Senior Account Manager

ITCH; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive bonus

Development allowance

Mental Health Support

25 days holiday

Health Insurance

Cycle to work

Volunteer Day

New Business Incentive

Christmas Party

Job summary

ITCH is seeking an experienced Client Partner/Account Manager to build genuine partnerships with major brands. You’ll own a portfolio, drive revenue growth, and maintain proactive value for clients while collaborating with Producers to keep a clear boundary between partnership and delivery.

You’ll manage high-value accounts (often £1m+), nurture stakeholder relationships, and lead quarterly reviews, while contributing to pricing discipline and account plans.

Qualifications

• 5-8 years in Account Management within an agency or professional services firm.
• Proven track record managing accounts of £750k+ annually.
• Ability to identify and grow Client opportunities.
• Excellent communication and presentation skills, comfortable with senior stakeholders.
• Strategic thinker with execution ability.
• Organised, able to balance multiple accounts effectively.
• Data-literate, comfortable with project management tools (Scoro a plus).
• Resilient, able to work under pressure.
• Passion for building genuine client partnerships.

Responsibilities

• Own your Client accounts (typically £1m+), acting as primary strategic contact.
• Build strong relationships at multiple stakeholder levels.
• Conduct quarterly value reviews using live account plans as foundation.
• Bring 2+ proactive ideas per month, per account.
• Identify and progress upsell and expansion opportunities.
• Ensure <4 hour response times, 2+ f2f meetings per month per account.
• Maintain NPS contribution (targeting 50+).
• Lead project kick-offs and handle escalations with support.
• Own revenue growth targets with monthly forecast accountability (Oct-Sept cycle).
• Maintain live financial tracking including margins and profitability.
• Monitor project profitability, elevate margin concerns with rationale.
• Work with Producers on pricing discipline.
• Hit chargeability rate target of 60-70%.
• Develop and maintain live account plans, reviewed quarterly.
• Identify growth opportunities and inform proactive conversations.
• Lead client reporting and ensure timely invoicing.
• Partner with Producers on delivery, maintaining clear boundaries.
• Work with Creative and Strategy on proactive proposals and live briefs.
• Champion Client goals in Agency conversations.
• Contribute to team knowledge sharing.

Skills

Account Management

Client Relationships

Strategic Thinking

Communication

Stakeholder Management

Presentation Skills

PM Tools

Scoro

Resilience

Tools

Scoro

Job description

You're an experienced Client Partner/Account Manager who builds Client relationships through genuine partnership, not delivery management. As a Client Partner, you own a portfolio of key accounts, balancing commercial growth with exceptional service. You think strategically about client needs, bring proactive ideas consistently, and work closely with Producers while maintaining clear boundaries between partnership and delivery.

What you'll find at ITCH

We're a team of 50+ experiencing real, sustained growth, with each project levelling up not just in budget, but in creative ambition. We're a BIG agency condensed into a small(ish) package, working with serious brands: IHG, Canon, Nespresso, Westfield, BNY Mellon, JP Morgan, M&G, eToro and more. Projects span film, photography, animation, strategy and design.

We hire people who get excited by the work and see opportunities everywhere. Our people are our number one priority, the collaborative nature of everything we do results in award-winning, client-pleasing, genuinely fun work. We work hard, and we recognise that. Our values align to this and we need people that will live and breathe these values.

Always Find the Fun

Create with Purpose

Don’t be a Dick

Leave it better than you found it.

Apply this to everything. Even the kitchen sink.

Solutioneering always.

We are problem solvers. There is always a solution.

Your ultimate responsibility is to drive both Client happiness and revenue growth across your account portfolio, operating as a genuine strategic partner rather than a delivery manager. You own hitting monthly revenue forecasts, maintaining live account plans and financial tracking, and bringing consistent proactive ideas that create real value for clients. You're accountable for ensuring your accounts are commercially healthy, strategically planned, and growing.

This is fundamentally a client relationship role, so you need to genuinely enjoy connecting with people f2f, via mobile and throughout the week, with a natural social confidence and outgoing energy that puts Clients at ease

The day-to-day

• Own your Client accounts (typically £1m+), acting as primary strategic contact
• Build strong relationships at multiple stakeholder levels
• Conduct quarterly value reviews using live account plans as foundation
• Bring 2+ proactive ideas per month, per account
• Identify and progress upsell and expansion opportunities
• Ensure <4 hour response times, 2+ f2f meetings per month per account
• Maintain NPS contribution (targeting 50+)
• Lead project kick-offs and handle escalations with support

Financial and commercial

• Own revenue growth targets with monthly forecast accountability (Oct-Sept cycle)
• Maintain live financial tracking including margins and profitability
• Monitor project profitability, elevate margin concerns with rationale
• Work with Producers on pricing discipline
• Hit chargeability rate target of 60-70%
• Develop and maintain live account plans, reviewed quarterly
• Identify growth opportunities and inform proactive conversations
• Lead client reporting and ensure timely invoicing

Cross-functional

• Partner with Producers on delivery, maintaining clear boundaries
• Work with Creative and Strategy on proactive proposals and live briefs
• Champion Client goals in Agency conversations
• Contribute to team knowledge sharing

The must-have skills

• 5-8 years in Account Management within an agency or professional services firm
• Proven track record managing accounts of £750k+ annually
• Ability to identify and grow Client opportunities
• Excellent communication and presentation skills, comfortable with senior stakeholders
• Strategic thinker with execution ability
• Organised, able to balance multiple accounts effectively
• Data-literate, comfortable with project management tools (Scoro a plus)
• Resilient, able to work under pressure
• Passion for building genuine client partnerships
• Competitive bonus structure based on personal and business performance
• Development allowance every year
• Mental Health Support (free access to mindfulness tools)
• 25 days holiday per year (plus 1 extra per year for first 4 years)
• Health Insurance*
• Summer & Christmas Party
• Christmas Closure
• New Business Incentive*
• Volunteer Day per year*
• Referral Bonus*
• Cycle to work scheme*

*Upon completion of your probation period