About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices. 

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

This role is dedicated to driving maximum adoption of Dotdigital’s personalisation platform (Fresh Relevance), across a portfolio of our largest and most strategic e-commerce clients. The successful candidate will act as a trusted advisor, helping customers unlock the full potential of the platform to deliver personalised, data-driven experiences that drive revenue and loyalty.To succeed, you’ll need to develop a strong understanding of the e-commerce technology landscape and confidently communicate the value of our innovative solutions. This is a highly collaborative role, working cross-functionally to ensure clients achieve measurable success and long-term value.

Responsibilities

• Strategic Account Management: Own and drive the strategic direction for a portfolio of key clients, aligning Dotdigital’s solutions with their marketing objectives and business goals.
• Customer Success & Retention: Foster long-term relationships to ensure customer satisfaction, retention, and loyalty. Act as a trusted advisor, delivering personalised support, product training, and strategic guidance.
• Revenue Growth & Performance: Achieve sales quotas through upsell and expansion opportunities, while proactively identifying areas for optimisation based on data insights and account performance.
• Client Engagement & Advocacy: Conduct regular Success Plans and present quarterly/annual account reviews to demonstrate value, secure renewals, and influence future adoption. Collaborate with Customer Marketing to drive client references and case studies.
• Cross-functional Collaboration: Partner with internal teams including Sales, Technical Support, Adoption, and Professional Services to deliver seamless, end-to-end client support.
• Platform Adoption & Enablement: Ensure clients maximise their use of the Fresh Relevance platform by working closely with the Adoption team and sharing industry best practices.
• Operational Excellence: Maintain accurate CRM records, forecast retention and growth metrics, and monitor account health to proactively address risks and opportunities.

About You

What You’ll Bring:

• 5+ years’ experience in eCommerce or marketing technology, ideally in a client-facing or strategic role.
• Proven ability to manage a portfolio of accounts, drive retention, and uncover upsell opportunities.
• Strong commercial awareness and a knack for finding win-win outcomes.
• Excellent communication and presentation skills - comfortable leading client calls and planning sessions.
• Organised, proactive, and confident in learning new platforms and demonstrating their value.

Bonus Points

• Familiarity with email marketing, web analytics, and eCommerce platforms.
• Analytical mindset - you enjoy turning data into actionable marketing strategies.
• Interest in CRO (Conversion Rate Optimisation) techniques.
• Basic understanding of HTML, CSS, or JavaScript.
• Experience with tools like Google Analytics or Dynamics CRM.
• Positive energy, curiosity, and a collaborative spirit.

Why Us

Don’t just take our word for it - hear what your future colleagues have to say about working in our team:

“We’re a close-knit team that thrives on collaboration, sharing ideas, asking questions, and solving challenges together. Everyone’s friendly and supportive, and if you’re a team player, you’ll be respected and feel right at home.” Andy Kay – Key Account Director

Interview Process

• A quick 15-minute intro call with our Talent team
• A 45-minute conversation with your potential manager - the EMEA Head of Key Accounts
• A final 1-hour session with our Customer Success leadership team, including a short presentation and Q&A

Some of Our Global Benefits

• Parental leave
• Medical benefits
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.