National Account Executive

Position Purpose/Summary

The National Account Executive manages the day-to-day relationship, communication and performance of assigned national franchise and multi-location client accounts. Reporting to an Account Director, this role serves as the key liaison between clients and internal agency teams, coordinating campaign execution, project workflows, reporting and budget tracking so client goals and agency deliverables remain aligned.

The National Account Executive leads client meetings, translates client objectives into clear direction for internal teams, monitors performance and delivers recommendations that support client growth. This is a client-facing account leadership role for a proactive, relationship-driven professional who brings strong business acumen, sound judgment and the ability to guide Associate Account Executives in support of account success.

DUTIES RESPONSIBILITIES

Client Relationship Management

• Serve as the primary day-to-day point of contact for assigned national franchise and multi-location client accounts, ensuring proactive communication, timely follow-up and resolution of requests.
• Cultivate strong, lasting client relationships through personalized attention, active listening and a clear understanding of each client’s challenges, goals and feedback.
• Communicate in a clear, concise and transparent manner that empowers clients to make informed decisions.
• Lead client meetings with clear agendas and direction so expectations, deadlines and deliverables are understood by all parties.
• Maintain a deep understanding of assigned clients, including their business objectives, brand standards, audiences, scopes of work and active initiatives.
• Anticipate client needs, identify opportunities for added value and present proactive recommendations and solutions.
• Manage client escalations and resolve issues or conflicts in a timely and satisfactory manner, demonstrating a commitment to client satisfaction and retention.
• Drive agency revenue growth by identifying upsell, cross-sell and expansion opportunities within existing accounts.
• Represent the agency at industry events, conferences and forums, and contribute thought leadership such as articles, white papers and presentations.

Strategy Project Leadership

• Collaborate with Account Directors, Project Managers and the Creative, Media, Web, CRM, Public Relations and Data Analytics teams to develop and execute integrated client strategies and campaigns.
• Develop comprehensive project briefs and intake documentation that clearly communicate client objectives, requirements, deliverables and success metrics.
• Help define project scopes and ensure client requests remain aligned with approved statements of work and agency recommendations.
•  Facilitate project kickoffs and maintain alignment among internal stakeholders throughout the lifecycle of client initiatives.
• Consolidate client feedback and communicate priorities, revisions and recommendations to internal teams with clear, actionable direction.
• Partner with Project Managers to monitor schedules, approvals and dependencies so deliverables meet client deadlines.
• Review client-facing deliverables for quality, accuracy and alignment with approved strategy before presentation.
• Direct and support Associate Account Executives on assigned accounts, providing clear instruction, feedback and guidance.
• Escalate significant risks, scope changes and strategic, financial or sensitive matters to the Account Director in a timely manner.

Budget Financials

• Develop and oversee budgets for assigned national account activities, including annual budgets and incremental budgets for campaigns, promotions and client events.
• Monitor and track budget expenditures to ensure adherence to approved financial targets and objectives.
• Collaborate with Media, Finance and Accounting teams to ensure accurate forecasting and reporting of account expenses and revenue.
• Partner with internal teams to optimize budget allocation across account activities and initiatives.
• Provide financial insights and recommendations to support strategic decision-making for assigned accounts.
• Identify opportunities to improve budget management processes and increase efficiency.

Reporting Insights

• Partner with clients to understand their key performance indicators (KPIs) and reporting preferences.
• Define and track KPIs for assigned accounts and regularly report on progress and outcomes to clients, internal stakeholders and agency leadership.
• Collaborate with Curious Jane media and data analysts to develop customized reports and actionable insights that drive business value.
• Prepare and deliver client reporting as a strategic advisor, presenting performance updates and recommendations that demonstrate progress toward client goals and return on investment.
• Identify performance trends, risks and opportunities, and work with internal teams and clients to develop optimization strategies.
• Conduct market, competitive and performance research to support client strategy development and business growth opportunities.
• Solicit client feedback on reporting and metrics and adjust as needed to meet evolving needs.

