The Mandate: Leading the Growth Pod
First Page Digital is APAC's highest-rated digital agency. As we pivot to a Net Revenue Retention (NRR) model, we need hands-on leaders who can drive performance, not just manage tasks.
We are looking for a Team Lead to manage a pod of Strategic Account Managers. You will be responsible for the aggregate retention and growth of your pod's client portfolio. You are a deal coach, a retention strategist, and a mentor who turns good Account Managers into great Commercial Consultants.
Your goal is simple: Ensure your pod achieves >100% Net Revenue Retention (NRR) by coaching your team to protect their base and expand their accounts.
Key Responsibilities
1. Pod Performance Management (NRR Focus)
- Own the Pod P&L: You are accountable for the monthly retention (GRR) and expansion (NRR) targets of your pod. You will run weekly pipeline reviews with your team to forecast renewals and identify upsell opportunities.
- Deal Coaching: Act as the Deal Desk for your team. Help AMs structure complex proposals, pricing strategies, and productised upsells to ensure they are closing profitable growth.
- Churn Defense: You are the primary escalation point for at-risk clients. When a client's health score drops or a complaint comes in, you step in to lead the save strategy and stabilise the relationship.
2. Quality Assurance & Coaching
- Shadow & Certify: Regularly shadow your AMs during Quarterly Business Reviews (QBRs) and client pitches. Provide live feedback on their consultative selling style and ability to discuss ROI.
- Roadmap Approval: Review and approve the Account Value Vision (12-month strategic roadmap) for the top 20% of clients in your pod, ensuring every key account has a clear growth plan.
- Skill Development: Identify skill gaps in your pod (e.g., weak at negotiating or poor financial literacy) and run micro-training sessions to upskill them.
3. Operational Rhythm
- Enforce Proactivity: Ensure your team is adhering to the proactive engagement cadence (QBRs, Monthly Reports, Strategy Calls). Ensure they are not falling into the reactive support trap.
- Cross-Department Synergy: Act as the bridge between your pod and the Technical Teams (SEO/Paid Media). Ensure the tech teams are feeding your AMs with performance insights that can be turned into revenue opportunities.
What We Need From You
- Experience: 5+ years in Digital Marketing Account Management, with at least 1-2 years of experience mentoring or leading junior team members.
- Track Record of Growth: Proven history of growing a portfolio (high NRR) and saving difficult client relationships.
- Consultative Sales Skills: You are an expert at uncovering client business needs and connecting agency services to C-level business goals (Revenue, CLV, ROAS).
- Crisis Management: You stay calm under pressure. You can de-escalate an angry client and turn a complaint into a constructive conversation.
- Analytical Ability: You can look at a CRM dashboard, spot a churn risk trend (e.g., declining engagement), and direct your team to fix it.
Key Performance Indicators (KPIs)
- Pod Net Revenue Retention (NRR): >100% (The aggregate growth of your team's accounts).
- Pod Gross Revenue Retention (GRR): >94% (Minimizing churn in your pod).
- QBR Completion Rate: 100% of clients in your pod receiving strategic quarterly reviews.
- Team Development: Progression of your direct reports (e.g., promoting Juniors to Seniors).
The Perks
- Leadership Pathway: Clear progression path to Head of Client Success.
- Standard Agency Benefits: Guaranteed yearly increment , flexible work arrangements , medical/dental benefits , and monthly team building.
How to Apply
Please attach your CV and we'll be in touch for a confidential chat. Let's do
great things together!
