Senior Account Manager (London / hybrid)

About Hex

Hex is an experience design agency specialising in branding, websites and digital products for organisations on a mission. We help ambitious clients - from some of the world's most important conservation organizations including BirdLife International, Conservation International and IUCN to household name brands such as Trustpilot and Too Good To Go - design and build high-performing digital platforms that drive engagement, growth and meaningful impact.
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Our work spans discovery and strategy through UX, visual design and engineering to launch, optimisation and ongoing evolution. Research sits at the heart of this process as we believe strong insight leads to better decisions, stronger products and more impactful digital experiences.

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.

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, commercial discussions, scoping and contracting
  
• 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 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 understanding of how platforms connect across content, data, marketing and user journeys
  
• Comfortable working with emerging AI tools and workflows, or excited to learn
  
• Commercially aware, with an interest in growing long-term partnerships
  
• Organised and pragmatic, able to balance strategic thinking with delivery realities
  

Experience

• This role is ideal for an experienced Mid/Senior Account Manager or Digital Strategist looking to move into a more strategically focused position, with greater ownership over digital direction and long-term platform growth
• 5+ years’ experience in a digital agency working on design, build and marketing of websites and digital products
  
• Strong experience managing client relationships and acting as a trusted strategic partner
  
• Experience working effectively within interdisciplinary teams (e.g., alongside researchers, UX designers, visual designers, and engineers) to translate strategy into successful digital solutions
  
• Strong understanding of how research informs strategy, with experience supporting or contributing to stakeholder workshops, user research and insight synthesis
  
• Proven ability to work across multiple projects or accounts simultaneously
  

Benefits

• Flexible hybrid working policy
• Competitive salary + company pension
  
• Yearly training budget and access to ongoing off-site training/conferences
  
• Company MacBook Pro
  
• Regular social events
  
• Team lunches
  
• 25 days holiday plus 1 extra for each anniversary with us