Head of Account Management

Responsibilities

• Lead, manage and develop a team of Client Engagement professionals, setting clear expectations, driving high performance and embedding a strong culture of accountability and ownership
• Take full ownership of a North American client portfolio valued at over £1m, ensuring strong retention, renewal and long-term client relationships
• Embed and execute PHMG's Client Engagement and Client Services strategy across the territory, ensuring consiste nt high quality and alignment to wider business objectives
• Own performance management across the team, including objective setting, coaching, reviews, capability development and succession planning
• Act as the senior escalation point for complex client, commercial or performance issues, providing decisive leadership and resolution
• Monitor, analyse and act on KPIs, client data and engagement metrics to drive continuous improvement in client outcomes and commercial performance
• Ensure service delivery meets or exceeds agreed SLAs and contractual commitments, maintaining consistently high standards across all accounts
• Build strong relationships with senior internal stakeholders, providing insight from the North American market to inform strategy and decision-making
• Key Requirements:
• Proven senior leadership experience within client engagement, account management or customer success
• Strong commercial acumen with experience managing sizeable client portfolios
• Track record of improving client retention, engagement and lifetime value
• Confident using data, KPIs and insight to drive performance and change
• Excellent stakeholder management and influencing skills
• Ability to balance strategic planning with hands-on operational leadership
• Resilient, adaptable and comfortable leading in a fast-paced, performance-driven environment
• What you'll get in return:
• Free PureGym membership after 3-months served
• Cycle to work scheme
• 25 days annual leave plus bank holidays, increasing with length of service
• Additional half day off for birthday
• Enhanced maternity, paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Smart pension scheme
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Free fruit & breakfast
• Company sports teams
• On-site barber and beautician
• Car valet service
• Career development directly linked to your performance
• Fundraising initiatives for our registered charity - the PHMG Foundation
• Dedicated Employee Assistance Programme
• About PHMG:

Additional Information

Role: Head of Account Management (North American Market) Location: Old Trafford, Manchester, M16 0PQ Hours: 1pm - 10pm (Monday - Thursday), 1pm - 6pm (Friday) Package: £47,500 base (£75,000 OTE) The Head of Account Management is a senior leadership role responsible for balancing exceptional client outcomes with strong commercial performance across a large part of our North American client portfolio. You will lead, coach and develop a team of Account Managers and Client Partners, taking full ownership of client retention, client growth and service delivery. This role blends strategic leadership with hands-on operational oversight, ensuring that every client interaction reflects PHMG's commitment to quality, creativity and long-term partnership. As the senior escalation point for your region, you will set clear standards, embed best practice reflecting your expertise/experience and use insight-led decision making to continuously improve client experience and team performance. As a proudly employee-owned business, every colleague at PHMG has a genuine stake in our continued success. This marks an exciting new chapter for the company, with a renewed focus on long-term growth, innovation and shared achievement. Alongside this, our Client Services department is undergoing an exciting period of transformation; refining our strategy and elevating our standards through investment in leadership development and performance incentivisation. As Head of Account Management, you will play a key role in shaping this next phase, influencing how we deliver value to clients and helping define what exceptional client engagement looks like in an employee-owned, future-focused organisation.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at phmg? Share your experience