Head of Accounts Or Service Delivery Lead
Client Services & Delivery
ABOUT THE ROLE
DUNK is a boutique agency located in Melbourne, with a team spanning across the globe. We exist to help businesses find their customers by simplifying their marketing. Sometimes the simplest solutions, without the fluff.
The agency is split into two core functions. Growth and Marketing. The Head of Accounts will work alongside our Head of Growth and support day-to-day operations, service innovation, client delivery, and DUNK's marketing. Together, the two positions cover the entire agency. There is no shared gap between where one remit ends and the other begins.
The Head of Accounts owns everything required to resource, plan, produce and deliver client work. This is the agency's operational backbone: the person who keeps client relationships healthy, ensures work gets done on time and to standard, and coordinates and unblocks department heads (Paid Media, Content, SEO, Delivery) day to day. This role prioritises client retention and smooth service delivery through processes and operations.
KEY RESPONSIBILITIES
Client accounts/ relationships
- Oversee relationship management of clients
- Develop systems and processes to improve the flow of internal work and client output
- Identify and manage escalations, resolving delivery issues before they affect client confidence or retention
- Identify account growth opportunities within existing clients and feed them back to the Head of Growth.
Resourcing, planning and production
- Manage day-to-day resourcing across the agency, matching people to projects based on capacity and skill set.
- Own capacity planning, forecasting workload across departments and flagging pinch points early.
- Oversee production quality and pace across Design, Paid Media, Content, SEO and Delivery.
- Run project management for client work: task allocation, timelines, dependencies and delivery coordination.
Team leadership and cross-team coordination
- Inspire a growth mindset and leadership culture within the team
- Lead and coordinate the department heads (Paid Media, Content, SEO), providing clear direction and resolving any roadblocks
- Build consistent ways of working across departments, so handoffs between teams are smooth and predictable.
- Report on delivery health, resourcing and client status to the Managing Director.
- Partner closely with the Head of Growth to ensure what we sell is what we deliver
- Support in creating advertising content, i.e., reels/ads, as needed
WHAT SUCCESS LOOKS LIKE
- Client retention: Clients experience consistent, well-managed delivery
- Conflict resolution: Issues are caught and resolved before they escalate.
- Capacity and resourcing: Resourcing and capacity are planned ahead of need, not reacted to after teams are already stretched.
- All department heads have clear priorities and are supported to deliver. They are held accountable for innovating their departments and furthering the development of the agency
- The Head of Growth can sell and commit to new work with confidence that delivery can support it
- A cohesive team working together, growing together.
ABOUT YOU
- Experience leading client services, account management or delivery operations within a marketing or digital agency.
- Experience in paid media and/or SEO.
- Operational experience: resourcing, capacity planning, processes and systems
- A steady, organised operator who brings order to the team
- Comfortable being the person clients and internal teams escalate to when something needs sorting out.
DUNK is known for its cutting-edge Meta and Google campaigns, and has recently merged with an expert SEO and web agency to provide a full-service approach for its clients.
We love AI innovation; we want to be different, and we welcome new ideas. If you are not failing, you’re not testing enough. If you want to be involved with a small, forward-thinking team as we grow into one of the country's best agencies, then show us why you would be a great fit.
We prioritise attitude and cultural fit within our innovative team. So we are open to someone stepping up into this role if you have not held a Head of Accounts position in the past.
