ABOUT:
GAIN is a creative-led, insight-driven company that blends data, tech and creativity. We believe the best ideas emerge where intelligence and creativity unite, where insight sparks imagination, and where innovation turns possibility into progress.
We are explorers of new frontiers, shaping bold strategies that move people, brands, and businesses forward. Individually and together, our specialist teams provide the vision, data, and confidence brands and organisations need to make braver, more impactful decisions.
Today as GAIN, we work as a united force, using data to fuel creativity, and technology to unlock new possibilities. As imagineers we don’t just embrace innovation – we engineer it, transforming information into action, and ideas into breakthroughs.
This is where rebel thinking, smart technology, and data-driven creativity shape the future.
Through our five specialist teams Creative Studio, Conversion, Customer Science, Experience and Performance, individually, and together, we work to fuel growth and deliver measurable impact.
THE ROLE:
As Account Director, you will play a key role in delivering exceptional client experiences across a defined portfolio of accounts. You will be responsible for revenue growth, commercial performance and the day-to-day running of your accounts, working closely with delivery, strategy and client services teams to ensure we meet client needs while achieving our commercial objectives.
This is a hands-on, operational role. You will be embedded in your accounts, working directly with clients, shaping programmes of work, driving opportunities and ensuring high-quality delivery. You will also support and mentor more junior members of the account team, helping them develop their capability and confidence.
Requirements
Client Leadership & Growth
- Own a defined portfolio of accounts, ensuring strong relationships, high satisfaction and clear growth plans for each client.
- Be actively involved in day-to-day account activity, contributing to delivery, shaping briefs and ensuring we consistently meet client expectations.
- Work with the strategy team to develop account plans, strengthen proposals and support clients with forward-looking thinking.
- Identify and develop opportunities for growth through proactive conversations, insight and the development of long-term client programmes.
- Support the preparation and delivery of pitches, proposals and roadmap conversations that demonstrate GAIN Experience’s value.
Commercial Performance
- Achieve and exceed revenue, margin and forecasting targets across your account portfolio.
- Maintain an accurate view of commercial performance, including revenue recognition, billing schedules, contract status and forecasting.
- Work closely with finance and operations to ensure accurate financial reporting and adherence to internal controls.
- Drive year-on-year growth in both revenue and depth of services across your accounts.
- Actively manage your pipeline, using CRM effectively to track opportunities, actions and conversions.
Operational Excellence
- Stay close to ongoing projects, ensuring delivery teams have clarity on client context, priorities and expectations.
- Collaborate with project managers, designers, researchers, strategists and developers to support smooth, high-quality delivery.
- Working with the business to plan for upcoming projects, so that you understand capacity and identify potential risks or opportunities and the business has view of resourcing needs.
- Contribute to continuous improvement by identifying ways we can refine processes, strengthen delivery and enhance client outcomes.
- Maintain high standards across all client outputs, ensuring work leaving the agency reflects GAIN’s quality and ambition.
Leadership & Collaboration
- Mentor and support Senior Account Managers, Account Managers and Account Executives, helping them develop their commercial and client management capability.
- Lead by example in prioritisation, communication and accountability, fostering a collaborative, supportive and high-performing environment.
- Work closely with strategy, delivery and business development teams to ensure alignment on opportunities, delivery and growth priorities.
- Contribute to the wider culture of GAIN Experience by role-modelling curiosity, a strong work ethic and a commitment to high-quality client service.
REQUIREMENTS:
- Significant experience managing and growing client accounts within a digital, experience design or consulting environment.
- Strong commercial acumen with a track record of meeting stretch revenue and profitability targets.
- Hands-on delivery experience, with the ability to stay close to accounts, contribute meaningfully to work, and guide internal teams.
- Excellent communication skills, with the ability to build trusted senior relationships and influence decisions.
- Strong organisational and time-management skills, able to balance multiple accounts and priorities effectively.
- Collaborative mindset with the ability to work seamlessly across strategy, delivery and operations.
- Ability to coach others, share knowledge and support the development of high-performing client service teams.
Key Performance Indicators
- Client satisfaction and NPS across your portfolio.
- Revenue and gross margin achieved versus targets.
- Accuracy of financial forecasts, including revenue recognition.
- Year-on-year revenue growth across assigned accounts.
- Pipeline development and new opportunities identified and converted.
- Engagement, progression and retention of direct reports.
HOW YOU’LL WORK:
Constant curiosity: You can think critically and understand the data, knowing where you need to take action. You’re analytical with the ability to investigate and resolve
Pushing boundaries: You’ll make the most efficient use of technology, suggesting process improvements
The power of our imagination: You're a problem solver who goes the extra mile. You’ll know the best approach to take with clients to get results.
Making it happen: You’re proactive and you know you can make a difference. You use your sound judgement when making decisions and you take responsibility for your decisions and actions.
Putting people first: You’ll build effective relationships with people, internally and externally, understanding both business and client needs.
Benefits
Our benefits for UK employees include:
- Private Medical Insurance
- BUPA Life Assurance
- Income protection
- Employee Assistance Programme
- Cycle to Work salary sacrifice scheme
- Tech & Wearables salary sacrifice scheme
- Octopus EV Scheme
- Discounts and deals on a range of items from hotels, holidays and hormone testing to cinema, gyms and will writing
GAIN is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity
