Digital Account Manager

OVERVIEW

Individual will be a primary client contact. Responsible for fostering client relationships whilst guiding the team to create quality and profitable projects which are aligned to clients business needs and objectives. Provides input strategically as well as design analysis. Ability to multi-task and work effectively under pressure to optimize agency and client relationships and profitability.


ROLES

  • To manage and administer the client’s account to the benefit of both client and agency with the purpose of creating the best possible communication in order to become an indispensable source of our client’s competitive advantage.
  • Working closely with the business head and the rest of the client services team to ensure and support effective delivery of all projects.
  • Responsible for the smooth running of all accounts and production of the advertising campaign
  • Ensure that work is produced on time and within the necessary allocated budget with assistance of the necessary traffic manager
  • Foster strong relationships with team and agency
  • Helps to create the best possible work environment in which to produce the best possible work
  • Effectively helps teams members and coaches junior team members to grow


TASK AND RESPONSIBILITIES

  • The position involves consistent liaison with key clients and interaction with production regarding the projects in the system.
  • Responsible for client communications, conflict resolution and compliance on client deliverables and revenue
  • Build and maintain strong client relationships through regular contact (meetings, email and phone)
  • Work with operational team to ensure campaigns are implemented and up and running in a timely manner
  • Stay on top of the performance of each campaign and optimise where necessary
  • Ensuring that client needs and requirements are understood, interpreted and communicated accurately and that their expectations are managed at all times
  • Identify opportunities for up-selling and cross-selling existing clients
  • Continuously stay up to date with market trends
  • Ensure high standard of customer service at all times
  • Always ensure client accounts are up to date ensuring monthly recons are done, reports are sent out and accounts are paid up (KPI?)
  • Ensure quality control measures, quality of work and any set timelines or KPIs are maintained
  • Must be capable of compiling contact and status reports and writing up briefs
  • To produce reports on a weekly, monthly and annual basis based on requirements

Administration

  • Preparation of all al necessary reports, status reports and job bags after client contact
  • Organizes regular internal status meetings and external client meetings
  • Records all client meeting, distributes contact reports within 24 hours of the necessary meeting at hand
  • Maintains a central filing system for all documentations
  • Quality checks work before leaving the agency (final approval)
  • Develops a healthy working relationship with client and within the agency as a whole
  • Preps and develops creative briefs
  • Assists Account Director in preparation of client meetings and larger internal briefs
  • Ability to work with and within the agency systems and procedures

Client

  • Has a strong understanding of all clients business factors and trends
  • Is the firsts first point of contact for client and any internal agency questions
  • Builds client relationships on trust and mutual understanding
  • Good communicator and informs client on all aspects of their projects
  • Shows enthusiasm for the clients business
  • Answers all clients queries promptly and anticipates any issues or questions client may raise

Creative

  • Is responsible for setting creative context for the business based on client and business needs
  • Has the ability to judge and sell creative work
  • Has the ability to create and articulate great briefs
  • Gains approval on all work and necessary print jobs
  • Checks quality of print work

Finance

  • Contributes to good financial management of the business by ensuring that cost estimates are prepared correctly and within the necessary client budgets prior to going to the Account Director for approval
  • Ensures that agency responds to any finance query within 48 hours
  • Has complete and sound understanding of the agency divisions and offering to find “cost saving” solutions
  • Saves all the necessary quotes and important documentation are saved as an external document/s
  • Ensures all approved CE’s are billed timeously and briefed through chase
  • Ensures that all CE’s have PO’s
  • Assist in chasing client for invoice payments once communicated by finance

Traffic

  • Working with the necessary traffic manager to ensure that all work in progresses will meet the set of deadlines
  • Updates the necessary traffic manager of any required changes or updated requests
  • Reviews job statuses with traffic manager weekly
  • Regularly closes any necessary jobs where applicable
  • Submits timing plans based on traffic recommendations to client

Planning

  • Contributes to writing insightful and single minded briefs
  • Ability to develop and create scope of work management – ensure projects are meet with the upmost quality and delivered within the necessary time
  • Can read and interpret quantitative sales/distributed information
  • Has the ability to liaise with media department in preparing media plans for the client
  • Understands basic media terminology
  • Keeps media informed wrt development of creative work and clients budget
  • Responsible for executing and implementing of approved campaigns
  • Delegates effectively to members of the team/department
  • Has a good understanding of the clients motivation and behavior patterns


REQUIREMENTS

  • South African citizen
  • Own reliable transport
  • Tertiary Qualification or equivalent industry experience
  • Minimum of two (2) – Five (5) years’ experience in account management role in an agency
  • Superior communication skills, both internal and client-facing
  • Thorough knowledge and understanding of all digital work types, terminology and how these integrate to deliver on campaign objectives (NB)
  • Demonstrates leadership qualities
  • Good interpersonal skills
  • Strong service orientation


PERSONAL SKILLS/ATTRIBUTES

  • A hands-on and professional approach with both clients and team members
  • Highly attentive to detail – you are a “well-organised” individual
  • Prepared to work late (if needed) go the extra mile!
  • Must be able to perform under pressure and deliver on fixed timelines
  • Must have excellent ability to work with people within cross functional teams
  • Must have strong networking, facilitation and negotiation skills
  • A strategic and creative thinker who is confident, self motivated, articulate and practical.
  • Needs to be sensitive, positive and proactive
  • Demonstrate an ongoing ability to work collaboratively with our company’s management and other agency teams on RFPs, tenders, meetings, presentations, etc.


KPI AND MEASUREABLE DELIVERABLES

  • Preparation of all meetings and reports i.e. agenda’s, meeting set ups and contact reports etc. contact reports sent to client after each meeting and client contact within 24 hours
  • AM to quality check all work prior to leaving the agency, AM to ensure that the creative/delivery in on par to the necessary brief and client expectations
  • Create and articulate insightful briefs, the briefs compiled need to represent clients’ requests and should ensure that all information is covered for studio briefing purposes. These briefs should be airtight so that there is no room for error
  • Ensure that all work and necessary briefs have been approved internally and with client. Nothing to be briefed into studio or leave studio without a written approval from client
  • Ensure that all finance queries directed at the necessary AM are responded to within 48 hours
  • AM to ensure that all CE’s are billed timeously and through chase for the necessary billing cycle i.e. prior to the 25th of each month. All billing instructions to be accompanied by the necessary POs