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Head of Account Management

4 months ago

Cardiff, United Kingdom Pixafusion Marketing Agency Full time

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 high-quality 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 follow-up 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 sign-off 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 up-sell 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 high-level 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 customer-facing role, building and maintaining positive and professional long-term 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 high-quality and caring customer service in a professional and timely manner, creating trust and confidence

**Other**
- Proactive and professional attitude
- Organised and Structured Approach to Quality Execution and Client Satisfaction

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Bereavement leave
- Canteen
- Company pension
- On-site gym
- On-site parking
- Private medical insurance
- Profit sharing
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

Application question(s):

- What is your approach to managing multiple projects?

**Experience**:

- Account management: 3 years (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: PMA/HCS/2023
Expected start date: 03/07/2023