Luke Doulton

Commercially driven B2B Account Manager with experience developing high-value technology accounts through consultative sales, trusted relationships and commercially sound solutions. Managed the day-to-day relationship for a client spending approximately £250,000 annually, generated £245,000 in 12 months from a cold start, achieved 100% first-year retention after inheriting a troubled portfolio, and created recurring-revenue services around HubSpot CRM. Experienced in account reviews, proposals, statements of work, contract negotiation, cross-selling and coordinating technical teams to deliver customer value.

Delivery Manager at CRMT Digital (2026-04 – 2026-07)

Brought in to support delivery on a complex enterprise marketing operations account, improving visibility and reducing operational friction.

• Managed delivery across a high-volume enterprise account, coordinating client requests, shifting priorities, developer capacity, QA and amendments.
• Made Jira the operational source of truth by simplifying statuses, defining responsibilities and leading structured stand-ups, enabling consistent client updates and clearer delivery visibility.
• Replaced a manually produced client report with a Jira export and surfaced outstanding client dependencies, saving approximately one day per week and helping accelerate responses.
• Identified patterns in incomplete briefs and amendment churn, then introduced a structured amendment template that halved QA time and reduced misinterpretation.
• Documented global delivery rules that had been applied inconsistently, improving compliance and reducing avoidable client complaints.

Account Manager at Element78 (2022-07 – 2025-12)

• Owned the day-to-day relationship for the agency's most demanding client (approximately £250,000 annual spend), acting as the primary relationship owner and ensuring delivery confidence.
• Led regular account reviews and planning cycles, contributing to 12 months of continuous work by clarifying requirements, providing reliable estimates and explaining the commercial impact of technical decisions so the client could secure budgets.
• Created and negotiated approaches and costs for statements of work, support, maintenance and hosting contracts.
• Ran internal scoping sessions and stand-ups, producing actionable plans covering risks, dependencies and next steps.
• Designed, sold and delivered an SEO onboarding service that generated £7,000 in initial sales and identified a further £32,000 cross-sell opportunity.
• Wrote reusable AI prompts for security, performance, SEO and UX reporting, reducing analysis time by approximately 70% while improving the consistency and actionability of recommendations.

Communications Director/Owner at Free Range Web (2019-01 – 2022-07)

• Bought and nurtured a neglected agency with a portfolio of frustrated clients, poor communication trails and little operational visibility. Rebuilt trust through structured communication and service processes that promoted consistent, accountable delivery.
• Implemented HubSpot CRM across sales, delivery and communications, then transformed the rollout into a packaged implementation service with clear onboarding stages and retained support.
• Created subscription and payment-plan models for website builds and CRM implementations, opening new opportunities while creating more predictable, forecastable income.
• Achieved 100% client retention in year one by implementing in-person complaint resolution, a planned client communication cadence and a structured, trackable delivery process.
• Managed sales and client communications end-to-end, balancing customer requirements and expectations with commercial goals.

Owner at L J Doulton (2016-11 – 2019-01)

• Motivated by firsthand frustrations with unconscious bias in recruitment, set out to design hiring processes that prioritised fairness, team decision-making and psychological insight.
• Integrated a full-stack solution combining video tools, psychometrics, semantic search, CRM and ATS technology.
• Enabled team-based scoring of candidates on structured responses, increasing consistency and collective evaluation.
• Secured a contract with an international nuclear engineering firm to establish its internal recruitment infrastructure and sourcing strategy.

Earlier Recruitment and Sales Experience at Reed, Robert Half, Badenoch & Clark and Heritage Estate Agents (2010-07 – 2016-10)

• Generated £245,000 in 12 months by building a client base from scratch through consultative outreach and targeted marketing.
• Delivered recruitment solutions across technical project management, security engineering and IT support, earning rapid promotion at Reed based on revenue performance.

GCSEs