Key Account Director, Dotdigital

• 5+ years’ experience in eCommerce or marketing technology, ideally in a client-facing or strategic role
• Proven ability to manage a portfolio of accounts, drive retention, and uncover upsell opportunities
• Strong commercial awareness and a knack for finding win-win outcomes
• Excellent communication and presentation skills - comfortable leading client calls and planning sessions
• Organised, proactive, and confident in learning new platforms and demonstrating their value
• Experience with tools like Google Analytics or Dynamics CRM

Desirable

• This role is dedicated to driving maximum adoption of Dotdigital’s personalisation platform (Fresh Relevance), across a portfolio of our largest and most strategic e-commerce clients
• The successful candidate will act as a trusted advisor, helping customers unlock the full potential of the platform to deliver personalised, data-driven experiences that drive revenue and loyalty.To succeed, you’ll need to develop a strong understanding of the e-commerce technology landscape and confidently communicate the value of our innovative solutions
• This is a highly collaborative role, working cross-functionally to ensure clients achieve measurable success and long-term value
• Strategic Account Management: Own and drive the strategic direction for a portfolio of key clients, aligning Dotdigital’s solutions with their marketing objectives and business goals
• Customer Success & Retention: Foster long-term relationships to ensure customer satisfaction, retention, and loyalty. Act as a trusted advisor, delivering personalised support, product training, and strategic guidance
• Revenue Growth & Performance: Achieve sales quotas through upsell and expansion opportunities, while proactively identifying areas for optimisation based on data insights and account performance
• Client Engagement & Advocacy: Conduct regular Success Plans and present quarterly/annual account reviews to demonstrate value, secure renewals, and influence future adoption. Collaborate with Customer Marketing to drive client references and case studies
• Cross-functional Collaboration: Partner with internal teams including Sales, Technical Support, Adoption, and Professional Services to deliver seamless, end-to-end client support
• Platform Adoption & Enablement: Ensure clients maximise their use of the Fresh Relevance platform by working closely with the Adoption team and sharing industry best practices
• Operational Excellence: Maintain accurate CRM records, forecast retention and growth metrics, and monitor account health to proactively address risks and opportunities

• A quick 15-minute intro call with our Talent team
• A 45-minute conversation with your potential manager - the EMEA Head of Key Accounts
• A final 1-hour session with our Customer Success leadership team, including a short presentation and Q&A