Group Account Director/ Business Director - New York - Buttermilk

Description

Group Account Director / Business Director (US)

Department: Client Services

Location: New York, NY (hybrid) — must be based in NY or commutable

About Buttermilk

Buttermilk is a creative agency shaping the future of the creator economy. We deliver work that's as culturally sharp as it is commercially impactful, partnering with the world's most recognisable brands to drive real results and real connection.

We celebrate individuality, move with intent, and support ambitious growth without compromising wellbeing.

Our Values

• Celebrate what makes us weird, with care for others
• Build on intent, not impulse
• Fail fast, learn faster
• Be supported by systems, not limited by them
• Be ambitious, pursue it healthily

Role Overview

The Group Account Director / Business Director leads a portfolio of high-value, global accounts, managing senior client relationships, driving strategic growth, and ensuring Buttermilk's high standards are met across all work.

You'll oversee and mentor Senior Account Directors and Senior Account Managers, supporting them in achieving growth targets and delivering exceptional results. This role demands strategic vision, commercial acumen, and strong leadership, balancing client satisfaction with profitability and operational excellence.

Key Responsibilities

• Serve as the key relationship manager for major accounts, conducting regular check-ins with senior stakeholders.
• Act as the escalation point for client issues, ensuring quick resolution and maintaining satisfaction.
• Build deep, long-term partnerships with senior clients, identifying opportunities for strategic collaboration and growth.
• Develop and implement growth plans across accounts, supporting SADs and SAMs to meet and exceed targets.
• Identify and capitalise on new business opportunities, including community-first projects and lateral growth within client groups.
• Lead, mentor, and line manage SADs and SAMs, fostering their professional growth and performance.
• Oversee delivery of client proposals, reports, awards submissions, and pitches, ensuring quality and timeliness.
• Manage SOW approvals and ensure accurate, prompt invoicing.
• Maintain profitability by managing budgets, tracking hours, and optimising resources.
• Protect margins by effectively managing scope changes and resource allocation.
• Lead and support high-profile pitches from concept to execution.

Core Competencies

Lead and manage senior client relationships, ensuring ongoing satisfaction and trust.

Set clear expectations and consistently exceed client expectations across multiple accounts.

Proactively identify client needs and ensure the agency delivers tailored solutions.

Develop and strengthen long-term client relationships through exceptional communication and service.

Client Business Understanding

Demonstrate expert knowledge of client industries, market trends, and competitors, providing thought leadership.

Align client business goals with the agency's strategic offerings, ensuring measurable impact.

Drive the development of strategies that meet client objectives and anticipate their future needs.

Use industry insights to inform strategic decision-making and guide clients through market complexities.

Act as a role model and inspire enthusiasm within the team and with clients, setting a positive tone for collaboration.

Drive strategic vision across teams, ensuring all functions align to deliver client goals effectively.

Champion the agency's culture internally, encouraging innovation, and motivating teams to achieve excellence.

Build strong internal relationships to foster teamwork and ensure optimal service delivery to clients.

Client Retention & Growth

Lead the development and execution of growth strategies within existing accounts, expanding relationships and increasing revenue.

Identify new business opportunities within client portfolios and initiate expansion plans.

Secure high-value renewals and manage multi-year partnerships to ensure long-term client success.

Foster client satisfaction and loyalty through proactive management and strategic thinking.

Critical Thinking & Problem-Solving

Apply a strategic mindset to every aspect of client engagement, from initial briefings to final delivery.

Solve complex client problems by offering innovative, actionable solutions based on data and insights.

Ensure alignment of agency capabilities with client needs, steering both short- and long-term strategies.

Oversee the development of strategic tools and frameworks that enhance decision-making and execution.

Presentation & Communication Ability

Deliver high-stakes presentations with confidence, tailoring messaging to different audience levels (senior clients, internal teams).

Lead executive-level meetings and effectively communicate agency strategies, value, and recommendations.

Craft compelling narratives that engage clients, clearly articulating the agency's vision and driving decision-making.

Influence key stakeholders, ensuring alignment and buy-in to strategies and initiatives.

Success Metrics

• High client satisfaction (NPS)
• Strong client retention and long-term relationship growth
• Increased revenue and service expansion within accounts
• Maintained account and project profitability
• Timely, high-quality project delivery
• Depth and breadth of client mapping and relationship building

Required Experience & Skills

• 10+ years of account management experience, ideally in a creative or marketing agency.
• Proven track record managing large, complex accounts for global brands.
• Strong pitch leadership, with the ability to win high-value new business.
• Extensive experience in account ownership, managing both operational and financial elements.
• Beauty industry experience highly desirable.
• Exceptional leadership skills with a proven ability to develop high-performing teams.
• Demonstrated success in driving growth, achieving targets, and fostering long-term client partnerships.