Account Manager

How This Role Fits

You’ll sit within the Account Management department, reporting to the Lead Account Manager. Account Management is one of three departments in our service delivery function — the other two are Technical Delivery (websites, developers, SEO, PPC, AI/automations, performance and reporting) and Campaign (content, campaign delivery, proofreading, newsletters, graphics, video).

You work cross-functionally with both of those teams every day. You brief what your members need, Technical Delivery builds and maintains the infrastructure, and Campaign creates the content and runs the campaigns. You’re the person who coordinates it all from the member’s perspective and makes sure nothing falls between the cracks.

The company runs on EOS (Entrepreneurial Operating System), so if you’re familiar with rocks, scorecards, and structured accountability — you’ll feel right at home.

How We Work

We’re opening a new Orange & Gray HQ and moving to a hybrid working model. You’ll be based from the office a couple of days a week, with project work, team sessions, and collaborative days happening in-person. The rest of the time, you have the flexibility to work from home. It’s the best of both worlds: the focus and flexibility of remote work, combined with the energy, collaboration, and team connection that comes from being together in person.

What You’ll Do

Be the Trusted Partner

• Own relationships with your portfolio of members — building trust and ensuring they feel heard, valued, and supported

• Anticipate member needs and proactively deliver solutions that drive impact

• Conduct quarterly deep-dive review and accountability meetings with each member

• Manage member expectations around deliverables, timelines, and scope with clarity and confidence

• Respond to member queries and requests via Zoho Desk within agreed SLA timeframes

Drive Retention & Growth

• Own retention across your portfolio — proactively manage member engagement and flag at-risk accounts early

• Identify and pursue genuine upgrade and expansion opportunities that support members’ growth objectives

• Monitor member engagement trends and build strategies to improve satisfaction and reduce churn

• Ensure every member sees clear, demonstrable value from their membership — so staying is never a question

Manage RAGG & Quality Control

• Maintain accurate RAGG (Red, Amber, Green, Gold) status for every member in your portfolio

• Act on RAGG insights — members at Red or Amber get immediate attention, Green members are nurtured toward Gold

• Ensure quality control across all member touchpoints — calls, reports, deliverables, response times — everything is consistent and gold standard

• Work toward growing the proportion of your members rated Gold (Super Fan) quarter-over-quarter

Deliver with Excellence

• Lead structured calls with members — preparing agendas, reviewing performance, celebrating wins, highlighting risks, and setting clear next steps

• Coordinate with Technical Delivery and Campaign to ensure all member deliverables are on time, on brief, and to standard

• Produce and present member reports — working with developers for accurate data and campaign teams for performance context Support the implementation of the Marketing Wall Calendar (15+ campaigns yearly) per member

• Maintain accurate records of all member communications, deliverables, and status in Monday.com

Collaborate Cross-Functionally

• Brief Technical Delivery and Campaign teams on what your members need — clearly and on time

• Act as the voice of the member internally, flagging blockers early and facilitating solutions before they become problems

• Share best practices with fellow AMs to raise the overall standard of the department

• Gather and relay member feedback to inform product and service improvements

What We’re Looking For

We’re looking for a confident, experienced communicator — a proactive problem-solver who thrives in a client-facing role. To be considered, you should have:

• Account management experience — you’ve managed client relationships in a marketing agency or professional services environment and know what exceptional service looks like

• Excellent communication skills — you can translate complex data into clear insights and recommendations that members actually understand

• Organisation and attention to detail — you stay on top of your portfolio, recurring tasks, and multiple priorities without dropping the ball

• A consultative mindset — you understand member goals and connect them with the right solutions

• Retention and growth focus — you understand what keeps clients loyal and how to grow accounts through genuine value, not pressure

• Quality control instincts — you check that deliverables meet the standard before they reach the member, not after

• Cross-functional collaboration — you work seamlessly with technical and creative teams to deliver a joined-up member experience

• Accountability — you own outcomes, not just activities. If a member isn’t happy, you take responsibility and fix it

Nice to have (but not essential):

• Experience with RAGG or similar client health reporting frameworks

• Experience working with US-based clients

• Experience in the hearing care or healthcare industry

• Experience with EOS (Entrepreneurial Operating System)How We’ll Measure Success

You’ll know you’re winning when:

• Your member retention rate sits at 95%+ and trending upward

• Member NPS and satisfaction scores across your portfolio are consistently high

• Every member has an accurate, up-to-date RAGG status and you’re acting on the insights it provides

• The proportion of your members rated Gold (Super Fan) is growing quarter-over-quarter

• Response times via Zoho Desk are within SLA — members feel looked after

• Quarterly reviews are completed on time with clear action plans

• At-risk accounts are spotted early and actioned within 48 hours

• Deliverables going out to your members are on time and to standard — every time

What’s In It For You

• Hybrid working — a couple of days a week from our new HQ, the rest from home

• Company pension

• Private medical insurance

• Private dental insurance

• Life insurance

• Health and wellbeing programme

• Never work your birthday — it’s a small thing, but you’ll always have it off, on us

• All equipment supplied — choose your preference for computer and setup

• Flexibility — adapt your hours to work around other commitments

• A team that genuinely cares about the work and about each other

Requirements

• Account management experience: 2+ years (required)

• Marketing agency or professional services experience: 1+ year (required)

• Work location: Hybrid (UK-based, with regular days from O&G HQ)

• Job type: Full-time

How to Apply

We don’t just want to see your CV — it only tells us a small part about you. Instead, please

use your skills to create an application that stands out.

• It could be a video

• It could be something written

• Or it could be something else entirelyProve your skills by creating an application that achieves the brief of standing out, and

helping us understand why you’re the right fit for the role.

That’s us. Now over to you.