Account Manager for Internal Creative Agency

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Job Overview

About Skyline

Skyline is Citi’s U.S. internal creative agency — a full-service partner offering Strategy, Creative, Data & Insights, AI, and Operations capabilities to business partners across the firm. Skyline's purpose is to help Citi's businesses communicate more effectively, reach their audiences, and demonstrate measurable impact. As Skyline evolves, the Account Management function is expanding its remit: moving upstream from campaign execution to strategic partnership, and from project facilitation to proactive internal intelligence and opportunity development.

Role Purpose

The Strategic Account Manager builds strong, proactive partnerships between Skyline and its internal marketing partners by developing a deep understanding of marketing partners business priorities, translating those priorities into creative and strategic opportunities, and connecting marketing partners with the right Skyline capabilities across Creative, Data & Insights, and Operations. This role serves as the strategic bridge between the marketing partners and Skyline — helping the agency move upstream from receiving requests to identifying needs, shaping solutions, and demonstrating the value Skyline delivers across the account.

Key Responsibilities

Internal Client Partnership & Intelligence

• Build and maintain trusted stakeholder relationships across assigned internal business partners, engaging beyond individual projects to develop a holistic understanding of the marketing partners’ business

• Develop deep knowledge of the internal client's objectives, upcoming priorities, audience needs, decision-making environment, and organizational dynamics

• Capture and document relevant partner signals, recurring needs, challenges, and emerging priorities to maintain a consolidated, living view of the account

• Bring internal client intelligence back into Skyline to inform planning, capability development, and proactive outreach

Opportunity Development

• Identify opportunities where Skyline can become involved earlier in the marketing partners planning cycle or provide broader, more integrated support

• Maintain the account Opportunity Tracker, capturing outreach activity, potential work, expected business impact, and next actions

• Connect opportunities across teams, products, and lines of business where appropriate

• Partner with Strategy, Creative and Data & Insights to develop proactive recommendations

• Support the appropriate growth of the account relationship and help reduce unnecessary reliance on external agencies

Strategic Intake & Solution Shaping

• Lead intake conversations that help marketing partners clarify the business problem before work moves into execution

• Determine whether a request requires a single deliverable, a broader campaign, research, data support, or a different Skyline solution

• Bring the right Skyline experts into the conversation early to shape the response

• Improve brief quality by ensuring objectives, audience, desired outcomes, context, and measures of success are clearly defined before handoff to delivery teams

• Constructively challenge or redirect requests when a different approach would create greater value for our marketing partners

Account Planning & Governance

• Maintain a structured account plan covering internal client priorities, stakeholders, active and future work, relationship health, risks, and opportunities

• Lead strategic account reviews focused on intelligence, decisions, opportunities, and risks — distinct from project status updates

• Coordinate with Operations on capacity implications, prioritization, and portfolio-level visibility

• Escalate account-level risks proactively, before they affect the relationship or delivery quality

• Contribute account insights to the broader Internal Client Intelligence Hub and to Skyline leadership reporting

Value & Impact Storytelling

• Partner with Data & Insights and Operations to capture and communicate evidence of Skyline's business impact

• Connect completed work to measurable business outcomes — including internal client satisfaction, efficiency gains, cost savings, and increased internal adoption

• Help identify potential case studies, proof points, and leadership narratives that demonstrate Skyline's strategic value

• Use account insights and performance information to recommend next steps and future opportunities

• Help marketing partners understand the full value of Skyline's capabilities beyond the individual deliverable

Success in This Role Looks Like

• Skyline is involved earlier in internal client planning cycles — not only at the point of an execution request

• More opportunities are proactively identified and converted into work, tracked through the Opportunity Tracker

• Marketing partners engage with more Skyline capabilities — not just Creative — reflecting deeper strategic integration

• Strategic account reviews produce decisions and actions, not status updates

• Skyline can demonstrate measurable business value and internal client impact beyond campaign delivery metrics

• Internal client satisfaction and internal adoption improve across assigned accounts

• Account risks and opportunities are visible and addressed at the leadership level before they become issues
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications

Required:

• Bachelor's degree in Marketing, Communications, Business, or a related field

• 6-10 years of account management, client partnership, or strategic advisory experience in a creative, marketing, advertising, or integrated agency environment; in-house agency experience preferred

• Demonstrated experience managing complex client relationships across multiple stakeholders and lines of business

• Strong consultative instincts — the ability to ask the right questions, uncover underlying business needs, and shape solutions before work enters execution

• Experience developing account plans, managing opportunity pipelines, and leading strategic conversations

• Ability to translate business priorities into clear creative and strategic briefs

• Strong analytical skills with experience using performance data and internal client insights to tell a business story and guide recommendations

• Exceptional written, verbal, and interpersonal communication skills, including executive-level presentation and facilitation

• Proven ability to work cross-functionally across creative, data, technology, and delivery teams

• Comfortable operating with influence rather than authority — building trust and driving action across teams and senior stakeholders, navigating ambiguity with sound judgement, and tailoring conversations to the broader organization context.

• Proficiency in Microsoft Office suite (Word, Excel, Outlook, PowerPoint)

Preferred:

• Experience in financial services, banking, or other regulated industry in-house agency environments

• Familiarity with marketing data and analytics platforms, campaign performance measurement, or audience insights tools

• Experience with AI-enabled workflows, creative technology, or digital production environments

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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