Managing Director, Web & Brand

About this role

The Managing Director of Web & Brand is a senior business leader accountable for client impact, delivery excellence, and commercial performance across the Web & Brand portfolio.

This role is responsible for driving profitable growth through retention, expansion, and strong delivery. The Managing Director serves as the executive sponsor for key clients, a builder of high-performing teams, and a critical partner in scaling the practice through delivering exceptional client outcomes across SMB, Mid-Market and Enterprise clients.

Success in this role requires strong judgment across executive client leadership, revenue growth, and delivery execution.

What You'll Do:

Client Leadership

- Serve as executive sponsor for priority and enterprise accounts, with accountability for client satisfaction, retention, and growth across the portfolio

- Build and deepen relationships with senior client stakeholders, positioning the agency as a strategic long-term partner

- Lead executive-level conversations that connect digital investments to measurable business outcomes, including revenue growth, pipeline acceleration, and operational efficiency

- Adapt engagement strategies based on client size, complexity, and maturity, ensuring the right level of senior involvement, structure, and commercial focus across the portfolio

- Step into complex, high-risk, or at-risk engagements across the portfolio to provide direction, strengthen client confidence, and protect account value

Commercial Ownership & Growth

- Drive revenue growth across the Web & Brand portfolio, with accountability for account expansion and contribution margin performance

- Set and lead clear account growth plans, including upsell, cross-sell, and service diversification targets (e.g., CRO)

- Identify and convert high-value growth opportunities within existing client relationships

- Play a leading role in new business development, including pitches, RFP responses, and shaping solutions for complex engagements

Delivery Excellence & Quality Assurance

- Ensure delivery performance across the portfolio, including quality, timelines, and client outcomes

- Define and implement clear delivery standards for complex, multi-disciplinary engagements, including thoughtful integration of AI into client work

- Step into underperforming engagements to reset direction, remove obstacles, and restore momentum

- Partner closely with leaders across Account & Project Management, Strategy, Design, & Development to ensure alignment between client strategy, scope, and execution

- Improve delivery processes and ways of working to increase consistency, speed, and quality

Financial, Pricing & Operational Leadership

- Own and drive financial performance across the portfolio, including contribution margin, utilization, revenue mix, and forecast accuracy

- Influence pricing strategy and deal structuring in partnership with Sales, ensuring scopes and pricing models align with delivery realities and margin targets

- Make commercially sound decisions across scope, resourcing, and timelines to optimize profitability while maintaining high-quality client outcomes

- Partner with Project Management and Operations to improve forecasting, resourcing, and allocation decisions, leveraging internal tools and data systems (e.g., Apollo, ClickUp, and related systems)

- Identify and address operational inefficiencies that impact margin, scalability, or delivery quality

Organizational Scaling & Structure

- Partner with executive leadership to evolve team structure in support of growth and increasing client complexity

- Establish clear ownership and decision-making across accounts, teams, and functions to improve accountability and execution

- Align talent, structure, and operating processes to support larger, more complex engagements

Team Leadership, Change & Capability Building

- Lead and evolve the Account Management function as a commercially strong, strategically driven discipline that directly contributes to revenue growth and client retention

- Spearhead cross-functional operating model improvements across Project Management, Strategy, Design, and Development to drive more efficient, scalable, and predictable client delivery

- Directly manage and develop senior leaders with clear ownership of business performance, client outcomes, and operational excellence

- Establish and reinforce performance standards, operating cadence, and accountability frameworks that scale with business growth

- Drive a high-performance team culture by improving clarity, accountability, and morale, while reinforcing behaviors that align with company values and client impact

- Coach and elevate leaders to strengthen commercial thinking, decision-making, and cross-functional collaboration, ensuring teams operate as an integrated system rather than siloed functions

- Direct reports my include Senior Manager, Account Management (2) and Account Director (1).

What Success Looks Like:

- Increased client retention and account expansion across the portfolio

- Stronger executive client relationships and more confident leadership across key engagements

- Improved contribution margin through stronger delivery and resourcing decisions

- Clear leadership accountability and operating discipline within Account Management

- Measurable gains in delivery consistency and client satisfaction

- Greater autonomy and effectiveness across account and project teams

What You'll Bring:

- 15+ years of experience in a digital agency or similar client services environment, with proven experience leading and growing large, complex client portfolios

- Proven track record of growing multi-million dollar accounts or business units

- Experience leading cross-functional teams at scale (Account, PM, Strategy, Design, Development)

- Strong commercial and financial acumen, including experience managing a P&L, forecasting, and resourcing decisions

- Ability…