Senior Account Director

Location: New York

Job Description:

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that delivers unique, personalized customer experiences across platforms and devices. For over 30 years, Fortune 1000 companies have partnered with Merkle to maximize the value of their customer portfolios.

With 16,000+ teammates across 50+ global offices, we bring together diverse expertise: 5,000+ technologists and engineers, 4,500+ data analysts and scientists, 3,000+ strategists and operators, 2,500+ loyalty and engagement experts, and 1,000+ designers and UX professionals. As part of Dentsu, we combine media and creative excellence with data, CX, and technology depth to deliver end-to-end solutions.

The Senior Account Director is a senior client leadership role within Merkle’s Account Management function, focused on Digital Transformation. In this role, you are the primary steward of one to three digital transformation clients, responsible for the health of those relationships, the commercial performance of your engagements, and the quality of the experience clients have with Merkle day in and day out.

Digital Transformation at Merkle spans the design and delivery of web and app experiences, front-end and back-end development, UX, commerce platforms, and the ecosystems that connect them. You do not need to be a technologist, but you need to be fluent enough in how these solutions are built and sold to lead client conversations with credibility, connect client problems to the right capabilities, and identify growth opportunities before they become obvious.

This role sits at the intersection of relationship depth, commercial discipline, and proactive advisory, where client trust is earned and account momentum is built. You will partner closely with Client Partners, Project Managers, and capability leads to ensure seamless execution and an exceptional client experience.

Responsibilities Build and sustain trusted, multi-threaded client relationships that position Merkle as an indispensable partner. Develop a deep understanding of each client’s business model, competitive landscape, and strategic priorities to lead with insight rather than simply respond to requests.

Bring forward-looking perspective to clients by identifying emerging needs, flagging risks early, and connecting business challenges to Merkle capabilities and alliance partner solutions.

Navigate complex stakeholder environments, managing alignment across client buyers, delivery leads, technology partners, and senior sponsors while serving as the bridge between client expectations and internal execution.

Own the commercial health of assigned accounts, including revenue forecasting, scope management, change order execution, and Salesforce accuracy to ensure engagements remain financially sound and well-documented.

Contribute to account retention, renewal strategies, and growth planning in partnership with Client Partners and Growth teams, including identifying and developing expansion opportunities.

Provide strategic context to delivery teams by translating client priorities into actionable direction that improves execution and keeps work aligned with business objectives.

Develop and mentor junior account team members while modeling best practices in client leadership and account management.

Qualifications
10+ years of experience in account management or client services within a digital agency, consulting firm, or technology services organization.

Demonstrated experience supporting or leading Digital Transformation engagements, including web and mobile application development, UX initiatives, commerce platforms, and enterprise technology implementations. Ability to discuss these solutions credibly with client stakeholders.

Proven track record of managing and growing senior client relationships, driving client retention, and generating organic account growth.

Strong commercial acumen, including experience with revenue forecasting, scope management, profitability discussions, and services engagement financials.

Exceptional communication and stakeholder management skills, with the ability to effectively engage across all levels of an organization from project teams to executive leadership.

Experience partnering closely with Project Managers and Delivery leaders on complex, multi-workstream engagements and understanding of effective account management and delivery team collaboration.

Proficiency with Salesforce or a similar CRM platform for forecasting, pipeline…