Quick overview
Job description
Acting as the main point of contact for your clients you will be responsible for client happiness, working with the wider team and senior client leads to deliver against client expectations and deadlines. You’ll be helping us keep our clients in-the-know, happy, and supporting us internally with our ambition to create an excellent client experience.
What you will do
- Managing multiple projects and deadlines simultaneously, such as ongoing delivery deadlines, QBRs and client development objectives
- Challenging processes that don’t feel like they have client experience at the heart of them
- Take a commercial mindset to your accounts, identifying opportunities to add value, support client growth and contribute to account expansion
Keep projects and delivery on track against client expectations, ensuring clients, team members and team leadership are up to date (project plans, timelines, budgets, status reports)
Coordinating internal and external meetings, and ensuring things are well-documented and organised
Guiding and coordinating monthly and quarterly priorities (Client Development Plans), ensuring they are clear and reported on each month
Monitoring and escalating over-servicing and poor performance before it becomes critical to CX team leadership
Finding pain points in clients and delivery, escalating these as needed
Ensuring your own, and your team's understanding and execution of client excellence and delivery standards across the agency
Supporting our marketing efforts with proactive sharing of client excellence and spotting opportunities to call out excellent work in case studies
Supporting new business as needed, and helping us grow revenue across your client roster
- Proven experience working in a fast-paced agency environment across multiple clients and industries/sectors
- Dedicated to delivering the best possible experience and service to clients
- Excellent communication and presentation skills and you're able to build relationships quickly, both internally and with clients
- Documentation and reporting skills, keeping projects and deliverables on track and to deadline
- Demonstrated experience working with multiple stakeholders and levels
- Keen to take ownership of projects and drive continuous improvement
- Experience working in a performance or marketing agency environment working in Account Management/Client Experience
- Growth mindset and are eager to learn and challenge the norm, to help us continually improve
- Preferred experience working across integrated clients
- Soft sales experience and an ability to spot missed opportunities for clients
Pension - Matched up to 4%
Health - Private medical insurance
Family - Enhanced maternity, paternity & adoption pay
Flexibility - 25 days annual leave, Christmas shutdown and home working allowance
Salary
£35,000 - £42,000