Senior Client Relationship Manager

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

Your role includes, but is not limited to:

• 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 detailed 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

• Working with many of the larger the accounts you will have help support the clients as they invest in online and offline marketing campaigns. The focus will be on Tier 1 and 2 accounts.
• You will own projects and take responsibility. The results of the projects will be shared with the business and senior team within Mediaworks.
• As new people join the CRM team you maybe asked to support the individual as they learn the skills required to execute their role in line with their job specification.
• Manage multi-channel campaigns to drive the best return on investment.
• Key Performance Indicators (KPI’s) are a measure of performance.
• Schedule regular meetings with your line manager including:
• Regular 1:1 meetings and performance appraisals to review performance.
• Take ownership of the service delivery process and ensure that all processes are followed diligently.
• 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

• 2 to 4 years proven experience in an account or client relationship management role within the digital industry.
• A commercial understanding to maximise all opportunities that will be identified by you, the Executive Sponsor and the Business Development Management team.
• Project management skills.
• An ability to host clients in social environments.
• 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.
• A detailed 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.

No Recruitment Agencies Please

Apply Now. Own Your Future. Send your CV to info@mediaworks.co.uk.