Senior Account Manager

Purpose of the Job

The Senior Account Manager will work alongside the Account Managers and Account Executives to ensure services are delivered to the clients to specification, on time and against operational and financial business targets. The Senior Account Manager is required to manage and develop senior client relationships whilst identifying opportunities to cross sell business solutions and services, taking responsibility for the implementation of new opportunities.  Delivering exceptional quality customer service whilst driving and maintaining operational excellence will ensure client expectations are always exceeded. 

This role will also be responsible for providing leadership to a team.  The Senior Account Manager will be required to set individual and team objectives to meet key business drivers whilst actively monitoring and managing performance.

*Please note this is a fixed contract for 10 months.

Key Responsibilities 

• Delivering services on time, to specification, to a high quality and to contractual targets
• Providing technical input and advice on projects as required to achieve high quality standards
• Production of detailed specifications for internal and external clients
• Monitoring high standards and working together on new methods and procedures
• Ensuring best practice in conjunction with wider HH Global operations group
• Develops a good understanding of the client’s business and industry sector
• Maintain a full understanding of the broad range of HH Global’s services and work closely with the internal departments to provide the client with services that complement their print requirements.
• Implement new methods and procedures as required
• Develop strong relationships with key external and internal clients
• Deliver a high level of customer service
• Manage Account Managers and/or Account Executives
• Deliver services to meet/overachieve SLA’s
• Ensure compliance with regulatory and Company policies
• Regularly report on achievements and issues, escalating issues where required
• Deliver client plans that add value, increase our revenue and ensure client retention
• Actively engage with and be visible to all employees in the operational unit
• Drive innovation as relevant and appropriate to the client
• Collate and submit monthly competitor insights and MI to client
• Build strong and credible relationships with our strategic suppliers; delivering high quality consistent and sustainable services.

Knowledge, Skills + Experience

• Naturally builds and maintains rapport with the client
• Is comfortable analysing and interpreting financial data and produces accurate reports
• Works collaboratively with others in pursuit of team goals
• Identifies opportunities for continuous improvement
• Takes a logical and systematic approach to work and encourages others to do so
• Knowledge of Microsoft office
• Experience in liaising directly with clients and advising on campaign print/digital solutions is preferred
• Experience in a client facing role is essential
• Proven, effective people management experience
• Senior account management experience, working within a contracted environment to strict SLAs (service level agreements) and KPIs (key performance indicators)
• Print/ POS operational expertise essential
• Able to manage and communicate with key client stakeholders to successfully deliver and exceed their expectations