Client Services Executive

Reporting To:

Jim Walker

Senior Account Director

Department:

Client Services

We’re looking for a Client Services Executive to join the Client Services department who will be the main point of contact for our clients and successfully manage and coordinate their digital marketing campaigns. You will be required to support the wider team with the administration of larger client accounts and develop your knowledge of digital marketing channels to offer a first class service to our clients.

Role Responsibilities:

• Client management– to be able to manage a portfolio of smaller client accounts receiving services across Digital PR, Social media advertising, SEO, and PPC.
• Carry out administration support for other members of the client services team, supporting them with larger client accounts and assisting with the management of the internal delivery team to ensure all deadlines are met.
• Training and Development – increasing and understanding your knowledge of our digital marketing channels.
• Delivery of work – you will need to be comfortable liaising with the wider delivery team to make sure they are providing what is needed to meet client 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.
• 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 willingness to help and support others is key.
• Fresh Ideas – bringing fresh ideas into 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.
• Sales and targets – You will be required to achieve a monthly/quarterly upsell/cross-sell target set by the business.
• Accountability– It is essential for this role that the Client Services Executive 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 work collaboratively to find solutions with our clients.
• 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.
• Reporting – each month we provide all clients with a detailed report of their campaign progress. 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.
• Software – you should have experience in using CRM tools, Google Analytics, GSuite, and communication channels such as Slack or Skype. For any other software or tools, training will be provided.
• Communication – you should be 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 a basic level of understanding of the services that we offer: SEO, PPC, and Social Media advertising.
• Passion – you should be passionate about customer service and want to deliver the best results for your clients.
• Desirable experience – you should have at least 1 year of experience in a client-facing role.