CX Account Manager

Our mission is to unleash the power of first-party data to craft personalised brand experiences that customers love, driving exceptional results for our clients.

As a fast-paced and innovative agency, we challenge ourselves and our clients to think big. If you're ready to make an impact and grow with a dynamic team, we want to hear from you.

We’re looking for a proactive and detail-oriented Account Manager to support our CX Account Director in managing and growing key client relationships. You’ll be responsible for turning briefs into delivery-ready requirements, ensuring projects are well-scoped, performance is well reported, and, of course, that clients are well looked after.

This role is ideal for someone who thrives in a collaborative environment and has experience in digital delivery in an agency environment.

Key Responsibilities

You will have your own portfolio of exciting clients spanning commercial and not-for-profit for you to shape and have a meaningful impact.

Client & Account Management

• Act as a day-to-day contact for key client accounts, ensuring excellent service and satisfaction.

• Build strong relationships with your clients so that you understand both their organisational and personal goals for growth.

• Support account growth by identifying new opportunities and creating compelling proposals and quotes.

• Own the management of retainer agreements and their reporting, ensuring consistent value delivery.

• Deliver end-of-project reports showing the effectiveness against project goals and KPIs

Brief Translation & Scoping

• Interrogate client briefs to extract clear business objectives and convert them into actionable requirements for designers, developers, tracking experts and PMs.

• Collaborate with the wider team to scope projects accurately and efficiently.

• Provide written quotes and proposals

• Provide initial timelines

• Ensure the technical team is briefed with precision and confidence.

Project Handover & Delivery Oversight

• Prepare and hand over scoped projects to the PM team for delivery, ensuring clarity on goals, timelines, and client expectations.

• Act as the client’s advocate throughout delivery, owning the scope of projects, checking in at key milestones and providing continuity.

Internal Collaboration & Process

• Work closely with the CX Account Director, project management, development, and design teams to align on project objectives.

• Attend sprint planning and refinement sessions when appropriate

• Maintain accurate records of client communications, scopes, and decisions.

• Support internal process improvements to enhance client experience and efficiency.

• Must have agency experience – at least two years

• Experience writing proposals, specs, or project scopes

• Great communication and stakeholder management skills

• A strategic thinker who can get into the details

• Confident in interpreting data and reporting on performance

• Familiarity with agile development workflows, project handover, and digital delivery processes

• Awareness of, or first-hand experience in, CX principles and structured approaches that deliver frictionless, personalised and consistent client project outcomes

• If you have experience using Productive.io, JIRA and Confluence, that will be beneficial

• Flexible Working: Work from home on Wednesday and Thursday (post-probation).

• Studio-first Culture: Join us in-studio on Monday, Tuesday, and Friday for collaborative energy!

• Flex Hours: Choose your schedule between 8:30 AM – 6:30 PM.

• 25 days holiday allowance plus bank holidays

• Private Medical Insurance

• Group life assurance scheme

• Company pension scheme

• Regular socials and company away days

• Training and development including events and conferences

• The tools you need to be awesome, a new Apple Laptop and a super comfy Herman Miller chair

• We plant trees and fund the world’s best climate crisis solutions to offset the carbon emissions of our team members

Ready to take your career to the next level? Join a supportive, fast-growing team where your ideas matter. Apply now and tell us about your experience

Effect Digital takes pride in creating an environment where everyone can be themselves. This starts with recruitment.

We pledge to make our roles as open as possible and to provide equal opportunities to everyone that is kind enough to give us their time. All recruitment decisions we take will be based solely on the positive skills and behaviours that applicants display and absolutely nothing else.

We do not discriminate based on any personal characteristics, we’re a people-first agency and we care about individuals.

If something is important to you, it's important to us. If you have a particular need during the application process or during your time at Effect Digital, please let us know.