Customer Experience Manager

3 weeks ago


Liverpool, Liverpool, United Kingdom Inspired Thinking Group (ITG) Full time
Account Manager Role Summary

This role is responsible for delivering exceptional service to clients in line with contractual requirements and ITG's KPIs. The primary focus will be on providing support for photographic requirements, while also overseeing ATL and CRM needs. The successful candidate will work closely with the Creative Production AD and BD to promote the full ITG offering and drive continuous improvement initiatives.

Key Responsibilities
  • Build and maintain positive relationships with key stakeholders to ensure the client's marketing strategy, aims, and goals are understood, enabling ITG to deliver the best service.
  • Adhere to all processes and best practices to ensure projects are produced impeccably, on-time, and within budget.
  • Respond to client requirements within designated SLA frameworks, developing robust proposals and timing plans.
  • Champion and support the development of best-in-class briefs to support creative and photography teams.
  • Provide strategic creative input to client marketing teams, offering advice on creative direction, channel execution, and brand consistency.
  • Support the collation and validation of photographic requirements from clients, producing shot count matrices.
  • Engage internal resource SMEs to support project delivery, as required.
  • Work with the Traffic Manager and Production team to ensure work is efficiently scheduled and managed, with tight resource utilization monitoring.
  • Collaborate with senior client stakeholders to keep them informed of retained hours used and potential transitions to a Pay-as-You-Go model.
  • Accurately maintain status reports to present to both the client and ITG, monitoring account performance and client priorities.
  • Optimize the commercial benefits from customers to ensure maximum profitability, while remaining within client commercial agreements.


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