Client Service / Account Manager

Client Service / Account Manager

Job Title: Client Service / Account Manager

Location: Dubai, UAE

Department: Marketing

Reports to: Marketing Manager

Role Overview

This role exists to make marketing feel professional, organised and easy to work with for brokers.

The Client Service / Account Manager is the primary day-to-day point of contact between brokers and the in-house marketing team. You are accountable for the broker experience of working with marketing, including clarity, responsiveness, professionalism and confidence in delivery.

This role does not set marketing strategy or priorities. It ensures agreed work is delivered clearly, on time and to standard, while protecting both brokers and delivery teams from unnecessary friction.

Key Responsibilities

Broker Experience & Stakeholder Management

• Own the day-to-day broker experience of working with the marketing team
• Act as a calm, professional and reliable point of contact for all active work
• Set clear expectations on timelines, scope and outcomes from the outset
• Communicate proactively, especially when timelines shift or issues arise
• Build trusted, consistent working relationships grounded in follow-through

Briefing & Workflow Management

• Own the briefing process from intake through to delivery
• Ensure briefs are complete, clear and aligned to White & Co standards before work begins
• Translate broker requests into actionable briefs for creative, content, video and digital teams
• Track progress across jobs, flag risks early and keep work moving
• Coordinate across internal teams and external suppliers where required

Quality Control & Delivery

• Ensure all output meets agreed brand, quality and accuracy standards before release
• Manage feedback loops cleanly and efficiently to avoid unnecessary rework
• Ensure the delivery experience feels organised, responsive and well-managed, not reactive or chaotic
• Escalate quality or delivery concerns to the Marketing Manager where required

Feedback & Experience Ownership

• Take ownership of broker feedback related to marketing delivery and experience
• Review Google Form feedback scores regularly, focusing on quality of work and quality of experience
• Understand the drivers behind feedback scores and address experience-related issues directly where appropriate
• Escalate recurring or systemic issues to the Marketing Manager
• Use feedback to continuously improve communication, clarity and delivery consistency

Process & Ways of Working

• Follow agreed marketing processes, standards and ways of working
• Reinforce use of briefing templates, timelines and tools such as Monday.com
• Flag recurring bottlenecks or friction points to the Marketing Manager
• Contribute to a calm, solutions-led and accountable team culture

What Success Looks Like

• Brokers consistently rate marketing highly for both quality of work and quality of experience via Google feedback forms
• Brokers describe marketing as easy to work with, responsive and professional
• Briefs are clear, structured and actionable, with fewer revisions and less last-minute pressure
• Work is delivered on time with issues anticipated and communicated early
• Feedback trends improve over time, not just individual scores
• Internal delivery teams feel protected from noise and reactive requests

Skills & Experience

• 5 years’ experience in account management, client service or project coordination
• Experience in an agency, in-house marketing or fast-paced service environment
• Strong written and verbal communication skills
• Highly organised with excellent attention to detail
• Calm under pressure and confident in managing multiple priorities
• Comfortable managing stakeholders without being confrontational
• Real estate experience is beneficial but not essential.