Join the team as our Account Manager

For almost 10 years, we've built Refuel Creative on long-term client relationships. Our clients stay with us for years, and our NPS is +84. Now we're ready for the next phase: a brand new Account Manager role that owns the client relationship and the plan behind it. 

About Refuel

Refuel Creative is a digital marketing and revenue operations agency based in Port Adelaide, with a distributed specialist team across the Philippines. We connect CRM, advertising, email, and web into one integrated engine for ambitious eCommerce and B2B brands.

We're a HubSpot Platinum Solutions Partner, Google Premier Partner, Meta Business Partner, and one of a select few Global Canva Implementation Partners worldwide.

What sets us apart is the depth and length of our client relationships. Several clients have been with us since we opened our doors, and we have zero detractors. We don't churn clients, because we don't behave like a vendor. We behave like a strategic partner with skin in the game.

We're an AI first, tech heavy agency. We use AI in our delivery, in our internal operations, and in how we support our team. If you want to run projects from a whiteboard and a notepad, this isn't the place for you. If you're excited by a fast moving, tech forward team where the tools are part of how we win, keep reading.

Why this role exists

Our specialists have built strong client relationships, and that's a big part of why clients stay with us. As we grow, we want both the client relationship and the specialist work to get the dedicated focus they deserve, so neither competes for the same person's time.

That's where you come in. You own the relationship and the plan. Specialists get the space and clarity to do their best work. Clients get one person who knows their business, their priorities, and where every project stands. Together, that means better work, delivered on time, on budget, and billed accurately.

This is a brand new role. You'll own a portfolio of clients spanning B2B RevOps retainers, government and NFP accounts, and longer term DTC clients. eCommerce performance accounts sit with a separate eCommerce Campaign Manager.

What you'll do

Own the client relationship

• Be the named owner of your portfolio of active accounts. When a client emails or calls, there's one human responsible for the answer.
• Run client meetings: weekly WIPs, monthly reviews, quarterly strategy. Set the agenda, present results, and send meeting notes with clear next steps.
• Own retention and growth across the live book. Spot opportunities for organic growth: a new channel, a deeper integration, the next project the client hasn't thought to ask for yet. Our clients have +84 NPS and 3 year average tenure. The room to grow them is real.

Own the plan, from proposal to completion
Every project and retainer runs on a plan you build and you're accountable for.

• Set the plan. Run discovery with the client. Define scope, deliverables, a timing plan with key milestones, client decision points, and the budget behind each. Turn that into a clear proposal and estimate the client signs off. Work with our GM and sales team to make sure the commercials stack up before it goes out.
• Manage the plan. Work with our Operations Manager to translate the signed scope into the agency plan and keep it running smoothly through the studio. Write clear briefs so the team knows what's needed and why. Chase client approvals so decisions land when the plan needs them. Know the scope well enough to spot when a request falls outside it, and raise it before the work starts.
• Track the plan. Monitor progress, hours, and spend against the plan every week. Forecast what's coming so there are no surprises. Report status to the client in plain language. Work delivered equals work billed.
• Course correct. When scope creeps, a client decision stalls, or hours run ahead of budget, you escalate risks early, re-plan, and have the conversation. Out of scope work gets a change request, not a write off.
  
  

Deliver quality

• Make sure our work meets our standards, the client’s expectations, and the agreed scope and brief. Quality assure every deliverable (reports, decks, creative, ads) before it reaches the client.
• Partner with our Finance lead on invoicing accuracy.
  
  

You must have

• 5+ years client facing project management or account management in a digital marketing agency. This is non negotiable. In house PM or non-agency PM doesn't translate.
• A track record of scoping and estimating agency projects, then delivering them to plan. You can show us a proposal you wrote and tell us how the project tracked against it.
• Commercial acumen. You understand margin, you know what a project should cost before it starts and where it stands along the way, you spot out of scope work early, and you see where a client's next opportunity is.
• You live in the project tool. Hand-on with ClickUp, Teamwork, Asana or equivalent.
• Confident running client meetings, presenting results, and having hard conversations (late deliverables, scope creep, budget overruns, performance issues).
• Working knowledge of paid media, email marketing, SEO, and web, enough to scope, brief, and spot risk. You don't need to execute. You need to ask the right questions.
• Excellent professional written English with attention to detail.
• Experience working with remote specialist teams across timezones (we work with team members in the Philippines).
• A reading of the room. When a client is unhappy and not telling us, you notice. When a specialist is overloaded and hiding it, you notice.
• Embraces AI and tech as part of the workflow.
• Competitive and accountable. This role has clear KPIs: client retention, NPS, upsell revenue, project margin. If you're allergic to being measured, this isn't your role. The people who thrive here get a buzz from hitting and exceeding targets.

Bonus

• Previous experience at a performance or growth marketing agency
• Familiarity with HubSpot, Klaviyo, Meta Ads Manager, GA4, Shopify
• Government or NFP account experience
  
  

What we offer

• Competitive salary: base + super, aligned with your experience.
• 4 weeks leave + birthday off
• Hybrid working: a mix of working from home and our Port Adelaide office.
• Professional development budget: real time to learn, not a token line item.
• A genuine career path: work directly with our GM and CEO to scale this role into the Head of Client Services.
  
  

Ready to apply?

Ultimately, we work with our clients to grow their businesses. Do you want to help? Apply now, we would love to hear from you! 

If you'd like to chat about the role before applying, book a time to talk to Lara.

Applications are open until 20 November 2026.