Ecommerce Director

4 weeks ago

StocktononTees, Stockton-on-Tees, United Kingdom Visualsoft Full time
Key Responsibilities

The Ecommerce Account Director will be responsible for developing and maintaining strong client relationships, aligning client business goals with Visualsoft products and services, and identifying opportunities to grow revenue for both clients and Visualsoft.

Client Relationships
  • Develop and maintain strong client relationships through excellent customer service and proactive communication.
  • Nurture multi-layered client relationships and leverage the Client Services Director to achieve this.
  • Schedule and attend regular face-to-face meetings with clients to improve their experience with Visualsoft.
  • Provide value-adding contact to clients through telephone and email, at least once per month.
  • Ensure prompt follow-up to client complaints.
Client Growth
  • Work closely with clients to understand their business, goals, objectives, and challenges.
  • Align client business goals with short and long-term ecommerce strategies, using Visualsoft products and services.
  • Be a specialist and digital guru, able to wrap around client roadmaps using Visualsoft products and services.
  • Present pitches and proposals to key stakeholders, both internally and externally with clients.
  • Identify, propose, and close upselling opportunities to secure additional business from existing clients.
  • Ensure client performance is improving, identifying and suggesting additional services or areas of strategic opportunity.
  • Develop action plans 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, ensuring you're on the pulse with client performance on a weekly basis.
  • Lead on campaign coordination.
Escalations
  • Be the first point of contact for escalations, issues that arise, and/or complex queries that require senior attention.
  • 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.
Department KPIs
  • Achieve upsell targets by aligning Visualsoft products and services with client needs.
  • Emphasise the importance of NPS throughout all client communication.
  • Provide clients with enough notice ahead of surveys being sent to achieve high response rates from your clients.
  • Provide prompt follow-up to NPS respondents to determine how future scores can be improved.
  • Achieve high renewal and retention rates from your portfolio by ensuring good service and delivery.
  • Contribute to soft measures across the department, such as Visualsoft reviews and case studies.
  • Ensure data accuracy and lead on invoice approvals for your clients.
  • Align goals to business overarching goals and objectives.
  • Support the departmental goals, develop and agree on, and achieve set objectives.
Personal Development
  • Identify and agree personal development needs, and take actions to address these.

Requirements include proven experience working within a digital agency environment or in-house ecommerce role, experience working across at least one digital marketing channel, a detailed understanding of the digital landscape, and proven experience of managing people and teams.

Desirable requirements include previous experience of consultative selling, a knowledge or appreciation of ecommerce, results-oriented, ability to generate new ideas, and ability to overcome challenges.

Benefits include a competitive basic salary with great progression options, unlimited paid holidays, hybrid working, great working environments, a high-performance MacBook, Health Assured Employee Assistance Programme, free eye tests and flu jabs, VS Perks, free breakfast, fruit, hot and cold drinks, and protein shakes, Friday afternoon drinks, pension scheme, cycle to work scheme, discounts across our brands, regular team social events, and training and development.

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspectives.

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