Account Executive

Service Management Group (SMG)

Leeds

On-site

GBP 25,000 - 33,000

Full time

9 days ago

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Benefits offered by this job

10% discretionary bonus

£1,800 wellbeing fund

Free Headspace subscription

Uni Fund for learning

Wellbeing Days off

Summer conference

4pm finishes on Fridays

Flexible and hybrid working

Job summary

Service Management Group (SMG) in Leeds is hiring for an Account Executive to join the Customer Experience team. The role focuses on delivering high-quality client service for the Plan-Apps platform, supporting internal teams, retailers, brands, and agencies.

You will act as a trusted day-to-day contact, diagnosing issues and guiding users to the best solution. The role blends operational support with light account engagement in a fast-paced, hybrid environment.

Qualifications

Customer-focused with strong communication skills.
Calm under pressure and able to prioritise effectively.
Detail-oriented and structured in approach.
Able to build relationships while managing operational workload.
Commercial awareness of client impact.

Responsibilities

Act as first point of contact for platform queries and issues
Triage, prioritise, and resolve tickets within SLA
Escalate user issues appropriately to engineering where required
Communicate clearly and confidently with users
Ensure users feel supported and confident using the platform
Reduce friction in day-to-day usage
Provide clear and timely updates during incidents
Partner with our Enablement team to address recurring user issues

Skills

Customer-focused

Calm under pressure

Detail-oriented

Relationship building

Commercial awareness

Job description

Location: 2-3 days per week in our Leeds office
Salary: From £24,785 - £33,000 (+ £1,800 wellbeing allowance + up to 10% discretionary bonus)

Who are we?

We're the original pioneers in connected commerce marketing. Since 2008, we've been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.

We simplify the mind-boggling complexity of today's retail media landscape. We deliver impactful campaigns that connect with people where it matters. We create seamless and personalised shopping experiences. Above all, we deliver amazing results for our partners, driven by our unshakeable desire for growth. Time after time, we change the game. SMG is home to a world-class suite of commerce advertising capabilities powered by data and cutting-edge technology. We constantly push ourselves, our tech and our industry to discover innovative new ways to connect, sell and grow.

About the role

SMG builds the technology behind retail media networks (RMNs) - the planning, booking, and measurement platforms that our clients rely on to run in-store and digital campaigns.

Plan-Apps sits at the heart of SMG. The Customer Experience team exists to help our clients get the most value out of Plan-Apps, making sure every user understands the platform and engages with it consistently. This is an entry-level role that will also support the wider Client Experience team as needed.

The Account Executive sits at the frontline of the platform experience, responsible for delivering consistently high-quality client service across a diverse set of users; including internal teams, retailers, brands, and agencies.

They act as both a problem-solver and trusted day-to-day contact, combining hands-on support with light-touch investigation of user challenges. They are expected to understand not just what the issue is, but why it is happening, and guide users toward the best solution within the platform.

The role may flex between operational support and light-touch account engagement depending on client needs.

What you'll do

Act as first point of contact for platform queries and issues
Triage, prioritise, and resolve tickets within SLA
Escalate user issues appropriately to engineering where required
Communicate clearly and confidently with users
Ensure users feel supported and confident using the platform
Reduce friction in day-to-day usage
Provide clear and timely updates during incidents
Partner with our Enablement team to address recurring user issues

What we're looking for

Customer-focused with strong communication skills
Calm under pressure and able to prioritise effectively
Detail-oriented and structured in approach
Able to build relationships while managing operational workload
Commercial awareness of client impact

We're looking for people who enjoy the buzz of change, the satisfaction of building something better, and the joy of working with a close-knit, values-driven team. If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.

Don't meet every single requirement? We still want to hear from you. If you believe you'd thrive in this role, your unique perspective might be just what we're looking for.

Why SMG?

At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We're looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams.

We value those who take ownership of their growth and bring fresh perspectives. That's why we're committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it's not just about filling a role but building the future together.