The posting
About CARMA
CARMA is a globally-trusted media intelligence leader with decades of experience helping PR and communications professionals monitor what matters, measure what’s meaningful, and demonstrate the value of their work. We combine cutting-edge technology, including AI-enabled media monitoring across print, online, broadcast, and social channels in 100+ languages - with deep human expertise to deliver actionable insights that inform strategy and drive business-critical decisions. With a diverse global team supporting thousands of organizations worldwide, CARMA empowers partners to turn complex media data into clarity and context, elevate the impact of earned media, and deepen understanding of stakeholder influence across markets.
The Role
We are looking for an experienced Account Director to take senior commercial and operational ownership of a portfolio of CARMA clients.
This is a senior client management role combining commercial ownership, strategic account management, consultancy and best practice client leadership. You will be responsible for retaining and growing your portfolio, strengthening senior client relationships and ensuring CARMA consistently delivers value through our media monitoring, intelligence, analysis and insight services.
You will act as a trusted adviser to clients, understanding their wider communications and business objectives and helping them make the most of CARMA's capabilities. You will lead senior client conversations, identify opportunities for growth and constructively challenge clients with new ideas, perspectives and recommendations.
Alongside your client responsibilities, you will play an important role in raising standards across the Account Management team. You will bring energy, commercial focus and a high standard of proactive enterprise account management, sharing your experience with colleagues and helping strengthen a culture of client ownership, commercial thinking and continuous improvement.
This is an opportunity to make a visible impact on your clients, colleagues and the wider CARMA business.
What You'll Be Doing
- Commercial & Account Ownership
- Take commercial and operational ownership of a portfolio of CARMA clients, with accountability for retention, growth and profitability performance against targets.
- Build trusted relationships with senior client stakeholders and become a credible adviser on media intelligence, measurement and communications insight.
- Lead renewals, commercial discussions and account development, identifying opportunities to expand client relationships through additional services, solutions and cross-selling.
- Understand account profitability and proactively address areas of commercial underperformance or inefficiency.
- Generate client advocacy where appropriate, supporting CARMA’s wider commercial, marketing and brand objectives.
- Strategic Client Leadership
- Lead strategic client meetings, business reviews, presentations and consultancy conversations, connecting CARMA’s services to clients’ wider communications and business objectives.
- Translate client requirements into effective media monitoring, measurement, analysis and insight solutions, challenging briefs constructively where CARMA can deliver greater value.
- Stay informed about developments in media intelligence, communications, PR and the wider media landscape, bringing relevant thinking into client conversations and the wider business.
- Contribute to thought leadership, industry events and external activity where appropriate.
- Service Delivery & Operational Excellence
- Take accountability for the successful delivery of client services, ensuring work is accurate, insightful, commercially relevant and consistently high quality.
- Coordinate effectively with Insights, Operations and global teams to ensure client requirements are understood, delivery expectations are met and issues are resolved quickly.
- Identify operational, relationship or delivery risks early, taking ownership of resolution and escalating with clear recommendations where appropriate.
- Maintain strong account management disciplines, including contracts, deal scope, MSAs, account plans and other key client documentation and processes.
- Team & Service Development
- Share knowledge, experience and best practice across the Account Management team, helping colleagues strengthen their approach to client relationships, commercial conversations and strategic account growth.
- Contribute to the continued development of CARMA’s Insights services, including reporting, commentary, data visualisation and how we demonstrate value to clients.
What Success Looks Like
You will build strong, trusted relationships across your portfolio and become a senior adviser whom clients value and want to work with.
You will deliver against retention and commercial expectations, identify opportunities to grow client relationships and ensure CARMA's services provide meaningful and demonstrable value.
You will also have a visible impact on the wider Account Management team by sharing expertise, modelling strong commercial and client leadership, and helping improve the consistency and effectiveness of account management across CARMA.
Ultimately, success means stronger client relationships, a growing and profitable portfolio, and representing CARMA with credibility, commercial confidence and consistently high standards of client service.
Requirements
What We're Looking For
We are looking for a proven senior client relationship manager with the commercial confidence, strategic thinking and influence to manage complex client relationships and help strengthen account management standards across CARMA.
You will ideally bring:
- Provable experience in account management, client services, consultancy or a comparable client-facing role, ideally within a media, communications, research, technology or professional services environment.
- A strong track record of managing complex client relationships and delivering measurable retention, growth and commercial value.
- Experience working with enterprise and multinational clients, with the confidence to operate across multiple stakeholders, markets and levels of seniority.
- Strong commercial acumen, including experience of renewals, account growth, commercial negotiations and profitability.
- The ability to build credible, trusted relationships with senior stakeholders and decision-makers, acting as a strategic adviser rather than simply a service provider.
- Confidence leading strategic conversations, constructively challenging clients and influencing outcomes, including with senior and demanding stakeholders.
- Strong presentation and communication skills, with the ability to translate complex information into clear, compelling and benefit-led recommendations.
- Excellent organisational and project management skills, with the ability to manage multiple clients, stakeholders and priorities without compromising quality.
- Strong problem-solving skills and a proactive, solutions-focused approach to identifying risks, resolving issues and improving client outcomes.
- A commercially curious and growth-oriented mindset, with the ability to anticipate client needs, identify opportunities and deepen relationships.
- The confidence and influence to share expertise, support colleagues and positively shape standards across the wider Account Management team.
- A strong interest in the changing media, communications and technology landscape, and the ability to translate relevant developments into meaningful client conversations.
Previous experience in media intelligence, media monitoring or the communications industry is preferred but not essential. Relevant experience from adjacent sectors such as PR and communications, research and insights, SaaS, data and analytics, marketing technology or consultancy will also be considered.
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Role Type: Individual Contributor
Reports To: Head of Account Management
Location: London/hybrid
Benefits
Why Join CARMA?
At CARMA, you’ll have the opportunity to work with ambitious clients, solve interesting challenges and make a visible impact in a fast-moving global business.
- Make an impact - Work with leading organisations on high-profile client challenges, helping them understand their media landscape, demonstrate communications impact and make better-informed decisions.
- Work globally - Collaborate with talented colleagues and clients across markets, cultures and disciplines, gaining genuine international exposure along the way.
- Grow your career - Take on meaningful responsibility, develop your expertise and have opportunities to broaden your experience as CARMA and your career grow.
- Keep learning - Build your knowledge across media intelligence, communications, data, technology and consultancy, with access to learning and development opportunities.
- Bring ideas to the table - We value people who are curious, commercially minded and willing to challenge the status quo. You’ll have the opportunity to shape how we work and how we deliver value to clients.
- Work with great people - Be part of a supportive, collaborative team where knowledge-sharing, different perspectives and a willingness to help each other are part of how we work.
- Be part of what’s next - Work at the intersection of media, communications, data and technology, helping clients navigate a rapidly changing landscape and contributing to the continued evolution of CARMA’s services.
