and stakeholder managementKPI/ MetricsKey client satisfaction (CSAT/NPS)Client referral or advocacy activityNumber and value of scoped upsellsTimeliness of account handovers and transitionsFeedback quality and completeness in CRMMentoring and team development contributionCross-functional collaboration feedback (PM/Creative)Client engagement frequencyEscalation handling successParticipation in strategic initiativesThis list is not exhaustive, other KPIs and Metrics may change or be added as required.Benefits 💸 AED 290,000 to AED 340,000 annual base salary, dependant on experience🚀 Eligible to participate in the Company Bonus Scheme🌴 22 days of holiday per year (increasing with service) + plus public holidays🩺 Private Medical Cover 📚 Great Learning & Development opportunities