Job Specifications
The Role
At Hex, our client service team works at the intersection of digital product thinking, design and technology, helping organisations translate complex challenges into high-performing websites and digital platforms.
We partner with a broad range of clients, from some of the world’s most important conservation organisations and international non-profits including BirdLife International, IUCN and Conservation International, through to government bodies, fintech and edtech innovators. While the sectors vary, the common thread is ambition. These organisations are looking to create meaningful digital experiences that deliver measurable impact.
The Senior Account Manager plays a pivotal role within this process, often needing to get to grips with new and complex subject matter quickly. You will help shape digital direction, support strategic decision-making and ensure that the platforms we design and build continue to evolve through data-led optimisation and ongoing growth.
AI is increasingly embedded within how we work, from research and insight synthesis to design exploration, content workflows, delivery efficiency and optimisation. You will help integrate AI-enabled approaches into strategic thinking and client work where appropriate, ensuring we continue to deliver smarter, faster and more effective outcomes.
Working closely with clients and multidisciplinary teams across research, UX, creative, design, engineering and marketing, you will translate client challenges into clear strategic approaches that deliver outstanding digital products.
This is a hybrid role, requiring 2-3 days per week in our London office/meeting clients.
Key Responsibilities
Account Management & Development
Lead and manage key client account strategy, ensuring satisfaction, strategic direction and successful outcomes.
Identify opportunities to extend partnerships through platform evolution, optimisation programmes or new initiatives.
Support proposal development, scoping and commercial discussions.
Contribute to long-term account growth planning.
Client Strategy & Partnership
Act as a trusted strategic partner to clients, building a deep understanding of organisational goals, audiences and digital maturity.
Translate business objectives into actionable digital strategies focused on websites and platform ecosystems.
Facilitate strategic discussions, roadmap planning and performance reviews.
Maintain alignment between client priorities and delivery teams throughout projects.
Strategic Thinking
Bring structure and clarity to complex digital challenges, balancing client needs, project needs and technical feasibility with commercial and strategic needs of the agency.
Clearly document and articulate the strategic vision and digital direction for clients, ensuring all internal teams and client stakeholders are aligned on priorities and goals.
Create strategic roadmaps and documentation that support clear prioritisation, forward planning and the successful development of long-term client partnerships, including scoping future phases of work.
Stay informed on trends across digital platforms, UX, AI workflows and performance marketing.
Research & Insight
Support the research team in planning and facilitating stakeholder workshops to align vision, priorities and success measures.
Participate in stakeholder interviews and user interviews to uncover insights that inform strategy and UX direction.
Collaborate with the marketing team to translate research insights into channel-specific strategies across SEO, GEO, PPC, CRM and paid social, ensuring positioning, messaging and content are optimised for acquisition, engagement and conversion.
Contribute to research synthesis, helping turn insight into clear recommendations and client-ready reporting.
Leverage AI-assisted tools where appropriate to accelerate research analysis and insight generation.
Ensure research findings inform decision-making across design, build and optimisation phases.
Digital Product Strategy & Optimisation
Collaborate with creative, design and engineering teams to ensure strategic intent carries through delivery.
Help define KPIs and measurement frameworks for websites and digital platforms.
Use analytics and performance insights to identify opportunities for ongoing product and marketing optimisation.
Support experimentation, CRO initiatives and marketing-led growth strategies.
Explore AI-enabled opportunities for improving user experience, workflows or performance outcomes.
Qualities & Characteristics
Strong strategic thinker with the ability to translate complexity into clear direction.
Excellent communicator, able to articulate ideas clearly to both clients (including senior executives and c-suite) and internal teams.
Collaborative and comfortable working across multidisciplinary environments.
Curious and insight-driven, with a desire to understand users, organisations and markets.
Knowledge of digital ecosystems, with websites at the heart and an und