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Client Services Manager

City, Cardiff
£35,000 to £43,000
Job Type
1 Sep 2022
Cardiff (Hybrid & Flexible Working) Permanent, Full Time, 39 Hours per Week Salary circa £35,000 - £43,000 per Annum + Bonus UNLIMITED Annual Leave Private Health Insurance Enhanced Maternity / Paternity Leave Employer Pension Contribution The Company: My client is a multi-channel digital marketing agency, providing B2B support in respect to PPC, SEO, content, strategy and PR. They are at the forefront of their industry, providing the digital gold standard against which all marketeers should be measured. They pride themselves on their innovation, transparency and measurable results with a vision to become a top 10% independent digital performance agency. To achieve this, they put their people s wellbeing, development, and fulfilment first, an experience they hope will echo through to their clients. The Role: Reporting to the Head of Commercial Services, the Client Services Manager is responsible for managing the day-to-day delivery of the Account Management function within the team. You will coordinate your team of Account Management professionals, acting as a role model and business leader. You and your team will be targeted to increase revenue performance against quarterly and annual targets, guarantee client satisfaction and ensure the health, viability and profitability of pipeline. As a highly commercial problem solver, you will lead a team from within and by example, ensuring the highest levels of service are achieved whilst also attaining business growth. As Client Services Manager your focus will revolve around: People Management The primary focus of this role is ensuring that you have a happy and motivated team, that works together effectively, and performs to a high standard in their roles. You will be responsible for developing talent within your team and as such need to be able to encourage and motivate people, facilitate collaborative working practices, effectively delegate tasks, conduct appraisals, and mentor individuals. You will focus on people s strengths and find opportunities to challenge, coach and nurture people. You will work closely with HR when performance issues arise to address quickly. You will be expected to drive business growth through existing client accounts by supporting your team members in identifying growth opportunities and being the point of escalation for any issues and problem solving in your team. Agency Management This is a manager level role requiring regular collaboration with the other managers at the agency. Acting as your team s voice at the agency s management meetings, you will be constantly up to date with your team s priorities and concerns. Raising key issues and discussion points in management meetings will be a big part of your role. You will ensure your team of Account Managers are confident in the agency s effective delivery of client work. This will involve highlighting key client meetings (QBRs/Renewals etc.), client concerns, or important deadlines to the management layer, in addition to ensuring your team are hitting their own deadlines. You will also work closely with our Project Managers to ensure your team s projects are properly scoped, scope-creep is managed, and processes are improved so projects run more efficiently. Account Support You will be an experienced Client Services Manager and will have overall responsibility for the retention and growth of the client portfolio under your team s management. A primary KPI for performance in this role will be your team s performance to target. Targets will include retention and growth of the client portfolio under your team s management. In addition to acting as the line manager for your team members, you will also be the Client Sponsor on their accounts. This will involve conducting client facing meetings once a quarter with our client base to assess account health and identify ways we can improve our service. It is essential that you can build and sustain strong and lasting relationships with clients and provide excellent customer care. Where appropriate, you may need to meet with clients outside of working hours for client entertainment and relationship building. Senior Responsibility As a senior member of the team, you will be expected to perform several additional duties as required by the agency. You will work collaboratively with the New Business team to secure and onboard new accounts which may include working with the Head of Commercial Services to respond to briefs and attend pitches. You will be expected to review and measure the performance of our accounts as well as provide internal executive reports to the Leadership Team. Responsibilities: Responsible for your team s revenue contribution to the business. You will ensure your team hits target, to facilitate the agency s continued success and growth plans. This will be achieved through the retention and growth of existing accounts. Provide the Leadership Team with a pulse on client health, including taking ownership of the client services RAG report and your team s pipeline. Ensure that you have a happy and motivated team, that works together effectively, and performs to a high standard in their roles through regular team meetings, 121 sessions that provide meaningful feedback and removing roadblocks to their success. Supporting your team members in identifying growth opportunities and being the point of escalation for any issues and problem solving in your team. Highlighting relevant areas of focus for the agency s management team and ensuring these are followed up and actioned appropriately. Assisting your team to plan for account growth through updated Strategic Account Plans and smart commercial planning. Ensure proactivity among client account teams by regularly assessing their activity, regular team meetings and 121s and agreeing/following up actions as appropriate. Act as a coach to the Client Account Managers, helping them to excel in client service, account management and account growth. Keep Head of Commercial Services and Leadership Team informed about any client highlights/ opportunities/issues through regular updates and on request. Produce client contracts/SOWs and ensure they are signed promptly. Ensure that you and your team is providing the best client service at all times by being accountable for the delivery of all agreed actions, to agreed budgets and deadline. Any other duties as reasonably requested by the Company from time to time. Skills, Experience & Qualifications: 2+ years demonstrable experience in a comparable role, ideally within an Agency environment. A thorough understanding of digital marketing techniques and strategy including SEO, PPC, Content Marketing, Social Media, PR and eCommerce. A track record in delivering results and exceeding expectations. Be confident, positive and outgoing Client leadership skills including the ability to sell ideas (and say no) to clients, as necessary. A strong team player and collaborator. Excellent organisation skills, problem solving skills, adaptability and the ability to juggle multiple tasks and priorities. Excellent written and verbal communication skills. Strong commercial awareness. Experience in any of the following areas would be a distinct advantage: ecommerce (retail), finance, education or training. Aspire Recruitment Services Ltd is dedicated to working in partnership with candidates at every level, matching talented individuals with employers who invest in their people. This vacancy is no exception. If your skills, experience and qualifications either exceed those listed, or are within another specialism altogether, your application is welcome and encouraged. Aspire Recruitment Services Ltd is committed to promoting diverse, inclusive and authentic workforces where talent and tenacity is valued in equal measure. Your enthusiasm and ambition may align with this or another opportunity, with no limits placed on what can be achieved when we work together. Aspire Recruitment Services Limited is acting as an Employment Agency in respect to this vacancy
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  • Job Reference: 701354307-2
  • Date Posted: 1 September 2022
  • Recruiter: Aspire Recruitment Services
    Aspire Recruitment Services
  • Location: City, Cardiff
  • Salary: £35,000 to £43,000
  • Bonus/Benefits: Bonus + Excellent Benefits
  • Sector: Sales & Marketing
  • Job Type: Permanent