Process, Systems Tools

• Manage project intake, client requests and task coordination through approved agency project management, communication, reporting and file-sharing systems.
• Ensure briefs, meeting notes, timelines, feedback, approvals and deliverables are documented accurately and updated consistently.
• Maintain accurate account records, project documentation and client communications.
• Follow the communication, onboarding, project management and reporting processes established by the agency.
• Use agency systems responsibly and maintain the confidentiality of client, campaign and business information.
• Identify opportunities to improve account management processes, collaboration and client satisfaction, and share recommendations with account leadership.

Qualifications

• Bachelor’s degree in marketing, communications, business or related field preferred.
• Five or more years of client-facing account management experience in an agency environment preferred; franchise agency or franchise brand marketing experience preferred.
• Experience managing multiple client accounts and cross-functional marketing initiatives.
• Proven ability to build and maintain strong relationships with clients and internal teams.
• Excellent written, verbal and presentation skills, with the ability to lead client meetings and deliver recommendations with confidence.
• Experience developing, managing and tracking budgets, forecasts and account financials.
• Ability to interpret performance data and translate insights into actionable recommendations.
• Experience with project management software, CRM platforms, reporting tools and digital marketing environments.
• Adapts quickly to new tools, software and technological resources.
• Proficiency in Microsoft 365 required. Experience with SharePoint, Adobe Acrobat and DocuSign is a plus.

Soft Skills

To be successful in this role, you must be an account leader who:

• Communicates with professionalism and grace, using active listening to understand client needs and build rapport and trust.
• Pays meticulous attention to detail, maintains accurate records and takes pride in the quality of client deliverables.
• Displays strong organizational and time-management skills while balancing multiple accounts, deadlines and priorities.
• Demonstrates empathy and emotional intelligence toward client concerns, challenges and perspectives.
• Brings a customer-centric mindset and advocates for solutions that deliver tangible value and positive outcomes.
• Analyzes complex issues, identifies root causes and develops creative solutions that resolve client challenges and drive business results.
• Demonstrates sound judgment regarding when to act independently and when to escalate a risk or concern to account leadership.
• Leads by example, providing clear direction and constructive feedback to Associate Account Executives and internal teams.
• Adapts quickly to changing circumstances, market dynamics and client needs, and remains effective in ambiguous situations.
• Is self-aware, self-managed, socially aware and relationship driven.
• Can perform effectively in a fast-paced environment while remaining calm, organized and solutions oriented.
• Has the curiosity to learn and identify ways to make things better.
• Fluent in English.

Benefits

• Health insurance in the first full month of employment, with Curious Jane covering up to 75% of your premium
• 1x of your salary Group Term Life & AD&D insurance.
• Flexible PTO is all yours after your first year with us, with 10 days right away after your 90 days.
• Holiday breaks, including Christmas through New Year’s, your birthday (or a day of your choice) and a community service day to give back
• 401k contribution equal to 3% of your annual salary
• Access to a financial advisor and opportunities for professional development, including education and certifications

About Curious Jane

Curious Jane is the Ad Agency for Franchise Brands™. We serve national, local and franchise development clients across the U.S. and Canada. Curious Jane is a mid-sized ad agency that has been helping franchise businesses for over twenty years. Curious Jane is a woman-owned business headquartered in sunny Lakeland, Florida. Our process: Dig deep. Build smart. Go far.

All Curious Jane employees are expected to conform to the following Core Values, regardless of position:

Expect Excellence by making customers priority #1, meeting deadlines and always presenting a positive and collaborative approach to our work.

Carry the Ball by taking ownership of goals and tasks while seeing every project to completion. Anticipate and identify problems and solutions, follow through and communicate clearly and efficiently. Every employee is empowered.

Commit to Growth by developing professionally and evolving with the company and the times. Be innovative and seize opportunities while helping clients grow their businesses and contribute to their bottom line. Plan for the future.