Director of Account Management

We're looking for a commercially minded people leader who can combine strategic thinking with strong operational execution. With a continuous improvement mindset. 

You'll bring: 

• 10+ years' experience in Account Management Leadership, Client Leadership, Commercial Leadership or a related customer-facing leadership environment. 
• Significant experience leading, coaching and developing high-performing customer-facing teams. 
• A strong track record of people leadership, including performance management, coaching, development and conflict resolution. 
• Experience of the specialty insurance market, London Market operations or the wider insurance ecosystem would be highly advantageous. 
• The gravitas and executive presence to influence confidently at all levels of an organisation. 
• Strong commercial acumen across customer value, retention, renewals and account growth. 
• Experience designing, implementing or improving account management operating models, governance and performance routines. 
• Excellent organisation and planning skills, with the ability to turn strategy into structured execution. 
• Strong communication skills and the ability to simplify complex issues and give teams clear direction. 
• The ability to lead through others – delegating effectively while maintaining accountability. 

#LI-Hybrid

What you'll be responsible for

Lead and develop a high-performing team

• You'll lead, coach and develop a team of highly experienced Account Managers
• You'll create clarity around objectives, expectations and performance, establish strong coaching and development rhythms, and build a culture centred on accountability, collaboration, customer outcomes and continuous improvement.
• You'll also play an important role in attracting and retaining great talent, developing future leaders and creating meaningful opportunities for progression.

Shape our Account Management strategy

• You'll define and execute the SBS Account Management strategy and operating model, ensuring our approach to customers is consistent, disciplined and commercially focused.
• You'll establish effective account segmentation and engagement models, strengthen account planning and oversee executive sponsorship and senior stakeholder engagement across priority clients.
• As a senior escalation point, you'll also help navigate complex customer issues and retention risks, while ensuring the voice of the customer is heard in wider Commercial and business planning.

Own customer retention and growth

• You'll have clear ownership of the overall retention, renewal and growth performance of the managed account portfolio.
• Working closely with Senior leadership, you'll ensure renewal planning is proactive and that opportunities for expansion, cross-sell and upsell are identified and progressed effectively.
• You'll bring together customer insight, account health, commercial performance and market intelligence to identify both risks and opportunities - ensuring teams are focused not just on revenue, but on delivering genuine long-term customer value.

Drive operational excellence

• You'll establish the governance, processes and operating rhythms that enable the Account Management organisation to perform at its best.
• That includes strengthening account planning, customer health measures, reporting and renewal processes, while identifying opportunities to simplify, standardise or automate how the team works.
• You'll bring structure and visibility to customer risks, actions and opportunities, ensuring issues have clear ownership and are actively managed.

We're looking for a commercially minded people leader who can combine strategic thinking with strong operational execution. With a continuous improvement mindset.

You'll bring:

• 10+ years' experience in Account Management Leadership, Client Leadership, Commercial Leadership or a related customer-facing leadership environment.
• Significant experience leading, coaching and developing high-performing customer-facing teams.
• A strong track record of people leadership, including performance management, coaching, development and conflict resolution.
• Experience of the specialty insurance market, London Market operations or the wider insurance ecosystem would be highly advantageous.
• The gravitas and executive presence to influence confidently at all levels of an organisation.
• Strong commercial acumen across customer value, retention, renewals and account growth.
• Experience designing, implementing or improving account management operating models, governance and performance routines.
• Excellent organisation and planning skills, with the ability to turn strategy into structured execution.
• Strong communication skills and the ability to simplify complex issues and give teams clear direction.
• The ability to lead through others - delegating effectively while maintaining accountability.

#LI-Hybrid