Senior Account Manager

About this role

About The Job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. It's an exciting time to join HM Revenue and Customs (HMRC). As the UK's tax authority, we collect the money that pays for public services and support millions of customers every year to get their tax and benefits right. HMRC Communications delivers professional, high impact communications and campaigns across the organisation and is part of the Government Communication Service (GCS). It is one of the largest communications teams in the public sector. This enables us to offer excellent opportunities to talented people, both in terms of the breadth of our work and in opportunities for career development. Brand and Creative sits within HMRC Communications and provides specialist design, motion and creative support for priority campaigns and business objectives. We're responsible for enabling and developing innovative, creative content that support business objectives and meets the needs of our internal and external customers. With 72,000+ employees, 45 million individual and 4.9 million business customers, our reach is vast. We also work on cross-government campaigns to support Cabinet Office and GCS priorities. Job Description As a Senior Account Manager, you will play a key role within the Brand and Creative team, ensuring the successful delivery of a wide range of creative commissions for internal clients and stakeholders. This will include managing end-to-end creative projects as well as fast-paced, responsive content requests. You will act as the primary link between clients and creative teams, overseeing resource allocation, project planning and delivery schedules to ensure high-quality work is delivered on time, both through internal teams and external agency partners. Supporting every stage of the creative process, from briefing and creative strategy through to concept development and production, you will ensure that stakeholders and delivery teams are aligned, informed and clear on their roles and responsibilities throughout. Your ability to build strong, trusted relationships across the organisation will have a direct impact on the team's effectiveness and reputation. Working collaboratively with colleagues, you will help position Brand and Creative as a centre of excellence, supporting and enabling high-quality creative delivery across HMRC. This is a busy, varied and fast-paced role where no two days are the same. Managing multiple projects, stakeholders and delivery teams simultaneously, you will combine strong creative and communications expertise with the confidence to influence, challenge and motivate others, ensuring accountability and successful delivery at every stage. For further information regarding the role please contact Paul Dixon - paul.dixon1@hmrc.gov.uk Person specification Key Responsibilities • Own the end-to-end creative project management lifecycle, ensuring requirements, deliverables and expectations are clearly defined, communicated and translated into actionable plans for delivery teams. Monitor project schedules, resources and workloads to ensure successful delivery. • Lead the team's project management and workflow processes, using tools such as Monday.com to manage demand, prioritisation, resource allocation and delivery. Embed best practice across Account Management and Creative teams, ensuring high-quality briefing, efficient ways of working and the successful delivery of multiple concurrent projects. • Act as the primary point of contact for clients, building trusted relationships and serving as the key liaison between stakeholders and creative teams. Manage expectations throughout the project lifecycle and ensure effective communication at every stage. • Provide challenge and guidance during briefing and delivery phases to ensure robust processes are followed. Advise clients on the most appropriate creative solutions, brand standards, accessibility requirements, audience insight needs and procurement considerations. • Commission and manage third-party creative agencies and suppliers to support campaign delivery, working closely with stakeholders to ensure activity meets objectives, timelines and quality standards. This may include services such as voiceovers, studio bookings, photography, illustration, animation and specialist creative resource. • Collaborate with internal clients to understand advertising and media creative requirements, translating technical specifications into clear, actionable briefs for creative teams. • Present creative work and project progress to clients and stakeholders, coordinating the delivery schedule across creative teams to ensure outputs are delivered on time, on budget and to a high standard. • Evaluate project delivery and client satisfaction, using feedback and performance measures to demonstrate value, effectiveness and return on investment. • Drive continuous improvement across Account Management and Creative teams, identifying opportunities to strengthen processes, improve collaboration and enhance the overall service offer. • Manage, mentor and develop Account Managers within the Brand and Creative team, helping to build capability and maintain excellent client service standards. Provide effective line management for 1-2 team members through regular performance conversations, coaching, development planning and ongoing support. • Stay informed of emerging trends, technologies and best practice in creative delivery, communications and project management, bringing new ideas and innovation into the team while providing guidance and support to colleagues. • Actively contribute to Government Communication Service (GCS) networks and communities of practice, sharing learning, adopting best practice and building strong cross-government relationships to enhance the team's effectiveness and reputation. Essential Criteria • Significant experience in account management, project management or campaign delivery within a fast-paced agency, in-house creative or communications environment. • Professional qualification in communications, marketing, project management or a related discipline, and/or membership of a relevant professional body, with a commitment to maintaining relevant qualifications and memberships. • Proven ability to manage multiple projects simultaneously, balancing competing priorities, meeting deadlines, maintaining high standards and effectively managing client expectations. • Strong stakeholder management, relationship-building and communication skills, with the confidence to advise, influence, challenge constructively and present ideas clearly to a range of audiences. • Experience delivering integrated creative campaigns and communications across brand, marketing, publishing, digital, social and corporate channels. • Good understanding of brand management, design processes, accessibility standards, content production, creative production and the technical requirements of multi-channel communications and marketing assets. • Strong organisational and project management skills, including the use of project management and workflow tools, with a proactive approach to planning, monitoring and reporting. Further Location Information Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application. Office closures For more information on where you might be working, review this information on our locations . If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time. These Sites Are • Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle • Lynx House, Portsmouth - moving to an alternative office in Portsmouth You will be given more information about what this means at the job offer stage. Leeds Locations Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC's Moves Adjustment Payment guidance. Qualifications You should hold a :- Professional qualification in communications, marketing, project management or a related discipline, and/or membership of a relevant professional body, with a commitment to maintaining relevant qualifications and memberships.. Behaviours We'll assess you against these behaviours during the selection process: • Managing a Quality Service • Delivering at Pace Benefits Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window). HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. • Family friendly policies. • Personal support. • Coaching and development. To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service Things you need to know Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use. Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. How To Apply As part of the application process, you will be asked to provide the following: • A name-blind CV including your job history, qualifications and previous experiences. Your job history should be for up to your last 4 roles and no more than 150 words per role. • A 750-word personal statement. Y our personal statement should show how you meet the person specification and essential criteria. Further details around what this will entail are listed on the application form. Sift In the event of a large number of applications being received, an initial sift may be held on the CV. At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview. We may also raise the score required at any stage of the process if we receive a high number of applications. Interview During the panel interview, you will be assessed onExperience, Behaviours and Strengths. This is an example of a strengths-based question. "It is often said that the customer's…