28000 - 30000 + excellent benefits
Main function of the role
To take on the responsibility and accountability for assigned client accounts (and wider client base where help is required). To be the front line between client and agency, providing the team with relevant and clear information about our clients’ businesses, and to grow and secure client work. To proactively build data and intel on our clients to develop our relationship, with a view to making us integral to their success. To represent the client on their behalf, and to develop service excellence within our team.
Key Results Areas
- Increase the profitability through achieving high client satisfaction in collaboration with the delivery team, measured by NPS, and 90%+ client retention year-on-year.
- To identify and pursue opportunities from concept to closed deal, to expand our current client account spend by +40% each year.
- To develop improvements to our service, and document clear and consistent processes for Client Services to ensure maximum time efficiency and productivity is achieved and to ensure that they are followed.
- To collect regular feedback, testimonials, case studies, and reviews from our clients, ensuring that our hard work and achievements is proudly represented in permanent form.
Main Duties and Responsibilities
? To strengthen and grow the relationship between client and agency; ensuring the agency is always meeting the needs of the client by building an excellent knowledge and understanding of our clients’ business through regular and consistent communication.
? To provide the client with regular updates, including information on progress, achievements and any potential problems; working with the wider team to offer timely and appropriate solutions.
? To keep clear and accurate records of any client communications for the wider team.
? Working with the Heads/Managers and Project Manager to ensure campaigns are delivered to agreed deadlines
? To compile concise, goal-driven and client-friendly reports, while helping to develop new reporting processes.
? To deliver these reports to clients on time supported by the team working on the campaign, and subsequently feed back to the team on the report.
? Identify opportunities and risks and be proactive in recommending, presenting and closing opportunities.
? To contribute in bi-weekly management meetings, creating a clear purpose and ensuring productive outcomes.
? Delivering pitches and proposals, with team support where specialist knowledge is required, to the client to secure new business wins.
? To handle potential conflicts and complaints from customers in a timely and professional manner.
? Gather regular feedback, testimonials, case studies, and reviews to assist with marketing and new business, and team motivation for hard work and achievement.
? Make use of client feedback to ensure high quality service levels are upheld.
? Hold face to face meetings with our most profitable clients to help build professional and trusting relationships.
? To take project briefs from clients, ensuring all key details are taken and communicated clearly to the relevant teams.
- Account Management
- Digital Marketing
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