Purpose of the job
- The role of the Account Director is responsible and accountable for the busines relationship, service delivery and growth of a key client within Collinson’s portfolio. It is the responsibility of the Account Director to drive results, client satisfaction and consistent quality of work from their Client Service Team. The role is also responsible for the strategic direction of the account through identifying and understanding the client needs and define solutions/services that meet those needs to drive success for the client program as well as delivering value and revenue to Collinson.
Key Responsibilities
- Responsible for the overall management of the client account through exemplary business as usual service execution.
- Lead client service team members, ensuring the team add value with all client interactions, structure performance management, ensure all relevant processes are documented and executed to client satisfaction.
- Day to day professional, develop strategic relationship with at least 2 levels of client relationships.
- Managing the client contact strategy, service meetings and key input into the strategic roadmap for the client’s program.
- Development and presentation of Quarterly Business Reviews including new initiatives, loyalty knowledge sharing opportunities that enahance / evolve the clients loyalty proposition.
- Liaising closely with internal and external stakeholders across multiple functions including campaign execution, analytics and IT services to drive program success. Ensure all stakeholders understand program objectives and KPIs.
- Monitor client budgets to ensure profitable financial management of the client account.
- Monitor and control accurate client billing.
- Manage and input into contractual service obligations and negotiations.
- Accountable for defining the strategic direction and growth of the client account. Input into and drive opportunities for new services/propositions, technology solutions, consultation and project roadmap which delivers against the clients growth targets.
- Develop compelling go-to-market offerings in loyalty and marketing analytics.
- Scoping, cost analysis and pricing of proposals. Liaise with internal stakeholders to develop feasible and profitable solutions/services that are relevant to the client for account growth.
- Problem analysis and resolution; manage customer complaints / escalations.
- Point of escalation and decision making for both client and internal teams.
- Team management; regular 1:1s, team meetings, team coaching, team development etc.
Knowledge, skills and experience required
- At least 5+years experience within the marketing agency /loyalty industry and account services.
- Sound understanding of marketing; loyalty, below the line, digital, mobile, CRM.
- Business / Marketing degree level qualifications or equivalent.
- Exceptional track record in people leadership. Strong senior stakeholder management experience.
- Ability to lead, manage and motivate a team if direct reports to meet client and company objectives.
- Confidence and the ability to influence clients, build and maintain client and stakeholder relationships.
- Team player who can work in cross-functional environments.
- Experienced negotiator and skilled in conflict resolution.
- Strong problem solving skills.
- Superior documentation and communication skills.
- Experience working with onshore and offshore teams.
Candidate Characteristics
- Exceptional communication skills with the ability to communicate with all levels of management, cross cultures and time zones.
- Excellent interpersonal skills and comfortable liaising directly with the Client.
- Ability to easily build rapport.
- Positive, proactive, self-motivated and able to work on own initiative.
- Ability to motivate and lead others.
- Solution and outcome focused/driven.
- Organised with an excellent attention to detail.
- Ability to focus on high quality work while under pressure and comfortable working with independently in a dynamic and challenging environment.
- Ability to accept direction and suggestions for growth and development.
- Flexible and adaptable to changing environments.