Data + Insight Services - Account Manager

Purpose of the job

The Account Manager will manage all assigned work requirements (retained and ad hoc projects) for the account team’s clients, coordinating internally and externally. They will also maintain a positive commercial relationship between clients and HHG Interactive, both in terms of financials, performance and overall satisfaction. In addition, the Account Manager will be aware of Client demands, objectives and priorities and ensure the wider team are aware of these.

Key Responsibilities 

Day to Day 
1. Be the first line of contact with the client to ensure that all client work – retainer and ad-hoc projects – are delivered on time, to agreed scope and on budget 
2. Support the team with the management of the financial control of clients within your portfolio, ensuring the necessary paperwork has been raised within required timescales and is kept up to date. 
3. Liaise with internal teams to deliver the services required to complete projects from concept through to delivery including being involved in brief writing, managing internal meetings and job scheduling 
4. Query handling – liaising with the technical team, ensure that all queries are managed within agreed SLAs for the client  
5. Liaison with third parties for provision of any agreed services as needed for client work 
6. Thorough and accurate contact reports – issued within 48 hours of meeting/conference call with clear deliverables assigned with action dates 
7. Complete weekly status reports and contribute towards weekly status meetings with the client 
8. To be responsible for ensuring that all administrative support is kept up to date at all times, all systems are used as listed and in accordance with any regulatory measures the business adheres to. 
9. Manage communication and regular, clear and consistent project updates for all workstreams you are managing to ensure all parties understand any impact on deliverables as needed. 
10. Communicate effectively with the client to obtain necessary approvals for all work undertaken and ensure timelines given are realistic and measured against available resource. 
11. Manage internal processes and ensure all administration is completed in line with the business expectations, in agreement with the Account Director/ Senior Account Manager 

Business Management & Development 
1. In conjunction with colleagues from Team and Senior Management, play a contributing role in supporting growth within the account, supporting annual budget forecasts with Clients and understanding the needs of the clients' business 
b. Manage and maintain solid forecasting for client revenue  
2. Manage and review profitability of each job and ensure contribution is in line with expectation, managing wash up sessions when needed. 
3. Manage retainer usage, creating reporting to review monthly with Account Director. Identify reasons, if usage is reaching limit monthly. 
4. Contribute to compilation of annual account plans and review on an ongoing basis with AD. 

 
Training & Development 
1. Manage development - identifying your own training needs and opportunities to raise in 1:1s and as part of the PDP process. 
2. Develop industry knowledge, keeping abreast of industry developments. 
3. Work with appropriate colleagues with regard to regulatory obligations, best practice and the management of relevant complex projects. 
4. Ensure the health, safety and welfare of yourself in accordance with HHGI company policy 
5. Ensure regulatory training is completed annually and internal policies are understood and adhered to, with particular emphasis on the protection of sensitive customer information. 
8. Understand the regulatory rules relating to your work to be able to comply with them 

Client Relationship Management 
1. Understand the principles of how the client databases are constructed for the clients you work on, and how it drives the client’s business decisions 
2. Attend client meetings and play a contributing part as required 
3. Be able to translate client technical requirements into technical briefs for IT developers. 
4. Manage third party relationships as a key point of contact. 
5. Have high levels of numeracy in order to understand analyses and project reports and write clear, informative presentations and synopses thereof.  
6. To have excellent verbal and written skills to be able to communicate concisely, clearly and with excellent grammar, spelling and vocabulary. 
7. Write clear, engaging presentations/proposals and be able to present with credibility and gravitas to clients and other parties at senior levels. 
8. At all times manage client relationships as a personable, approach able and professional representative of HHGI 

Knowledge, Skills + Experience 

• Email & campaign management marketing experience 
• Excellent verbal, written and numeracy skills 
• Strong interpersonal skills for both internal and external activity - demonstrable communication, influencing and relationship management skills 
• A solid understanding of how CRM fits into the overall marketing mix 
• Good understanding of the importance of data, the various sources available within the marketing sector and how data can help to drive more insights/activity 
• Awareness of the role of marketing technology in delivering client communications, marketing insight and management information 
• Planning – understanding the role of communication and data planning in shaping and directing brand and customer/consumer engagement 
• Management of quotations, SLAs and contractual awareness  
• Can successfully manage client work and projects, delivering on time and to budget – including a strong ability to manage multiple tasks under pressure  
• Capable of clearly and accurately briefing client requirements  
• Financial management including forecasting, reporting and maintaining all core documentation  
• A numerate, efficient problem solver who can demonstrate structured thinking  
• Account handling experience in a marketing/ digital agency environment 
  Practical and hands-on experience of managing projects end to end, including brief writing 
• Good attention to detail 
• Experience of working with clients in the delivery of marketing/data/CRM projects