Account Director

The Account Director plays a crucial role in developing a key client within the Financial Services industry. This position is vital for strengthening client relationships, identifying business growth opportunities, and ensuring timely delivery of solutions that meet operational and financial targets.

Reporting to the Senior Account Director (SAD), the Account Director will oversee the operational delivery of high-profile customer communications. They will manage team performance, ensuring all tasks are completed in line with SLAs and contract compliance.

The role involves leading a dedicated team and collaborating closely with client stakeholders. Experience in delivering customer communications within the Financial Services sector is highly beneficial. The Account Director will ensure compliance with the client's standards while driving the team to provide exceptional customer service.

This individual must be a strong leader, capable of supporting the SAD in focusing on the account's vision and strategies, balancing daily support needs with long-term planning, and translating vision into effective action plans.

We are looking for an Account Director with extensive experience working with Financial Services clients, particularly in Direct Mail, marketing, and operational print management. This person will drive the Client Services team and deliver solutions to client challenges.

The ideal candidate will have a proven track record in a similar role, either as an Account Director or Senior Account Manager. They should be adept at managing demanding client expectations, delivering exceptional service, and confidently interacting with senior client stakeholders. Experience in developing clients, nurturing relationships, converting opportunities, and team management is essential. Familiarity with the UK banking industry is also required.

Key Responsibilities

• Drive a strategic transformation agenda with the client which re-shapes HH Global solution delivery and supports digital transformation of the client’s marketing, customer experience and communications.
• Play a leading role in the delivery of client satisfaction, including client liaison, management of internal resource departments and management of external suppliers.
• Manage the large off-site account teams ensuring compliance to company operating procedures.
• Manage the professional development of your team members through appraisals, one‐to‐one meetings, mentoring and training.
• Take ownership of and resolve issues, quality concerns or corrective actions.
• Develop effective growth strategies and manage opportunities for the client.
• Build client development plans for each year.
• Take the lead in managing operational compliance to the client's standards.
• Achieve and exceed growth targets.
• Lead a team supporting complex customer communications primarily via the direct mail channel.
• Identifying risks to the account and put in place strategies to manage these risks.
• Regular MI reporting and production of account relationship plans.
• Support Contract Governance and the management of annual audits and compliance reviews.

Knowledge, Skills & Experience

The ideal candidate will possess extensive expertise in direct mail, marketing, and operational print, as well as experience in warehousing and logistics. Familiarity with retail branch digital transformation is highly desirable, alongside a robust understanding of the UK banking or financial services sector. The role also demands strong capabilities in contract governance and compliance, including a thorough knowledge of legislation regulating financial services in the UK. A proven track record in overseeing annual audits and compliance reviews is essential to ensure adherence to industry standards and operational excellence. In addition to this, the following experience is required:

• Excellent interpersonal skills, able to develop positive relationships at all levels.
• Experience in the delivery of customer communications within the Financial Services sector.
• Knowledge and understanding of compliance standards for Financial Services.
• Experience working with complex customer data programs for customer communications.
• Knowledge of the direct mail industry including data, manufacturing and postal solutions.
• Ability to anticipate internal and external business issues and develop risk mitigation strategies.
• Experience of managing department financials.
• Extensive people management experience including performance management and team leadership.
• Experienced in managing client service plans, KPI’s, budgeting, forecasting and leadership.
• Good understanding of regulatory requirements and compliance within the UK Banking Sector.