Account Manager

You'll be responsible for email campaign management; including set-up of trigger campaigns, and management of multiple small end-to-end client projects. Key tasks are scheduling, budgeting, briefing, quality assurance, and commercial management.

This is a client-facing role requiring effective communication and facilitation skills, and the glue that works across all areas of the business to bring together teams to identify and delivery of new exciting client projects.

You'll need to be excited about being part of our success. Thriving when faced with new challenges and constantly seeking to improve our clients’ experience.

Key Duties

Deliver Excellence

• Management of email and SMS campaigns, plus low complexity projects / change requests from start to finish

• Maintain flexible and clear campaign procedures and processes, which includes implementation, tracking and measurement

• Produce and maintain timing plans for all client and internal deliverables to hit deadlines

• Communicate in an accurate and timely manner the status and timelines of campaign work

• Manage daily scrums to determine priorities of campaigns delivered in line with deployment schedule

• Ensure emails and SMS follow industry best practice and provide advice to our clients

• Fully understand the end-to-end digital email and SMS execution process to identify efficiencies, make effective prioritisation calls with your team’s support, and seek opportunities for improvements and innovation

Bring Passion

• Build strong and lasting relationships with clients though regular communication

• Hold weekly status calls, and distribute status reports for tracking actions and deliverables

• Be part of the Quarterly Business Review, providing content about the delivery of EPIC work

• Be a partner to clients, understating their objectives, goals and campaign strategy, leading to identification of new opportunities and account growth

• Monitor and track client satisfaction, and ensure the teams are delivering to client expectations

• Work towards the highest quality standards in everything you do

Demonstrate Integrity

• Escalate blockers or risks to delivery to your Account Director manager to minimise risk

• Ensure the client relationship is governed in line with company policy and processes

• Ensure client requirements are clearly defined, using supporting team members to elicit further if needed

• Create and forward-load work into scheduling management tool for both billable and non-billable work

• Ensure that deadlines are actively reviewed and correctly updated in the job created

• Be responsible for the financial management of jobs you are completing, including:
  opportunity logging and revenue maintenance, creation of accurate estimates, requesting PO to commence work, invoicing on job completion, tracking of time spent and overburns to ensure all costs are invoiced

Work in Collaboration

• Work with key internal and external stakeholders to implement effective campaign activity, with clear communication

• Be a direct interface between internal delivery teams and clients across all work initiatives and deliverables, capturing and documenting requirements clearly and thoroughly, and owning all communication on progress, status, and risks.

Measuring success

• Successfully deliver email campaigns and projects to a high quality, on time and on budget

• Makes a positive contribution to the team and receives positive feedback

• Receive a consistently high level of internal and external client satisfaction

• Ensure all projects and email campaigns have a recognised revenue schedule attached in Salesforce, and are updated on a weekly basis in line with delivery plan

• Ensure all projects and email campaigns are invoiced through the management system

• Request and receipt of POs from client before commencing work

• Timesheets to be completed on a daily basis for commercial tracking

What we’re looking for

• Experience of delivering as an Account Manager in an agency environment is essential, with a focus on campaign management

• Knowledge of key ESPs – Adobe Campaign, Salesforce Marketing Cloud, Acoustic, Dotdigital

• Digital marketing experience

• Experience of problem solving / troubleshooting skills

• Must have good Microsoft Office skills (Word, Excel, Outlook, Visio, MS Project)

• Extremely well-organised

• Logical thinker

• Calm under pressure

• Natural problem solver

• People person who can mix at all levels of the business