Account Director

As Account Director, you will lead end to end client success across your client or clients, ensuring they achieve their desired outcomes and maximise the value of working with Merkle. You will be the main point of contact looking to understand their business, market and competitors, allowing you to build strong relationships through proactive engagement and delivering strong commercial performance. You will partner with capabilities and Integrated Delivery teams to facilitate successful onboarding and delivery ensuring all teams have what they need to achieve client goals. You will own the Key Account Plan focused on driving account growth through strategic planning, client engagement, and proactive problem solving. This role is integral in strengthening dentsu's partnerships, ensuring delivery of client outcomes, and enabling long-term client retention. It is ideal for experienced account leaders who thrive on building trusted relationships, ensuring operational excellence, and driving measurable impact across digital, data, CRM and CX engagements.,

• Lead account planning and execution across assigned clients, ensuring alignment with client objectives and dentsu's commercial priorities.
• Build and maintain mid-senior client relationships, acting as the primary point of contact for delivery, performance, and commercial discussions.
• Collaborate closely with Strategy, Growth, Delivery, and specialist teams, ensuring coordinated delivery and consistent messaging.
• Contribute to onboarding, governance, and reporting processes, ensuring high-quality standards and operational consistency.
• Lead renewal and retention conversations, supporting expansion opportunities and strengthening long-term client partnerships.
• Monitor client health and performance metrics, identifying risks, improvement opportunities, and proactive interventions.
• Resolve delivery escalations, supporting teams to troubleshoot issues and ensure seamless client experience.
How you'll succeed:
• Achieve strong client satisfaction, demonstrated through improved NPS / TRR, healthy relationship scores, and reduction in issues.
• Drive retention and renewal outcomes, meeting or exceeding targets across assigned accounts.
• Deliver revenue and commercial performance, including accurate forecasting, upsell support, and efficient delivery management.
• Support high-performing delivery teams, evidenced by team engagement, skill progression, and consistent delivery quality.
• Maintain operational excellence, ensuring structured governance, clear communication, and timely delivery.
• Foster collaboration, supporting culture-building, cross-practice alignment, and knowledge sharing across teams.
  
  Strong experience in client leadership, account management, or delivery roles in digital, data, CRM, or CX environments.
• Proven ability to manage multiple client accounts and oversee day-to-day client operations.
• Strong stakeholder management skills, with confidence engaging mid-senior client contacts.
• Solid commercial acumen, including managing budgets, forecasts, and supporting account growth.
• Excellent communication, organisational, and problem-solving skills.
• Ability to handle escalations with composure and maintain strong client trust.
Desirable:
• Experience in multi-solution engagements (digital, CRM, CX, media, or data).
• Knowledge of onboarding processes, governance frameworks, or client health measurement.
• Exposure to contract renewals, upsell motions, or revenue planning.
• Experience working with cross-functional delivery teams in matrixed organisations.
  
  Dentsu is an integrated growth and transformation partner to the world's leading organisations. Founded in 1901 in Tokyo, Japan, and now operating in over 145 countries and regions, we bring together the power of a global network of leadership brands to deliver impactful, end-to-end growth solutions.
With over 120 years of innovation at our core, we empower brands to create meaningful progress through integrated services across Media, Customer Experience Management (CXM), and Creative. Our business transformation (BX) mindset, combined with a focus on experience transformation (EX), drives sustainable growth for brands, people, and society. Our commitment to innovation, collaboration, and diversity enables us to continuously evolve, pushing boundaries while delivering measurable impact in a fast-changing world. About Merkle: Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle's expertise has earned recognition as a "Leader" by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit us.

This is a permanent role. This role can be based in Leeds, London or Manchester. As well as a competitive salary, the candidate will enjoy a benefits package that they can tailor to their needs, which includes: At dentsu, we care deeply about our people. Our flexible benefits package supports your health, wellbeing, and financial future with company-funded private medical insurance, virtual GP access, and an employee assistance programme. Enjoy 25 days of annual leave plus extra days for your birthday, wellbeing, and volunteering. From discounted gym memberships and retail perks to electric car leasing and travel insurance, dentsu empowers you to thrive both at work and in life.