Senior Account Executive

Key Outcomes You Will Drive Client Success & Account GrowthBe the senior trusted partner to clients: respond to messages promptly, always come back with a solution rather than just a status update, and proactively reach out with ideas, insights, and recommendations before clients have to ask. Beyond day-to-day servicing, you own the account's retention and growth, spotting and acting on upsell opportunities rather than waiting for them to be flagged. Insight-Driven WorkUse Claude (via Cowork), ChatGPT, and specialised research and analytics tools to gather industry trends, competitor moves, and audience behavior in a fraction of the time manual research used to take. Your value shifts from stitching together searches, surveys, and social listening by hand, to framing sharp research questions, sanity-checking what the tools surface, and turning it into insight that's genuinely relevant to the client's market. Audience MasteryBring real depth to how you understand the Malay demographic in Malaysia. Recognise that it isn't one audience but at least 6 distinct segments, each with its own values, media habits, and triggers, and build strategies and content that speak to each segment on its own terms rather than defaulting to one-size-fits-all messaging. Engaging CampaignsGenerate campaign ideas, both thematic and tactical, by prompting LLMs with well-constructed briefs. You act as visionary (directing the prompts toward ideas worth pursuing), reviewer (QA-ing what's generated for strategic soundness and quality), and refiner (adapting it to the client's brand, audience, and objectives) before it goes into execution across multiple platforms. You also set the quality bar the wider account team works to. Optimised Ad PerformanceSet up and manage ad campaigns across Facebook, Instagram, Google, YouTube, and more. With performance monitoring increasingly automated, spend most of your energy on judgment calls: interpreting what the data is telling you and deciding how to optimise for performance and return on investment. Brand Presence ManagementManage day-to-day operations of brand social media pages, including publishing content, engaging with audiences, and ensuring brand voice consistency. Influencer & KOL PartnershipsStay genuinely plugged into the influencer and KOL landscape, especially on Instagram and TikTok. Identify the right voices for a client's brand and audience, manage and negotiate those relationships, and fold influencer content into the broader campaign so it feels native rather than bolted on. Content ExcellenceCollaborate with designers and content creators to build impactful content for brand communication. With vertical video now dominating attention, prioritise on-brand, on-trend, TikTok-first video content, not just technically polished but built to land the brand or product's proposition. Organise and maintain content calendars while ensuring client feedback is implemented effectively. Data-Backed DecisionsWith much of the manual work of pulling numbers off dashboards and building charts and tables now automated, your job is to interpret that output critically and deliver weekly, monthly, and campaign reports with sharper, more actionable recommendations for optimisation and growth than manual analysis used to allow. Team Leadership & MentorshipMentor and informally supervise junior account executives: review their work, coach their client judgment, and help them get better at directing and QA-ing AI-generated work rather than just accepting it. Coordinate cross-functional resources, designers, content creators, and media buyers, to keep delivery on track across the account. New Business DevelopmentGet pulled into pitches and proposals for prospective clients. Bring your account experience to bear on how new business gets won, contributing strategic thinking and credibility that a junior AE typically wouldn't be asked to provide. Escalation & Crisis ResolutionBe the person the team and client turn to when something goes wrong, a budget overrun, an underperforming campaign, a client complaint. Resolve it yourself rather than passing it further up, and use it as a moment to strengthen, not strain, the client relationship. What Success Looks Like: Accounts that are retained, growing in scope, and delivering visible upsell, not just running smoothly. Junior account executives you support levelling up in confidence, judgment, and output quality. Pitches and proposals you've contributed to converting into new business. Problems resolved cleanly, often before the client even feels the impact. Clients who see you as a strategic partner and senior point of escalation, not just a service contact. Requirements Bachelor's Degree in Marketing, Communications, Media, or related field. At least 3 years of experience in client servicing and digital marketing, including experience mentoring or informally leading junior team members, ideally in an agency environment. Proven track record of retaining and growing client accounts, including identifying and closing upsell opportunities. Experience contributing to new business pitches and proposals, and comfortable representing the agency in front of prospective clients. Comfortable being the first point of escalation when something goes wrong, with a track record of resolving issues (budget, performance, client relationship) without needing to pass them further up. Excellent verbal and written communication skills in both English and Malay. A natural people person with the charisma and gravitas to build trust with senior client stakeholders and drive enthusiasm in every conversation. Highly organized, detail-oriented, and comfortable managing multiple deadlines under pressure. Proficiency in Google Workspace and Microsoft Office tools. Skilled in using Claude (via Cowork), ChatGPT, and other specialised AI and analytics platforms to drive research, ideation, and reporting, with the judgment to prompt effectively and critically QA and refine what the AI produces rather than taking it at face value. Strong grasp of the Malay demographic in Malaysia and its distinct segments, with the ability to tailor strategy and content to each rather than treating it as a single audience. Proven ability to conceive, produce, and QA on-brand, on-trend vertical video content (TikTok-first), with an instinct for what stops the scroll while still landing the brand or product's proposition. Well-connected in the influencer and KOL space, particularly on Instagram and TikTok, with a good read on which creators genuinely fit a brand versus which just have big numbers. Genuinely curious and purpose-driven: you dig to understand the 'why' behind a campaign or initiative, not just the 'what', and let that understanding shape the work. An active digital native; you're on top of trends and can spot what's working (and what's not) across social platforms.