Digital Client Experience Specialist

1 week ago

Ipswich, Suffolk, United Kingdom Walker and Sloan Ltd Full time

Walker and Sloan Ltd is seeking an experienced Digital Account Manager to join their team on a full-time basis.

The Digital Account Manager will be responsible for setting objectives and realistic contributing Key Performance Indicators (KPIs) to highlight the positive performance of marketing efforts handled by the Marketing Services Team.

They will be required to convey expert knowledge, remain focused on the task, and plan effectively as an internal stakeholder for the client.

Key Responsibilities:
  • Client Relationship Management: Work with the Marketing Services Team and the Client Experience Team to ensure our client's digital marketing strategies are implemented to brief, on time and within budget.
  • Meeting Coordination: Organise client meetings, execute meeting agendas and compile meeting contact reports.
  • Client Communication: Effectively communicate with our clients via email and calls, taking a proactive approach to client communication. Ensuring client contact is same-day response.
  • Client Onboarding: Organise and conduct new client consultancy meetings, setting up the correct client management systems.
  • Digital Briefing: Complete digital briefing documentation for distribution to the digital marketing consultants.
  • Digital Marketing Strategy: From Consultancy and Client Brief, complete a digital marketing strategy to document the intended approach we will take as an agency.
  • Marketing Objectives: Set Marketing Objectives in collaboration with your client and servicing team, which will be achievable and reportable month on month.
  • Upselling and Cross-Selling: Highlight the opportunity to a client through additional services, increasing budgets with a clear Return on Investment (ROI).
  • Client Education: Educate the client on how we will approach onboarding, strategy, planning, production and implementation, and reporting to ensure the client is inclusive, part of the team and is on the same journey as us.
  • Campaign Quality Assurance: Quality assure campaign planning and production from a client's perspective ensure the campaign provides a solution to the problem and answers the client brief.
  • Client Performance Reporting: Quality assure client performance reporting, ensuring positive data is highlighted and investigating any negative performance data to understand how and why.
  • Client Portal Management: Set-up, manage, maintain, and upload performance reports within our client management system.
  • Data Protection and Security: Ensure that data protection and security policies are adhered to for all clients.
  • Production Scheduling: Ensure that production schedules are adhered to by implementation managers, highlighting to Head of Marketing Services any delay to schedules.
  • Risk and Compliance: Highlight Risk, Complaints, Cancellations to the Head of Client Experience as it happens and work alongside this stakeholder to resolve.

With a substantial existing account base, a diverse product range, and a fast-paced and exciting role like this, offers unrivalled long-term security and progression, ideally suited to a Digital Marketing Manager looking to increase their knowledge and experience as part of a growing agency.

What We Can Offer:
  • Competitive Salary: A rewarding pay structure that grows with your experience.
  • Holiday Package: 20 days holiday plus 5 long weekend days, with an additional day per year of service, alongside bank holidays.
  • Health and Wellness: PureGym membership and private health insurance with no excess.
  • Work Culture: Enjoy regular social and awards events throughout the year.
  • Recognition: Be eligible for the Monthly Unity Online Star Award.
  • Work Environment: Benefit from free parking, onsite kitchen facilities, and an inspiring office environment.

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