Head of Account Management - Cardiff, United Kingdom - Pixafusion Marketing Agency

Pixafusion Marketing Agency

Verified Company

Cardiff, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

The Head of Account Management for all accounts within Client Services, this position is a critical and integral role in ensuring impeccable service at all times.

The post holder is responsible for managing a diverse range of Client Services functions and ensuring that communications run successfully both into and out of PMA to achieve client satisfaction and retention.

Key Responsibilities and Duties include

Manage all inbound and outbound client communications, such as project updates, weekly and monthly client reporting and enquiries, efficiently and professionally, ensuring a highquality customer experience.
Understand the client's business and supply chain strategy and align this within Pixafusion.
Sending order confirmation and invoicing to new and renewing clients and taking a proactive approach to followup to ensure projects start in a timely manner.
Arrange and coordinate project launch and client update meetings as well as take the lead on driving projects forward, while working closely with clients, Creative, Web Development and PMI.
Take responsibility for keeping client account projects on track to agreed client milestones and deadlines, and ensure payment terms are adhered to by clients.
Secure milestone signoff and ensure all costs and hours related to the project are in line with invoiced costs.
Ensure that the task management software is up to date and all associated milestones are on track with project deadlines.
Build positive relationships and work collaboratively with clients and stakeholders to contribute to a seamless operational process and the growth and development of the business.
Actively upsell clients where it is appropriate and valuable to their brand or business.
Refine client services processes, identifying opportunities and evaluating processes to improve the customer experience in line with new industry trends.
Track KPIs and report on them.
Lead, line manage, and support the "Client Services' team to help people perform at their best, by motivating and developing them to achieve high performance.
Delegate and supervise business operations by setting clear expectations for quality, accuracy, and the timeliness of work expected from the Client Services' team.
Hire, train, and develop employees, assessing employee performance.
Other duties, as required, to meet business goals.

Person Specification

Qualifications

Educated to a degree level (BSc/BA in Business Administration, Marketing or related field) or equivalent (Desirable)

Knowledge and skills

People management skills
Proficiency in Microsoft Office software
Excellent communication, interpersonal and presentation skills
Excellent planning skills, able to create highlevel and detailed plans with excellent time management skills
Numeracy and reporting skills
Able to cope with conflicting demands and prioritise tasks
Welsh speaking skills (Desirable)

Experience

Substantial experience in a customerfacing role, building and maintaining positive and professional longterm relationships with key stakeholders
Industry knowledge/understanding/experience
Project Management experience is essential
Experience of using Teamwork, CRM, and HR systems (Desirable)
Ability to build effective relationships with internal/external stakeholders and establish credibility quickly
Ability to deliver a highquality and caring customer service in a professional and timely manner, creating trust and confidence

Other