Client Relationship Manager

The Client Relationship Management team aim to build a relationship with the client by focusing on generating revenue and profit for both the client and Mediaworks through the suite of products and services.

It is the role of the CRM Team to regularly consult with the client to grow the relationship, deliver projects and identify upsell opportunities that would benefit both the client and Mediaworks.

Main responsibilities

  • The successful performance of the clients commercial understanding objectives and report using key performance indicators. Regular and consistent reporting of campaign performance and ROI.
  • You will work with Tier 1 and 2 clients.
  • Identify commercial opportunities that will benefit the client’s business.
  • Take responsibility for the quality of the service delivered to the client.
  • Be the internal owner of the client’s projects to ensure a smooth delivery of the project within time and budget.
  • Act as the primary point of contact with client should have a complaint.
  • Growth and retention of existing accounts.
  • Ongoing development and improvement of the campaign delivery processes.
  • Have an understanding of the client, their business and the sector they operate within.
  • Suggest opportunities for growth including new sectors and/or international opportunities

Specific areas of focus

  • Manage multi-channel campaigns to drive the best return on investment.
  • Key Performance Indicators (KPI’s) are a measure of performance. Many of these are taken directly from Dynamics CRM and client reports. These include:
    • Customer Satisfaction Scores (CSS)
    • Contract Renewals
  • Rolling monthly contracts
    • On hold/paused projects
    • CRM Team and Individual Upsell into clients
    • Client meetings (in person and video) and calls
    • Debtors
    • Leavers report
    • Increased product penetration report (Traffic Lights)
    • Client goal tracking
  • Participate in in regular meetings with your line manager including:
    • Regular 1:1 meetings and performance appraisals to review performance.
    • Assist in personal development plans and regular training to develop your skills.
    • Work toward goals and objectives to support personal development and promote engagement
    • Participate in regular team meetings and share feedback with the CRM and others within Mediaworks.
  • Take ownership of the service delivery process and ensure that all processes are followed diligently, including:
    • Client Meetings
    • Commercial understanding meetings
    • Internal Kick Off Meetings
    • Monthly Reporting
    • Quarterly ROI Meetings
    • Ad hoc client meetings with the BDM when opportunities have been identified.
  • Monitor campaign results, attend ROI meetings and ensure client targets are achieved.
  • Look for growth in existing accounts, identify up-sell and cross-sell opportunities.
  • Work to ensure client retention is within agreed targets and is primary focus of the team
  • Ensure Client Satisfaction Scores (CSS) are updated each month.
  • Regularly review campaigns in “Intensive Care” and ensure action is taken to improve performance
  • Ensure CRM records are maintained accurately and all campaign documents are saved in the relevant teams folders
  • Attend the weekly Planning meetings and ensure campaigns are planned efficiently
  • Contribute to the continuous development and improvement of our MI systems
  • Work with the Business Development Team.
  • Promote Mediaworks through social channels, webinars, networking events and speaking engagements should it be required.

General

  • Actively support colleagues and contribute to a positive team environment
  • Pursue personal growth through training and development opportunities
  • To attend and participate positively in staff meetings.
  • Keep up to date with advances in the industry particularly digital strategy
  • Google Analytics, Adwords and Bing – applications are all core to our interaction with the client, you should study and pass the relevant courses provided by Google and Microsoft.
  • Undertake and fulfil other duties as may be reasonably required by Mediaworks, in line with the incumbent’s skills, knowledge, abilities and personal development opportunities.
  • Ensure all information is recorded in the Mediaworks CRM System.
  • Work with the wider Mediaworks team to develop our people, deliver client value and revenue to Mediaworks.

Person Specification:

  • 1 to 3 years proven experience in an account or client relationship management role within the digital industry
  • Excellent verbal and written communication skills
  • Experience of client satisfaction tactics and techniques.
  • Demonstrable knowledge and experience of digital products.
  • A track record of developing and implementing project processes.
  • Display an aptitude to solve problems and the confidence to influence and engage in the decision-making process.
  • An understanding of the planning process to deliver efficient and effective services
  • An aptitude to solving problems and the confidence to influence and engage in the decision- making process.
  • A team player, with a positive outgoing personality and a can-do attitude.

Does this sound like you? If you’re interested in this fantastic opportunity, apply now by uploading your CV using the form below

APPLY NOW. OWN YOUR FUTURE.

APPLY NOW. OWN YOUR FUTURE.

If you would like to apply for this position then simply fill out the form below and we will be in touch, alternatively, send your CV and covering letter with reference to this role to info@mediaworks.co.uk.

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