Marlow
hybrid
Individual success in terms of the SAM role will take into consideration the following:
Customer Service
Marketing expertise
Development of client business
Senior Account Manager
apply nowAbout the role
Are you ready to develop your management responsibility and take ownership of your accounts?
We're looking for go-getters to join our client services team!
You'll be managing client campaigns, ensuring they're on brief, on time, and on budget, as well as ensuring excellent customer service. If you're looking for more autonomy and want to be accountable for:
- The management and ownership of certain clients
- Supporting your AD by taking full ownership of business processes (in particular finances)
- Line-management of more junior members of the team
We'd love you to get in touch...
Job responsibilities
Campaign management:- Ensure work is completed accurately, efficiently and effectively – on brief, on time and on budget
- Understand Twogether processes and systems and how to progress projects as efficiently as possible
- Attention to detail across all work – client facing and internal
- Ability to set and meet realistic expectations and to question client deadlines when required
- Communication
- Understand and interrogate the brief to fully understand the requirements
- Be confident to ask questions when anything is not clear.
- Communicate brief and amends clearly with the client and with internal teams
- Always keep client updated on project status whether on time or delayed
- Manage estimation & quoting process with a full understanding of project profitabiity
- Ensure invoicing is managed effectively from Twogether and client perspective
- Ensure quotes are clear to the client and that any “scope creep” and additional costs are flagged as soon as possible
- Be fully accountable for the financial process within Salesforce; ensuring that monthly allocations are reviewed weekly so there are no surprises at the end of the month
- Work with the AD to produce forecasts for the team and own the forecast for nominated accounts
- Work with AMs to drive profitability of jobs
- Own the month end financial reconciliation for your accounts which will roll up to the team month end report
- Deliver excellent customer service:
- Understand the client – their business, products, objectives, creative likes and dislikes
- Ensure “best-friend” status by delivering excellent customer service and following “golden rules” – see attached
- Understand each client’s expectations and deliver to those requirements
- Keep in regular contact with all client contacts via phone
- Able to add value through understanding the services we offer and where they may bring value to a campaign
- Ensure campaigns that we deliver are the best that they can be
- Take ownership of projects from start to finish – including initial proposal and sharing results where possible
- Understand how to optimise design for each activity
- Understand studio creation processes
- Understand print production
- Understand Twogether digital services
Be proactive to develop client business:
- Identify opportunities for additional services that we could provide to the client and work with the Account Director to close and deliver them
- Keep on top of client developments (new products, people, competitors, market etc.)
- Own, prepare and deliver presentations for new opportunities within clients – both briefed and pro-active
Help improve the business:
- Work to identify ways that we can improve our processes, service and deliverables
- Work within the Twogether structure, if that isn’t working then refer to point above
- Work to ensure that identified improvements are brought to other account teams
- Ensure consistency of quotes, briefs and proposals across the team
Teamwork:
- Work within the team to provide support and help to others when needed; both within account teams and across the company
- Be the line manager for a more junior member of the team, being their day to day support as well as running their appraisals and working with the AD on their development
- Take ownership of allocating new projects/briefs within the team and highlighting and resource issues (within the account team or across the agency to the Account Director)
Individual success in terms of the SAM role will take into consideration the following:
- Client satisfaction – measured by informal feedback from the client
- Appraisal process
- Regular review through 1:1 process
- Individual KPIs will be set to drive and support learning and development
Role requirements
Campaign management- Strong organisation and time management skills
- Excellent attention to detail
- Project management skills
- Ability to multi-task
- Understanding of job finances
- Pride in work
Customer Service
- Flexibility
- Communication – listen, understand and question
- Commitment to deliver
- Ability to build relationships with clients
Marketing expertise
- Marketing background, ideally technology/channel
- Understand marketing services & production/development processes – design, digital, print
- Demonstrable experience of managing digital projects
- Ability to recommend relevant tactics to optimise each job
- Understand and implement campaign metrics, measurement and ROI
Development of client business
- Bring identified opportunities to the attention of the AD for joint development
- Competently demo relevant tools to clients when there is an opportunity
Teamwork
- Be a team player
- Support immediate and wider team
- Take the initiative to make recommendations when identified
- Share ideas
What personalities are we looking for
- Proactive and solution-oriented when managing issues or hitting blockers
- Enthusiasm, positive energy, and ability to maintain a sense of humour under pressure
- Teamwork - always work collaboratively with other teams in twogether, e.g., Art, Copy, Studio, Client Services in order to deliver the best work for clients
- Adaptability: comfortable working across multiple work streams with a mix of projects in scoping and supporting on projects actively in development
- An innovative problem solver who’s able to find answers to client challenges and change the focus to give a more effective solution
Benefits
- Private healthcare with Aviva
- Life Insurance
- Employee Wellbeing Access Program
- 5% Matched Pension with Aviva
- Generous Holiday Package + Christmas shutdown
- Enhanced Parental leave
- Pet-friendly office
- Internal L&D platform
- Home Working allowance
Apply now
We look forward to receiving your application.Join us
Surprise us. Show us what we're missing. Check out our current opportunities, or just tell us why your name should be added to this gallery of talent.