Ashley Hall.
This series of articles looks at the world of the account manager. This time it's Vonnimedia's account manager, Ashley Hall.
How did you end up in account management? Was it by design or a cosmic accident?
Definitely a cosmic accident. I’ve always learnt best by doing, so uni felt abstract until I could see how things actually worked in real life.
I applied for an entry-level account exec role at a trade printer with a lot of enthusiasm and very little experience, and they took a chance on me. Being that close to clients, production, and problem-solving straight away clicked with me. I liked being in the middle of things, making ideas happen and keeping everything moving forward.
Balancing clients objectives and creative vision can be challenging. How do you deal with that?
It starts with being clear on what the client actually wants to achieve. Creativity is powerful, but only if it’s doing a job. When creative vision and commercial objectives don’t line up, I’m transparent with the client and talk through what each option really delivers. It’s not about shutting ideas down, it’s about pressure-testing them. The client always has the final say, but my role is to make sure the decision is going to meet their objectives.
What strategies do you employ to clearly convey creative ideas to clients and address client feedback?
I’m a big believer in bringing clients along for the ride. Sharing thinking early, not just finished concepts, helps set expectations and keeps everyone aligned on strategy from the start. Regular check-ins and feedback at each stage mean we’re shaping the work together, rather than unveiling something fully formed that misses the mark. It saves time, avoids surprises, and usually leads to better work because the client feels invested, not just presented to.
How to build strong relationships with clients?
It comes down to trust. Be transparent, do what you say you’re going to do, and communicate early if something changes. I spend a lot of time listening to what actually matters to each client, because no two relationships are the same and there’s no one- size- fits- all approach. When you’ve built that relationship, celebrating the wins together feels really rewarding.
Do you have any go-to tips for navigating challenging conversations with clients? And effectively selling an idea.
Go in prepared. Don’t bring a problem without options and a clear view of the implications. These types of conversations should feel collaborative, not confrontational, and clients appreciate being brought into the decision-making rather than just being handed bad news.
When it comes to selling an idea, believing in it matters. If you are genuinely excited about it and can show how it supports their objectives, that confidence will be contagious and makes it easier for clients to get on board with your thinking.
Are there any emerging trends or challenges in the industry that account management teams should be prepared for?
AI is obviously at the top of the list. It’s reshaping how we work and it brings huge advantages, but it also creates noise. I think the key is using it with curiosity, not treating it as gospel. It should support your thinking, not replace it.
One of the biggest shifts is that clients now have access to unlimited, highly specific information immediately.. They don’t need to rely on us for surface-level expertise anymore. That makes real expertise, critical thinking, and relationship management even more important. The value isn’t in having information, it’s in knowing how to interpret it and apply it properly.
What advice would you give your younger self when you first started out in account service?
Don’t completely take the emotion out of it. Caring is what makes you fight harder for your clients and push for better outcomes. If you believe in an idea, back yourself and pitch it. Under promise, overdeliver, and remember that the best work comes from working with the creative team, not against them.
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