Senior Account Manager

As a Senior Account Manager, you'll play a strategic and hands-on role in managing key client relationships and ensuring the smooth day-to-day running of client accounts. You'll be responsible for delivering exceptional service, ensuring projects are completed on time and within budget, and consistently going the extra mile to exceed client expectations.

In this role, you'll identify opportunities for account growth and deliver measurable results. You'll work closely with internal technical teams and the wider Account Management team, balancing multiple priorities and using your initiative to work both independently and collaboratively.

Daily client interaction will be a key part of your role, so strong relationship-building skills are essential. Additionally, you'll mentor junior team members and contribute to the overall success and growth of the team.

Day-to-day, this looks like:

• Client Relationship Management
  • Serve as the primary point of contact for assigned client accounts, building and maintaining strong, trusted relationships.
  • Act as a client advocate, ensuring their needs and priorities are clearly understood and represented internally.
  • Conduct regular business reviews to assess client satisfaction, address concerns, and identify opportunities for improvement.
  • Understand client objectives across B2B, B2C, and strategic consulting workstreams, ensuring all deliverables align with their goals.

  Strategic Leadership & Account Growth

  • Lead the development and execution of strategic Customer Experience Management initiatives aligned with client business goals.
  • Identify and pursue up-sell and cross-sell opportunities within existing accounts to drive growth.
  • Proactively uncover and lead on new business opportunities, collaborating with relevant internal teams.
  • Represent the business at industry events and support new business efforts when required.

  Project & Delivery Oversight

  • Oversee end-to-end project execution, ensuring deliverables are completed on time, on spec, and within budget.
  • Collaborate with strategy, delivery, and technical teams to deliver personalised, effective customer experiences.
  • Run internal and external client meetings to provide updates, gather feedback, and maintain alignment.
  • Monitor project progress and performance, delivering regular updates to clients and internal stakeholders.
  • Ensure all business requirements, briefs, and delivery timelines are realistic, achievable, and focused on delivering efficient solutions.

  Commercial & Financial Management

  • Be fully accountable for the financials of your client portfolio, ensuring revenue targets are met.
  • Produce time and budget reports, monitor resource allocation, and ensure projects are delivered with cost efficiency in mind.
  • Provide weekly financial updates to senior internal stakeholders.
  • Ensure adherence to contractual obligations and that clients receive the agreed-upon service and support.

  Team Collaboration & Mentorship

  • Mentor and support Account Executives and Account Managers, fostering a collaborative and high-performing team culture.
  • Work closely with cross-functional teams to ensure consistent delivery of high-quality work that meets client expectations.
  • Participate in regular internal planning and review sessions to align on client priorities and business goals.

What We're Looking For

We're primarily interested in articulate self-starters who have experience working in a client-facing environment. As such, we're less interested in your industry experience and more interested in your client management and communication style:

You must have:

• 2 years previous experience in account management preferred, beneficial if that's within CXM, CRM, or digital marketing environments.
• A strong track record of successfully managing and expanding client accounts.
• Excellent strategic thinking and analytical skills, with the ability to translate insights into actionable plans.
• Confident communicator with the ability to present ideas and influence senior stakeholders.
• Solid project management capabilities, with experience handling multiple projects and deadlines simultaneously.
• Highly self-motivated and proactive, with a genuine passion for delivering outstanding client experiences.
• Hands-on experience with client-focused CRM solutions and platforms.
• Strong interpersonal skills with the ability to clearly articulate client needs to internal teams.
• Skilled at influencing and aligning both internal teams and client stakeholders.
• Exceptional skills in negotiation, active listening, communication, presentation, and time management.
• A competitive, experience-based salary of £40,000 - £45,000.
• A quarterly profit-based bonus. When Tap does well, we like to share that directly with the team that makes it happen.
• 25 days holiday each year, plus bank holidays.
• 50/50 Hybrid working (2-3 days a week in the office)
• A dynamic and inclusive work environment that values creativity, innovation, and teamwork.
• A fully funded private healthcare scheme.
• A company pension scheme.
• A smart watch on completion of probation
• An activity points reward programme (vouchers, discounts etc)
• A cycle to work scheme
• A travel card loan scheme

This role is based in our London office (a short walk from Southwark and Waterloo stations). Working hours are Monday to Friday 9:00am until 5:30pm.

We value diversity in identity, experience, and thought, and actively create a culture of inclusivity across our company and the work we do with clients, partners and suppliers. We aim to maintain a positive workplace environment and encourage our employees to bring their best and most authentic selves to work every day.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.