- Strong experience in multicultural communications, translation or language services , with the ability to scope practical solutions that meet diverse client needs.
- Demonstrated experience preparing quotes, scoping projects and responding to RFQs, tenders and procurement processes in a commercial environment.
- A hands-on leader who enjoys balancing people leadership with client strategy, account management and commercial scoping.

Why Join Us

- Hybrid work: 3 days in our Richmond HQ, 2 days from home
- Modern office in Cremorne (near East Richmond Station)
- Purpose-driven work that shapes how Australia connects with every culture

About Ethnolink

Ethnolink is Australia's largest multicultural communications and engagement agency. We work with government and not-for-profit clients to design inclusive, culturally relevant campaigns and projects that reach and resonate with diverse communities across Australia. Our services span research and insights, communications strategy, public relations, creative development, community engagement, media, and translation-delivering end-to-end solutions that build trust and drive action.

Position Overview

The Head of Account Management leads Ethnolink's Account Management business unit and is responsible for the overall commercial performance of existing client relationships across the organisation. This role oversees client relationships, revenue growth, account development and commercial performance to ensure clients receive exceptional service while achieving sustainable revenue, profitability and long-term partnerships.

This is a senior leadership role requiring strong commercial judgement, strategic relationship management and the ability to lead and develop a high-performing team. The Head of Account Management works closely with senior management to align account management strategy with wider business goals, strengthen client relationships and support Ethnolink's continued growth.

A key focus of this role is to lead the ongoing evolution of the Account Management function and Ethnolink's client experience. This includes strengthening strategic account management,



improving commercial processes and embedding AI-enabled tools and CRM capabilities to improve efficiency, forecasting, client insights and long-term account growth while maintaining exceptional service standards.

Key Responsibilities

Strategic Leadership and Business Direction

- Provide strategic leadership and direction to the Account Management business unit.
- Align Account Management strategy, priorities and operational planning with Ethnolink's broader business goals.
- Provide expert commercial advice and support to the CEO and senior leadership team as required.
- Build an Account Management function that remains current, adaptable and future-ready as client expectations, procurement practices and technology continue to evolve.

Commercial Performance and Client Success

- Oversee the commercial performance of the Account Management function to achieve revenue, gross margin and client retention targets.
- Manage a small portfolio of strategic clients, ensuring exceptional service, sustainable revenue growth, strong client retention and commercially successful outcomes.
- Develop and implement strategic account plans that maximise client lifetime value and long-term growth.
- Provide senior oversight and strategic support for high-profile, complex or sensitive client relationships where executive involvement is required.
- Oversee significant tenders, RFQs and panel submissions, coordinating internal subject matter experts to deliver commercially competitive and compliant proposals.
- Contribute to the preparation of strategic tenders, RFQs and panel submissions where required.
- Take ownership of significant client and commercial escalations, exercising sound judgement and resolving issues effectively.
- Maintain accurate data and reporting across operational and financial systems,



providing clear, reliable commercial reporting.

Team Leadership and Performance Management

- Lead, manage, mentor and develop the Account Management team, ensuring team members have the tools, training, guidance and support required to perform at a high level.
- Drive team accountability, robust commercial performance and a consistently high-quality client experience.
- Conduct regular meetings to monitor pipeline, account performance, workload and emerging issues.
- Support recruitment, onboarding and development of team members.
- Set measurables and quarterly priorities, monitor performance against expectations and ensure annual performance reviews are completed effectively and on time.
- Support strong adherence to probation processes, including timely feedback, performance evaluation and early management of concerns.

Cross-Functional Collaboration

- Work closely with the Growth, Language Services and Multicultural Communications & Engagement teams to scope commercially viable solutions for prospective and existing clients.
- Support strong collaboration across teams to maintain excellent service standards and a consistently high-quality client experience.

Desired Skills & Qualifications

- 5+ years' experience in account management, business development or sales leadership.
- Bachelor's degree or higher, preferably in business, marketing, communications or a related field.
- Proven ability to manage, lead and inspire a diverse team.
- Robust strategic thinking and commercial problem-solving skills.
- Excellent stakeholder management and relationship-building skills.
- Strong commercial acumen, including revenue, gross margin and forecasting.
- Excellent communication, negotiation and presentation skills.
- Helpful, enthusiastic and proactive leadership style.
- An understanding, appreciation and passion for cultural diversity.
- An ability to learn and grow quickly.
- Ideally, the ability to speak a language other than English.
- Alignment with Ethnolink's Core Values: Stronger Together, Raise the Bar and Find a Way

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📌 Head of Account Management (Melbourne)
🏢 Ethnolink
📍 Melbourne