Account Manager

PURPOSE OF THE JOB

The Account Manager will work closely with clients, suppliers and internal contacts to deliver services to our customers professionally, to specification and on time.  The Account Manager will be responsible for delivering exceptional client service through excellent customer service and product delivery.  The Account Manager 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, 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 to negotiate costings and timescales for each job and selecting the most appropriate supplier.

KEY RESPONSIBILTIES

• Provide technical input and advice on print projects as required
• Take briefings 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 Global's services and work closely with the internal departments to provide the client with digital services that complement 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 attend meetings as required
• 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:

• 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 high level of technical print knowledge with detailed understanding of different techniques
• Experienced and confident with press passing
• 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 and Google Apps is preferred but not essential

EXPERIENCE

• 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/digital solutions is preferred
• POS temporary and permanent productions and general operational print experience
• Experience of end-to-end campaign and stock 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

COMPETENCIES

• Customer Focused: Goes beyond quality, delivery, reliability and consistency - involves focusing one’s efforts on finding what a customer needs, before the customer themselves are even aware.  Using this information and addressing and meeting the requirement.
• Innovation: Thinks creatively to ensure business goals are achieved and take actions to develop innovative solutions.  Employees may need to find genuinely novel approaches to reduce costs, change working practices and processes, as well as to develop new opportunities.
• Relationship Building: Has the ability to build and maintain a network of business-related contacts which will be useful in meeting objectives.  It implies an understanding of customers’ and the wider marketplace and using this knowledge to develop networks and relationships. 
• Team Player: Commitment to the organisations’/ departments’ common goal, a focus on what is best for the business rather than suits the individual.  It involves communicating, sharing and supporting and it goes much further than meeting others halfway, it is about putting effort into building good working relationships, taking the initiative when others are slow and not being put off by negative responses. 
• Achievement Drive: Wanting to do the best possible job to improve the performance of the business and the competitive position of HH Global in the marketplace. Always looking for a better way to get things done and puts plans into practice.  If improvements can be made, inadequacies will be questioned and actioned. 
• Team Leadership: Working with colleagues, with or without line management authority to achieve results through enthusiasm, motivation, commitment and determination.