Hybrid role with 3 days in our Bishopsgate, London office

We Are MRM UK

MRM UK is an award-winning full-service agency that specialises in CX, CRM, Loyalty and Commerce. Or mission is to Build Enduring Brand Relationships for our clients and partners, through the combination of data, technology, strategy and creative. MRM operates in a borderless, integrated way to allow for greater collaboration and velocity — all in the service of helping businesses grow meaningful relationships with people. MRM has 35-plus offices across North America, Latin America, Europe, the Middle East and Asia-Pacific.

MRM UK is an agency where the most important relationships we build are inclusive ones, and that inclusivity must extend not only to one another, but also to our clients, partners and communities. We are guided by our codified Blueprint for Diversity, Equity and Inclusion that drives our strategy to ensure our workplace is one where everyone is treated with dignity, respect and fairness — where we celebrate who we are and how we identify. And we expect self-awareness and accountability from team members at all levels of the organization. This is much more than a statement — it’s in the act of living our daily lives.

As a Digital Account Director at MRM, you’ll play a pivotal role in shaping and delivering exceptional customer experiences for a diverse portfolio of clients. This is a senior client-facing position that blends strategic thinking, commercial acumen, and creative leadership. You’ll be at the heart of our integrated teams, driving meaningful relationships between brands and their customers through data-driven, tech-enabled solutions. If you thrive in a collaborative, fast-paced environment and are passionate about elevating CX through innovative digital work, this is your opportunity to make a real impact.

The Role:

Key responsibilities

• Act as the strategic lead and trusted advisor for your clients, helping solve business challenges through CX innovation.
• Drive account growth by identifying new opportunities and building strong relationships with senior stakeholders - contributing to pitches, RFIs and strategic proposals.
• Own revenue forecasting and proactively respond to changes in client needs to protect and grow account value.
• Collaborate across McCann Worldgroup to unlock integrated solutions and cross-agency opportunities.
• Work with a high-performing account team, ensuring smooth delivery of projects that meet quality, budget and margin targets.
• Oversee account operations, billing and compliance, ensuring alignment with contractual and reporting standards.
• Champion best-in-class account management and foster a culture of accountability and excellence.
• Lead strategic and creative responses to briefs, ensuring work is insight-driven, inspiring and commercially sound.
• Develop standout briefs and guide your team to push creative boundaries and deliver award-worthy work.
• Evaluate campaign performance, share learnings and continuously raise the bar on quality and innovation.

Knowledge, Skills and Experience

• A confident, energetic CX Account Director ready to lead our flagship clients.
• Proven ability to manage campaigns end-to-end, from strategic planning to delivery and performance reporting.
• Commercially savvy with strong financial acumen and a focus on profitability.
• Skilled negotiator with excellent sales instincts and stakeholder management experience.
• Exceptional communicator - both written and verbal - with a talent for building influential client relationships.
• Detail-oriented with a sharp eye for quality and consistency.
• A natural leader who inspires and develops teams, and steps up when senior support is needed.
• Comfortable presenting to senior audiences and leading conversations with impact.

McCann Worldgroup is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its forms and provide equal employment opportunities to all qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Please let us know should you require any additional assistance or support during the process.

At MRM, we help businesses grow meaningful relationships with people through the power of data, strategy, creativity, and technology.