Ecommerce Account Director

1 month ago

London, Greater London, United Kingdom https:jobs-redefined.cositemap Full time
Ecommerce Account Director

We are seeking an experienced Ecommerce Account Director to join our Client Success Department. This role can be based on a hybrid basis from our Stockton-on-Tees or Newcastle City Centre office.

As Ecommerce Account Director at Visualsoft, you will take full responsibility for your own client portfolio. Your ultimate goal is to align the needs of your client portfolio with Visualsoft products and services to help your clients grow their business online.

You will do this with a solid commercial understanding of both client and Visualsoft revenue. You will put the client at the centre of everything you do and be responsible for their performance, satisfaction, and relationship with Visualsoft, ensuring your clients are happy and their online business is growing.

Key Responsibilities:

  • Develop strong client relationships by delivering excellent customer service at all times to all clients within your portfolio.
  • Nurture strong multi-layered client relationships, leveraging your Client Services Director to help achieve this.
  • Provide proactive, value-adding contact to all clients within your portfolio by telephone, at least once per month.
  • Ensure prompt follow-up to client complaints at all times.
  • Align client's business goals with short and long-term ecommerce strategies, by wrapping around Visualsoft products and services.
  • Be a specialist and a digital guru, able to wrap around client roadmaps by knowing which Visualsoft products and services are most suited to their needs.
  • Ensure client performance is improving, regardless of the services we provide to identify and suggest additional services or areas of strategic opportunity.
  • Ensure action plans are in place for 'at risk' clients with low performance, and ensure plans are in place to maximise growth for clients with strong performance.
  • Keep close to client commercials and profitability, and ensure you're on the pulse with client performance on a weekly basis.
  • Clearly articulate and escalate any issues that require greater attention up to the Client Services Director.
  • Aim to resolve issues first time by offering appropriate solutions to problems, and propose relevant suggestions up to the Client Services Director.
  • Achieve upsell targets by aligning Visualsoft products and services with client needs.
  • Provide clients with enough notice ahead of surveys being sent to achieve high response rates from your clients.
  • Achieve high renewal and retention rates from your portfolio by ensuring good service and delivery.
  • Ensure data accuracy and lead on invoice approvals for your clients.
  • Support the departmental goals.

Requirements:

  • Proven experience working within either a digital agency environment or in-house eCommerce role, both at a senior level.
  • Experience working across at least one digital marketing channel - PPC, Social, SEO, Affiliates, Email, and CRO.
  • Have a detailed understanding of the digital landscape and emerging opportunities and how to apply this knowledge to business.
  • Strong workload management and prioritisation skills.
  • A knowledge or appreciation of eCommerce.

What We Offer:

  • Competitive basic salary with great progression options.
  • Unlimited paid holidays - yes that's not a typo.
  • Hybrid working.
  • A high-performance MacBook.
  • Health Assured Employee Assistance Programme.
  • Free eye tests and flu jabs.
  • Free breakfast, fruit, hot and cold drinks, and protein shakes.
  • Friday afternoon drinks to wind down for the weekend.
  • Pension scheme to help you save for the future.
  • Cycle to work scheme.
  • Discounts across our brands.
  • Regular team social events.
  • Training & development.

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