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Account Director

Req ID#:  339548

Tranbjerg J, DK, 8310 Birmingham, GB, B4 6GA København N, DK, 2200 FR Coventry, GB, CV1 3BH DE Dessau, DE, 6844 FR Krefeld, DE, 47807 Coventry, GB, CV12TA FR NL Burgas, BG, 8000 BG GB Exeter, GB, EX1 1ST Athens, GR, 104 34 PAU, FR, 64000 PT Bedfordshire, GB, LU4 9TT PT Middlesex, GB, TW6 2GW ES Plymouth, GB København SV, DK, 2450 Sevilla, ES, 41920 DK FR Dusseldorf, DE, 40476 Sevilla, ES, 41011 B, ES BLOIS CEDEX, FR, 41043 GB Wittenberg, DE, 6886 Stratford upon Avon, GB, CV37 9HY EuroCentral, GB, ML1 4WQ VERVINS, FR, 02140 ES Swansea, GB, SA79BB Perigny, FR, 17180 Lisboa, PT, 1990-084 Getafe, ES, 28906 Polska, PL, 66-400 FR GB Madrid, ES, 28045 PT GB PT Paris, FR, 75009 Berlin, DE, 13629 Sofia, BG, 1407 Magdeburg, DE, 39112 Kingston upon Thames, GB, KT2 6LZ Belgrade, RS, 11070 FR Milano, IT, 20147 Sønderborg, DK, 6400 Berlin, DE, 13629 GB M, ES, 28045Previ PL GB Varna, BG, 9009 Barcelona, ES, 8940 Potsdam, DE, 14471 GB IT ROMAINVILLE, FR, 93230 Derriford, GB, PL6 5AA PT FR Paris, FR, 75009 JUILLAN, FR, 65290 FR NANCY, FR, 54000 FR Troyes, FR, 10000 FR Nisava, RS, 18000 Exeter, GB, EX1 1ST GB FR Madrid, ES, 28045 FR WASQUEHAL, FR, 59290 SAINT ETIENNE DU ROUVRAY CEDEX, FR, 76801 Copenhagen, DK, 1050 Best, NL, 5684 PK Dessau, DE, 6844 PT Dusseldorf, DE, 40476 Krefeld, DE, 47807 RS Romainville, FR, 93230 BG FR ES FR Potsdam, DE, 14471 FR FR Watford, GB, WD25 7GS IE Las Rozas, ES, 28230 GB Warsaw, PL, 02-675 IT Porto, PT, 4050-344 FR Copenhagen, DK, 2300 Madrid, ES, 28830 ST JEAN BONNEFOND, FR, 42650 Newcastle upon Tyne, GB, NE12 8EW

Account Director



The Account Management team acts as the conduit between the client and Sitel, understanding the client strategy, ensuring account strategy and delivery. As the relationship owner and builder, the Account Management team retains, grows and diversifies the account.




The Account Director is the owner of a logo, and manages a team of Account Managers.

The Account Director should should ensure that Sitel Group strategy is fully deployed across the account to understand client strategy and priorities and to ensure aligned Account Strategy and delivery to it across all areas of the business and relationship. They are the contract custodian, pricing lead and support the Account Manager product, policies, operations, quality, training, reporting and IT.

The Account Director should understand the customer thoroughly, their strategy, their organization, company culture, their industry vertical, customer journey, pain points and needs, especially the not-so-obvious ones, and proactively offer win-win solutions to address and exceed the needs of the client.



  • Strategic Growth: developing a complete understanding of account needs, and anticipating account changes and improvements. Driving proposal management with a clear WIN strategy.
  • Developing a solid and trusting relationship between clients and Sitel.
  • Communicating with clients to understand their needs and explain product value.
  • Manage delivery to SOW as One Sitel team.
  • Planning account strategy (SWOT, RASIC and governance models).
  • Managing communications between clients and internal teams and resolving key client issues and escalations.
  • Negotiating and managing contracts with the client (MSA, SOW, renewals, amendments)
  • Managing budgets, forecasting, reporting and pricing models of clients
  • Working on RFP and RFI processes
  • Working with internal teams dedicated to the same client account to ensure the highest quality delivery and all client needs met.
  • Planning and presenting reports on account progress, goals, and initiatives to share with internal stakeholders and client.
  • Maintaining updated knowledge of company products and services.
  • Acting as the client's representative to ensure that their demands are met with a focus on improving the customer experience.
  • Managing changes and projects.
  • Developing a complete understanding of account needs, and anticipating account changes and improvements.








  • 5+ years in an Account Management role, minimum 3 years as Account Manager
  • BPO Industry experience
  • Client-facing role experience
  • Vertical experience – industries
  • Operational experience
  • Managing diverse and multi-functional teams remotely
  • Proven ability to manage people and accounts, including large scale logo growth in scale and diversification


  •  Higher education



  • English (required)
  • Other languages (nice to have)


Tools and Applications

  • CRM (e.g. Salesforce)
  • Document/Contract management (e.g. Spring CM)
  • MS Office (Excel, Word, PowerPoint, Teams)

Account Director

Job Segment: Account Manager, Manager, Network, BPO, Pre-Sales, Sales, Management, Technology, Operations

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