Account Director

Impact XM Leatherhead, England, United Kingdom

Impact XM is a global experiential agency creating unforgettable brand experiences across events, exhibitions, and activations. We are seeking an Account Director to lead a portfolio of client accounts, act as a trusted strategic partner, and drive delivery excellence, commercial performance, and long‑term growth.

• Own, develop, and execute strategic relationship plans with Executive Leadership, C‑Suite, and key stakeholders across assigned accounts.
• Act as a trusted advisor, providing strategic counsel, insights, and creative innovation to elevate client partnerships.
• Lead the creation and execution of client retention and growth strategies.
• Identify opportunities for new services and revenue streams within existing client portfolios.
• Champion the agency’s full‑service offering, integrating digital, creative, production, and engagement solutions.
• Own the financial performance of allocated accounts, including revenue forecasting, gross margin delivery and profitability targets.
• Lead commercial reviews, ensuring accurate pricing models, transparent financial tracking and proactive margin management.
• Analyse client profitability, resource utilisation, and pricing initiatives.
• Maintain accurate CRMs, budgets and financial documentation.
• Oversee delivery of all client SLAs and KPIs, maintaining high standards across all programmes.
• Provide senior oversight of project and account management teams to ensure projects are delivered on time, on budget and to compliance and quality standards.
• Partner with operations, compliance and delivery teams to maintain robust governance frameworks.
• Lead Quarterly Business Reviews (QBRs) to assess performance, identify improvement areas and shape future strategies.
• Collaborate with New Business Development to lead responses to RFPs, proposals and pitch presentations for assigned accounts and new opportunities.
• Develop, mentor and coach direct reports, and oversee the wider team in partnership with the Associate Director, Talent Management.
• Monitor team development plans, considering skills analysis, training needs and career aspirations.
• Lead recruitment processes, including interviewing and selecting new team members.
• Provide consistent leadership, motivation and direction across all teams.
• Collaborate with Executive Leadership to ensure consistent best practices and delivery standards.
• Manage direct report and wider team holidays and lieu days.
• Monitor and review timesheet activity.
• Prepare monthly client project analysis to evaluate team and recruitment costs against client budgets.

• 8–10+ years’ experience in client services, account management or event strategy.
• Proven experience managing global or multi‑market client portfolios and senior stakeholder relationships.
• Strong commercial acumen with experience in budget management, margin optimisation and pricing strategy.
• Experience leading multi‑disciplinary teams across operations, creative, digital and production functions.
• Exceptional presentation, negotiation and communication skills with the ability to influence senior stakeholders.
• Strategic thinker with a proactive approach to identifying growth, innovation and service excellence opportunities.
• Must be able to work a hybrid schedule from either our London or Leatherhead offices.

Impact XM is a global event and experiential marketing agency that empowers brands to power business. From events, exhibits and environments to digital engagements and consumer activations, we create experiences that connect brands and consumers in a meaningful way. This ensures we live up to our name by making a positive impact on people’s lives and our clients’ business.

• Passion – We love what we do, take pride in doing it and celebrate what we accomplish.
• Always Be CURIOUS – We explore the possibilities, discover innovative solutions and learn from experience.
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  Me – Collaboration and transparent communication creates our best work.
• Trust – is earned – We are defined by our actions and held accountable to our co‑workers, clients and outcomes.
• Respect – is…