Account Manager Client Services – London

Account Manager Client Services





Client Services Manager

As a member in a unique agency that's pioneering the media marketing world, you will share in the responsibility of its success, as well as its rewards.

Job Purpose

The Client Services team is responsible for creating the conditions by which our clients love our work. We do this by building trust and exerting influence through deeper, more strategic relationships with our clients, and by driving, leading and owning the campaign delivery process. Account Managers are responsible for executing the campaign delivery process and providing daily support to the wider account team. They are expected to develop working relationships with their clients and become the lead contact for some campaigns. They may start to develop their line management skills by directly line managing up to one team member.

What we need from you

  • Point of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyond
  • Develops and maintains a working-level understanding of assigned client’s industries, their products/services, and their marketing/media KPIs
  • Supports the wider team in delivering an exceptional client experience during every agency interaction
  • Ensures defined client expectations are understood by the wider team
  • Assists in managing total client satisfaction, identifying any issues or barriers and escalating as necessary
  • Assists in the implementation of the Deliverables Register and obtaining the required individual deliverable scores 
  • Ensures that any direct report and the wider multi-discipline team feel invested in, engaged with, cared for and are motivated to deliver their best work
  • Provides timely and actionable feedback to the team to aid in their development and improvement 
  • Support the Client Direct / Account Director in leading & developing the client relationship 
  • Engages with clients to define campaign requirements 
  • Interrogates the work and client deliverables on behalf of the client to ensure they exceed expectations.
  • Maintains an up-to-date campaign project plan using Essence tools and technology
  • Provides campaign and project management leadership during the campaign lifecycle to ensure on time and on brief delivery of client work
  • Fosters collaboration with the Practices to ensure best in class work and ongoing innovation is delivered across the client business
  • Identifies potential risks, issues and opportunities, across all briefs and processes escalating to CS leadership where necessary.
  • Supports daily huddles and weekly client status meeting
  • Responsible for client billing process ensuring reconciliations are approved by internal teams and invoicing is complete within agreed internal timescales
  • Knowledge and responsibility for the end to end invoicing process including managing to budget, reconciliation completion
  • Leverage key internal and external stakeholder relationships to assist teams in improving the campaign delivery process
  • Through building your understanding and knowledge of your client’s business, continually look for and make internal recommendations to explore growth opportunities

A little bit about you…

  • Strong written and verbal communication skills including the desire to learn and advance
  • Strong organisational skills with a keen ability to prioritise and multi-task
  • Ability to adhere to and meet deadlines and proven track record in managing client expectations 
  • Proven problem solving skills and ability to think outside of the box for creative solutions
  • Ability to work independently and collaborate in a team environment
  • Detail oriented and responsive, deadline-driven with strong quantitative reasoning skills
  • Demonstrate thorough understanding of the campaign level financial management process from estimate to invoicing
  • Lead by example while motivating and coaching juniors on the team
  • Foster an environment for transparency and open communication