Senior Account Manager

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.

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.

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.

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.

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.