Reporting To:
Helen Booth
Client Director
Department:
Client Services
Role Responsibilities:
- Strategy – commensurate with the three-year Business Strategy, you will be able to understand and translate key priorities and values across multiple clients
- Strategy – you will be able to explore and build client value propositions and marketing plans with some of Embryo’s most senior client list and provide support and guidance to the Client Services Managers and Client Services Executives, demonstrating transparency and clarity in the way you work.
- Client management– You will be confidently and independently managing up to 10 concurrent clients, building strong and reliable relationships that add value to the client across our services; Digital PR, Social Media advertising, Organic SEO & Content, and PPC.
- Innovation – you will adopt and elevate our brand and values ensuring that our innovative tools are integrated across client propositions.
- Supporting the wider team – as a Senior member of the department you are expected to support and nurture the more junior team members, this will include support with client communications, building knowledge in different areas of the role, and overall mentorship.
- Delivery of work – you will be liaising with the wider delivery team to make sure they are delivering what is needed to meet clients’ retainer needs.
- Building relationships – we pride ourselves on our level of customer service and the way we work with our clients. Building good relationships with your clients is a key part of your role. You’ll need to have a deep understanding of the client’s needs, business, brand, sector, competitors, and audiences.
- Identifying opportunities, upselling & retention – The client services team are responsible for ensuring that our clients are happy with Embryo’s results and service, and therefore it will be your responsibility to ensure contracts are renewed, as well as identifying opportunities for growth of your accounts. As an Account Director, you would have monthly and quarterly sales targets to work towards and achieve.
- Teamwork – you’ll need to be a team player and work with other areas of the business on multi-channel clients, this includes our sales team. We are a business that likes to help each other out, so showing a willingness to help and support others is key.
- Management – as an Account Director you will be a senior member of our business, so you should set an example to both the client services team and the wider delivery team. You should therefore hold yourself to the highest of standards in terms of how you interact with clients and colleagues.
- Fresh Ideas – bringing fresh ideas to the whole team and ensuring that we remain at the forefront of the very latest digital marketing standards.
- KPIs – you should be comfortable working closely with the clients to ensure that client KPIs and objectives are met throughout the campaign.
- Contributions – play an active part in the growth of client campaigns and retaining their business thus minimising our churn rate.
- Accountability– It is essential for this role that the Account Director is accountable for their duties and any issues that arise with their clients.
- Trust– Working with the departments around you requires trust and respect for each other. For this position to be successful you will need to be confident enough to have open and honest conversations with each other in order to deliver the best results for the client.
Skills and Knowledge:
- Problem-solving – you need to be skilled in finding solutions when presented with any problems either internally or externally with clients.
- Listening – this is an essential skill to have within this position, always listen to the clients’ needs throughout the campaign, and find solutions together between yourself and the client.
- Organisation – It is your responsibility to make sure that the campaigns are running smoothly for your clients. There will be times when multiple people are involved, both client-side and internally, so it is important that you are the key contact for your client in order to avoid any lack of communication and organisation.
- Data Analysis & Reporting – we provide all clients with a detailed report of their campaign progress, either weekly for some clients, or monthly. You should be confident in your analytical skills and be able to report on these when needed for clients whether this is via email, face-to-face or on the phone. You should therefore have a strong understanding of how to interpret Google Analytics data.
- Desirable Experience – at least five years of account management/client services experience within a digital agency and be comfortable with managing up to 10 concurrent clients within a variety of different industries.
- Evidence of previous experience in directly managing a team.
- Software – you should have experience in using CRM tools, Google Analytics, GSuite, and communication channels such as Slack. For any other software or tools, training will be provided.
- Communication – you should be extremely comfortable engaging with clients, reporting to them over the phone and face to face. Thus, your telephone manner must be friendly and professional at all times. Your communication skills, both written and verbal, should be excellent.
- Time Management – we use an extremely efficient CRM tool to assist in time management, but you should also be confident that your workload is manageable and appropriate deadlines are set and met.
- Knowledge – you must have an excellent level of understanding of at least some of the services that we offer: Organic SEO, PPC, Paid Social, and Digital PR.
- Passion – you should be passionate about customer service and want to deliver the best results for your clients.
- Leadership – as an Account Director you will be a strong leader, who takes ownership and responsibility with your clients, the delivery team who work on your accounts, and the junior client services team members.
