Managing Director, Web & Brand

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 r