We are seeking a dynamic and experienced Group Account Director (GAD), with a passion for customer experience (CX) to lead and grow a portfolio of key client accounts. As a GAD, you will be the strategic leader responsible for driving client success through the development and execution of innovative CX strategies. You will build strong, trusted relationships with senior-level clients, understand their business objectives, and translate them into actionable CX roadmaps. You will also lead and mentor a team of account managers, fostering a collaborative and high-performing environment. 

Responsibilities: 

Client Leadership & Relationship Management: 

• Serve as the primary point of contact and trusted advisor for senior-level clients, building and maintaining strong, long-term relationships 

• Develop a deep understanding of clients’ business goals, target audiences, and competitive landscape 

• Proactively identify opportunities to expand client relationships and grow revenue through strategic CX initiatives 

• Lead client presentations, workshops, and strategic planning sessions 

• Manage client expectations and ensure projects are delivered on time, within budget, and to the highest-quality standards 

CX Strategy & Execution: 

• Develop and champion innovative CX strategies that align with client business objectives and drive measurable results 

• Oversee the development and execution of CX initiatives, including customer journey mapping, user research, persona development, service design, and experience optimization 

• Collaborate with cross-functional teams (e.g., creative, technology, analytics) to ensure seamless execution of CX strategies 

• Stay abreast of the latest CX trends, technologies, and best practices, and share knowledge with the team and clients 

• Analyze data and insights to measure the effectiveness of CX initiatives and identify areas for improvement 

• Utilize CRM data to personalize customer experiences and improve engagement 

Team Leadership & Management: 

• Lead, mentor, and develop a team of account managers, providing guidance, support, and opportunities for growth 

• Foster a collaborative and high-performing team environment 

• Conduct regular performance reviews and provide constructive feedback 

• Ensure the team has the resources and training necessary to succeed 

• Delegate tasks effectively and empower team members to take ownership 

Business Development & Growth: 

• Identify and pursue new business opportunities within existing client accounts 

• Contribute to the development of proposals and presentations for new business pitches 

• Network and build relationships with industry professionals to expand the company’s reach 

• Contribute to the overall growth and profitability of the agency 

Financial Management: 

• Manage client budgets and ensure projects are delivered within budget 

• Develop accurate forecasts and track project profitability 

• Identify opportunities to improve efficiency and reduce costs 

Qualifications: 

• Minimum of 8–10 years of experience in account management, with a strong focus on customer experience 

• Bachelor’s degree in marketing, business administration, or a related field 

• Proven track record of developing and executing successful CX strategies that drive business results 

• Deep understanding of CX principles, methodologies, and technologies 

• Demonstrated experience using CRM systems (e.g., Salesforce, HubSpot, Dynamics 365) to manage customer relationships, track interactions, and analyze data 

• Experience with marketing automation platforms and their integration with CRM systems 

• Excellent communication, presentation, and interpersonal skills 

• Strong leadership and team management skills 

• Ability to build and maintain strong relationships with senior-level clients 

• Strong analytical and problem-solving skills 

• Experience managing budgets and forecasting revenue 

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) 

Bonus Points: 

• Certifications in CX-related fields (e.g., CCXP) 

• Experience in CRM implementation or customization 

• Proficiency in data analysis and reporting using CRM data