Senior Account Manager (Digital & CRM)

Team ITG; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company seeks a Senior Account Manager to coordinate Digital, Social & CRM campaigns for a major retail client. This role demands strong relationship management skills and the ability to oversee project delivery. You will work collaboratively within teams and drive successful outcomes while maintaining budgets and timelines.

Benefits

25 days’ holiday + bank holidays

Annual Wellbeing Day

Pension Scheme

Corporate Medical Cash Plan

Smart Working Options

Employee Assistance Programme

Cycle to Work Scheme

Referral scheme

Enhanced Family Friendly Leave

Qualifications

• Experience in digital, social, and CRM campaigns.
• Strong relationship building with retail clients.
• Ability to manage budgets and deliver projects on time.

Responsibilities

• Develop long-term client relationships and oversee campaign delivery.
• Coordinate internal teams to ensure client satisfaction.
• Manage budget trackers and obtain cost approvals.

Skills

Communication

Commercial Acumen

Problem Solving

Job description

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Senior Account Manager (Digital & CRM), London

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Client:

Team ITG

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

076adcf5047e

Job Views:

3

Posted:

02.06.2025

Expiry Date:

17.07.2025

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Job Description:

Marks and Spencer is a unique British heritage brand with a history of ‘firsts’ and everything they do has the potential to impact millions of customers daily. They hold a special place in the hearts of the public, and it’s a role we all take very seriously.

ITG have an exciting opportunity to coordinate and facilitate the production and delivery of Digital, Social & CRM campaigns for M&S Clothing & Home. The Senior Account Manager works directly with the M&S marketing & planning teams and is responsible for the keeping of all campaigns within budget and on time. The role exists in support of the Account Director and is integral to the effective running of the marketing function within M&S. Working closely with various M&S teams & internal, the role will involve leading the ITG team to hit key deadlines allowing for a seamless campaign delivery across all channels.

As a Senior Account Manager working on a client-facing retail account, your primary responsibility is to build and maintain strong relationships with key stakeholders. You will serve as the main point of contact between the client and our internal team, acting as a contact to address their needs, resolve issues, and identify opportunities for growth. This role demands excellent communication skills, and a proactive approach to delivering campaigns and driving success.

Key Responsibilities:

• Develop and nurture long-term relationships with retail clients, understanding their goals, challenges, and objectives.
• Oversee the day-to-day operations of M&S, coordinating with internal ITG team members to deliver on all client commitments and maintain high levels of satisfaction.
• Identify opportunities to support the clients and collaborate with the teams to explore new business prospects, of course in a respectable manner.
• Address and resolve issues promptly, ensuring a positive experience and preventing potential escalations, ensuring issues do not repeat themselves.
• Support the Account Manager when briefing internal teams, whether this is London/Birmingham, and stepping in to help in busy periods.
• Pre-plan resource across all internal teams ahead of each campaign/brief
• Making sure there is always enough time for teams to complete briefs to a high standard.
• Ensure that 3rd party suppliers & Media Owners have been engaged on each campaign so that we are clear on all deadlines and specifications.
• M&S cost trackers for Digital, OOH & CRM to be kept up to date at all times, and costs to be communicated regularly with ITG account team, ITG Account Director and M&S Marketing. A job should not begin without cost approval.
• Ensure your direct reports have raised all Purchase Orders in good time and most importantly in advance of the supply deadlines.
• If any issues they are to be flagged in advance with the relevant M&S planning manager dependant on the channel.

Requirements

• Experience and knowledge of photographic, print, digital and design techniques and best practice.
• Advertising and media plan experience is required.
• Demonstrates an expert working knowledge of the Retail marketplace and Design and Print.
• Drives the analysis and exploitation of data through budget plan, tracker, briefing documents.
• Management of critical paths through a programme of work.
• Defines and implements auditable processes that deliver the necessary financial and legal controls against op plan.
• Demonstrate customer centric, clear thinking, strong commercial acumen.
• Able to set your own agenda and prioritise, identify new opportunities and spot potential issues before they happen.

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays– we understand the importance of you getting some down time.
• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings– through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
• Employee Assistance Programme– our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme– know the perfect person to join the team? You could bag £1,500 for a putting a good word in.
• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups available to employees and exist to offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other.

These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

What next?

If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.