Account Manager

Purpose of the Job

As the Account Manager you will work closely with clients, suppliers and internal contacts to deliver services to our customers professionally, to specification and on time.  You will be responsible for delivering exceptional client service through excellent customer service and product delivery.  You will develop and maintain a strong relationship with key client stakeholders at all levels and you will propose and deliver all company solutions. 

With regard to matters relating to print and POS (temporary and permanent), the Account Manager is required to remain in contact with suppliers and clients and is responsible for taking ownership of the relationship and developing it further.  The Account manager is required negotiate costings and timescales for each job and selecting the most appropriate supplier.

Key Responsibilities 

• Provide technical input and advice on print and POS projects as required.
• Take briefs from the client including full specification details and deadline dates  and manage from start to finish.
• Suggest alternative options and innovation where possible.
• Produce detailed specifications for internal and external clients based on client knowledge.
• Brief suppliers on client requirements.
• Deliver a high level of customer service.
• Monitor projects to ensure they are delivered to specification and on time.
• Ensure activity is recorded using the designated company tools.
• Maintain a full understanding of the broad range of HH’s services and work closely with the internal departments to provide the client with digital services that compliment their print
• Implement new methods and procedures as required.
• Work as a team to help deliver contractual requirements, prepare presentations and complete necessary account admin and reporting.
• Ensure invoicing procedures are followed.
• Able to work in client Madrid office at least 2 days per week and available to attend occasional meetings outside these days.
• Press passing when required and often out of normal working hours.
• Work with Account Director to identify new business opportunities.
• Agree and manage budgets and P&L’s.
• Ensure profit is maximised through analysis of performance.
• Deliver services to meet and exceed contracted SLA’s.
• Manage and monitor objectives to meet key business drivers.
• Ensure compliance with Regulatory and Company policies.
• Measure customer satisfaction and take appropriate action.

Knowledge, Skills + Experience

• High English Level.
• Based in Madrid.
• Numerate with a strong commercial understanding.
• Ability to manage multiple projects simultaneously.
• Strong time management and prioritisation skills.
• Able to work under pressure and to tight deadlines, with a good sense of humour.
• Has a strong technical Print and POS knowledge with detailed understanding of different techniques.
• Experience in handling simultaneous Order Windows.
• Experienced and confident with proof and production processes.
• Is professional, courteous and calm under pressure.
• Has a project management mind-set.
• Process driven, with an eye to sales and business development.
• Approachable and confident to offer advice in meetings.
• Able to manage and communicate with key client stakeholders to successfully deliver and exceed their expectations.
• Knowledge of Microsoft office is essential with good Excel skills.
• Experience in Retail or Chain Stores communication materials is desirable.
• Experience in trouble shooting unexpected project issues and implementing preventative measures is preferred.
• Experience in a client facing role is essential.
• Experience in liaising directly with clients and advising on campaign print solutions is preferred.
• Strong POS conceptual experience.
• Experience of Order Windows management.
• Account management experience, working within a contracted environment to strict SLAs (service level agreements) and KPIs (key performance indicators).
• Previous experience working in print/ print management/ print buying/ marketing print procurement essential.
• Leadership, communication skills and management experience are desirable