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Client Relationship Executive

3 months ago

Manchester, United Kingdom STM AGENCY Full time

Client Relationship Executive Role

The primary objective of the Client Services division at STM AGENCY is to cultivate enduring and impactful partnerships, rooted in 'perpetual thinking' and creativity, to enhance both client and agency profitability and growth. We operate as a cohesive unit, unified by our core values: with curiosity, with agility, with a smile.

As a Client Relationship Executive, you will oversee your team's Account Executive/Senior Account Executive, collaborating closely with your team's Account Director when necessary. You will be responsible for the daily management of your projects, working alongside and contributing to the efforts of the Create, Reach, and Code teams to ensure that the output for clients surpasses industry standards. Additionally, as part of the Client Services 'Centre of Excellence', you will ensure that you and your team are fostering profitability and opportunities for the agency.

Key Attributes:

  • Inquisitive
  • Engaged
  • Friendly and approachable
  • Motivated and self-driven
  • Proactive
  • Flexible
  • Organized
  • Responsible and transparent

Daily Responsibilities:

Client Relationship Management (30%):

Establishing and nurturing relationships with clients, ensuring the delivery of exceptional work that meets timelines, briefs, and budgets.

Acting as the main point of contact for clients, leading daily communications and providing team support by attending and engaging in meetings to help maintain strong client relationships.

Project Oversight (25%):

Collaborating with internal teams to guarantee project success through informal catch-ups and project status & review meetings.

Managing the creation of agency briefs, project timelines, quotes, timing plans, and scheduling while addressing low to mid-level client issues alongside the team Account Director.

Strategic Planning (15%):

Contributing to the formulation of strategic plans as outlined by senior agency figures, aligning with client objectives.

Providing insights and recommendations during strategic discussions & planning when participating in meetings with senior team members and clients.

Being knowledgeable and proactive about your client's market, sector specialization, and challenges, enabling the agency to better support their business growth.

Budget Management (15%):

Developing and overseeing project budgets in collaboration with your Account Director, tracking and managing client costs from quotes, POs, invoices, and timesheets for your projects.

Creating cost estimates/quotes by gathering necessary information to ensure accuracy when needed from the Create, Reach, and Code teams.

Contributing to the monitoring and delivery of client forecasted sales and profitability alongside the team's Account Director through reports and participation in pipeline meetings.

Problem Solving (10%):

Addressing project challenges and devising solutions for both client and agency.

Ensuring smooth project progression by maintaining momentum, participating in the execution of necessary changes and adjustments to deliver the project on brief, on time, and within budget.

Proactively learning more about the agency's specializations to contribute to client discussions regarding Creative, Code, and Reach.

Quality Assurance (5%):

Participating in project reviews to understand the quality standards that must be upheld at all times.

Contributing to the assurance that client expectations are met without over-promising or over-delivering – knowing when to escalate issues to more senior team members.

Success Metrics:

  • Demonstrable embodiment of the values: with curiosity, with agility, with a smile
  • Compliance with company policies and appropriate use of company software and tools
  • Achievement and surpassing of your contribution to target objectives set annually – for agency, department, team, and personally
  • Competency scales and performance across all areas of your role: basic, capable, accomplished
  • Client growth and satisfaction metrics
  • Team feedback – both locally and across the agency