The ideal candidate has strong agency-side experience in communications, campaign management or account management, including leading complex multicultural communications projects and managing trusted client relationships with government and not-for-profit organisations.
Why Join Us
* Hybrid work: 3 days in our Richmond HQ, 2 days from home
* Modern office in Richmond (near East Richmond Station)
* Purpose-driven work that shapes how Australia connects with every culture
About Ethnolink
Ethnolink is Australia's largest multicultural communications and engagement agency. We work with government and not-for-profit clients to design inclusive, culturally relevant campaigns and projects that reach and resonate with diverse communities across Australia. Our services span research and insights, communications strategy, creative development, community engagement, media, and translation—delivering end-to-end solutions that build trust and drive action.
Position Overview
The Senior Account Manager, Communications plays a key role in leading the end-to-end management and delivery of Ethnolink's communications projects. Working closely with an Account Director, this role is responsible for leading projects from initial handover through to delivery—developing communications strategy, overseeing execution, and ensuring work is delivered on time, on budget, and to a high standard, while building strong and trusted client relationships.
You will act as a trusted day-to-day lead for clients on assigned accounts, identifying client needs, challenges, and opportunities, and translating strategic objectives into clear, actionable delivery plans. You will lead project planning and delivery, coordinate internal teams and external partners, proactively manage risks, timelines, and budgets, and contribute to multicultural communications solution design and proposal development.
This role requires confident leadership of client meetings, presentations, and project governance, ensuring alignment and momentum throughout the lifecycle of each project. As a senior member of the multicultural communications team, you will mentor and support Account Managers, and Creatives/Designers, providing guidance on delivery, client communication and problem-solving.
You will work in close partnership with the Account Director to shape account strategy, refine team processes, and strengthen ways of working. This role suits an experienced account manager who is confident leading complex projects, enjoys client interaction, and is motivated to grow into a broader leadership and strategic role over time.
Responsibilities
Client & Stakeholder Management
* Lead and manage day-to-day client relationships across a portfolio of projects, primarily for government and not-for-profit clients, acting as a trusted extension of the client's team.
* Build strong, collaborative partnerships by deeply understanding client needs, challenges, priorities, and operating environments.
* Proactively identify opportunities to add value, improve outcomes, and strengthen client engagement through strategic and delivery-led solutions.
* Support the Account Director in maintaining and growing trusted client partnerships, contributing to account planning and long-term relationship development.
* Lead regular client communications, meetings, WIPs, and presentations, ensuring clarity, alignment, and momentum throughout the project lifecycle.
* Evaluate and translate client objectives and feedback into clear scopes, recommendations, and delivery plans for internal teams and external partners.
* Support the development of proposals, tenders, and project scoping documentation, drawing on client insights and project learnings.
* Represent Ethnolink professionally and confidently in all client and stakeholder interactions.
Project Management & Delivery
* Manage end-to-end medium to large projects independently across communication and media strategies, creative development, design, media and translation services across multiple clients.
* Develop and maintain project plans, timelines, budgets, and risk registers.
* Prepare client and internal briefs, meeting agendas and notes, reports and project documentation.
* Manage external suppliers and freelancers in line with project requirements.
* Liaise with internal teams to track progress and ensure deadlines, budget and scope are met.
* Monitor quality and ensure all deliverables meet Ethnolink and client standards.
Quality & Process Management
* Develop and lead briefs with internal teams and suppliers using clear, accurate project information ensuring alignment with objectives and requirements across all project stages.
* Review and quality-check creative outputs, reports, and campaign materials prior to client submission to ensure accuracy, completeness and alignment with briefs and brand guidelines before submission.
* Ensure culturally appropriate, inclusive, and best-practice approaches are applied across all work.
* Ensure deliverables follow agreed processes, templates, and ISO-aligned workflows.
* Collaboratively help to improve process, documentation and day‐to‐efficiencies.
* Develop and lead communications strategies for multicultural audiences across media and community ensuring alignment with brief objectives and requirements.
* Implement and manage communications strategies through to delivery.
* Contribute ideas and insights based on project learnings, client feedback, and community context.
* Develop knowledge of multicultural communications best practice, accessibility, and inclusive communications approaches.
* Demonstrate knowledge of integrated media planning and recommendations.
* Demonstrate knowledge of creative concept development and evaluation.
Internal Team Collaboration & Growth
* Mentor and support Account Managers and junior team members, providing guidance on project strategies, delivery, client communication and problem-solving.
* Collaborate closely with the Account Director to shape client projects, team processes, improve ways of working, and drive efficiency across projects.
* Work collaboratively with colleagues across sales, creative, research, community engagement, and language services teams to add value and share proactive and solution focused ideas.
* Foster a culture of collaboration between sales, creative, and language services teams to ensure seamless project delivery and high-quality outputs.
* Support the professional development of team members through feedback, coaching, and knowledge sharing.
* Identify opportunities to improve internal workflows, resource allocation, and cross-team communication, contributing to continuous improvement initiatives.
Skills & Qualifications
Required
* Minimum 5 years' experience in communications, campaign management, or account management.
* Agency-side experience, preferably working with government or not-for-profit clients.
* Demonstrated experience managing complex, multi-channel projects from briefing to delivery.
* Strong client communication and stakeholder management skills.
* Experience mentoring junior team members.
* Excellent organisational skills with the ability to manage multiple projects concurrently.
* Strong written communication skills and attention to detail.
* Positive and proactive mindset with a strong focus on solutions.
* A tertiary qualification in communications, marketing, media, or a related field.
* Experience in multicultural communications or working with diverse communities.
* The ability to speak a language other than English.
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