Director, Account Management

The Director, Account Management is accountable for the overall health, performance, and long-term success of the account. This role sets strategic direction, provides guidance and decision making for the account team, and ensures the account is positioned for sustainable delivery, optimization, and growth. The Director, Account Management acts as the senior client partner and internal decision authority, balancing client needs, team capacity, and business objectives.

Responsibilities:

Strategic Client Partnership

• Serve as the senior client partner and trusted advisor.
• Shape client direction through proactive recommendations and strategic counsel.
• Represent Coates in senior client discussions.

Campaign & Delivery Leadership

• Ensure campaign recommendations align with business objectives.
• Drive strategic alignment across client and internal teams.
• Minimize ambiguity and rework through clear direction.

Team Leadership & Capability

• Lead and develop the Account Management team.
• Align cross-functional teams around priorities.
• Foster a culture of ownership and strategic thinking.

Commercial & Operational Stewardship

• Ensure sustainable account performance through effective scope and resource management.
• Anticipate and resolve risks early.
• Demonstrate strategic value through meaningful reporting.

Account Growth & Evolution

• Identify opportunities to strengthen and expand the partnership.
• Evolve the account model to meet future client needs.
• Partner with leadership to support long-term commercial success.

Qualifications:

• 7-10 years of experience in account management, client services, or digital marketing, preferably in an agency environment.
• Background in digital marketing, content, or retail/QSR merchandising is a strong asset.
• Proven ability to bring a strategic point of view to clients - not just manage deliverables.
• Experience working within retainer-based models and managing a stable, high-volume book of work.
• Comfortable managing two or more direct reports and providing day-to-day direction.
• Strong presentation skills - can communicate strategy clearly to marketers and senior clients alike.
• Familiarity with project management tools and content delivery workflows; PM experience an asset but not required.

Capabilities:

• Has a point of view and is not afraid to share it - even when the client hasn’t asked.
• Thinks about the why behind the work, not just the what.
• Brings energy and curiosity to a fast-paced, relationship-driven environment.
• Moves between strategic thinking and day-to-day execution without losing focus.
• Coaches and develops junior team members while maintaining their own workload.
• Communicates clearly and confidently with clients, peers, and senior leadership.

Is a self-starter who takes ownership and doesn’t wait to be directed