Location: Southampton, UK
Salary: From 32k per annum, dependent on experience
Job Type: Full-time, Permanent, On-Site
About Us
ICAAL is an award-winning, full-service creative agency located in beautiful Grade 2* listed offices in Southampton’s city centre.
We are looking for a relationship-led Account Manager to join our team. This is a client services role, not a delivery-management or technical digital marketing position. You will be the main point of contact for a portfolio of clients within one of ICAAL’s hubs, responsible for building strong relationships, maintaining regular communication, coordinating reporting, and ensuring clients feel well supported.
You will work closely with our specialist teams across SEO, Paid Media, Social Media, Email Marketing and Telemarketing, but you will not be responsible for delivering campaigns yourself. Instead, your focus will be on client relationships, service quality, reporting cadence, and identifying opportunities to grow accounts.
This role would suit someone who is highly organised, confident with clients, commercially aware, and motivated by building trusted long-term relationships.
The Opportunity
As an Account Manager at ICAAL, you will take ownership of the client relationship for a portfolio of accounts within one of our service hubs. You will act as the day-to-day contact for your clients, making sure communication is proactive, reporting is delivered on time, and monthly review meetings are well coordinated and valuable.
You will become embedded within your hub, working alongside internal performance specialists to stay close to client activity and ensure the right conversations happen at the right time. While you won’t own campaign delivery, you will play an important role in bringing teams together, keeping clients informed, and maintaining a high standard of service across your accounts.
You will also be expected to spot upsell opportunities within your portfolio, either progressing them directly or handing them over to the sales team where appropriate.
Key responsibilities
Client Management & Communication
- Be the main day-to-day point of contact for clients within your hub.
- Build strong, trusted, long-term relationships across your account portfolio.
- Maintain regular, proactive communication with clients by phone, video and email.
- Ensure clients feel supported, informed and confident in the service they receive.
- Lead or coordinate regular client check-ins and monthly reporting meetings.
Reporting & Coordination
- Coordinate the preparation of monthly reports for your clients.
- Ensure monthly reporting is delivered accurately and on time.
- Schedule and coordinate internal catch-ups to support client reviews and next steps.
- Help keep communication between clients and internal teams clear, timely and organised.
Commercial Awareness
- Look for opportunities to grow existing client accounts.
- Identify upsell opportunities within your portfolio and either progress them directly or pass them to the sales team.
- Support client retention by maintaining strong relationships and high service standards.
- Recognise risks to account health and escalate where needed.
Requirements
Experience
- Proven experience in account management, client services, customer success, or a similar client-facing role
- Experience managing multiple clients or stakeholders at the same time
- Experience building and maintaining strong professional relationships
- Experience working in a fast-paced environment and coordinating across internal teams
- Experience identifying growth opportunities within existing accounts would be advantageous
- Agency or B2B experience would be beneficial, but is not essential
- Experience in the home improvement sector would be an advantage, but not essential
Skills & Attributes
- Excellent verbal and written communication skills
- Strong relationship-building skills and a service-led mindset
- Highly organised with strong attention to detail
- Able to manage multiple priorities and maintain momentum across a busy portfolio
- Commercially aware and confident spotting opportunities within accounts
- Proactive, dependable and professional in client-facing situations
- Comfortable coordinating with multiple internal departments
- Able to work independently while contributing positively to a team
Knowledge
- Prior knowledge of digital marketing is not required
- An interest in digital marketing and willingness to learn would be an advantage
Success in this role will be measured by
- Level and quality of client communication
- Timeliness and consistency of client reporting
- Coordination and completion of monthly reporting meetings
- Client satisfaction and relationship strength
- Upsell opportunities identified within the hub
Why Work for Us?
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Fantastic Remuneration and Benefits Package – From £30,000 per annum, 23 days paid holiday plus 8 bank holidays, enhanced company sick pay and an attractive pension opportunity.
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Professional Development – Enhanced training and development programme with in-house training, a personal development plan with industry accreditations and certifications, a career progression plan, and industry learning days.
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Work Environment – Beautiful Grade 2* listed offices in central Southampton, spacious and air-conditioned workplace, excellent transport links, and a vibrant location near retail and hospitality hubs.
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Staff Wellbeing – Exciting social events calendar, with free teas, coffees and healthy snacks. Free Perkbox discount scheme membership with hundreds of discounts from leading brands including department stores and fashion brands.
How to Apply
To apply, please send your covering letter and CV. Please note that this is a full-time, office-based role in our Southampton offices.
Our Interview Process
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Telephone
We will review your application and a member of our team may contact you to discuss your application further.
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Assessment
We may follow up with an interview or arrange an assessment day at our offices.
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Offer
We’ll call you shortly after the assessment day/interview to let you know whether you have been successful or not.
Join us at ICAAL and help shape the next generation of AI-powered, performance-driven digital marketing. We’d love to hear from you.
