Position: Account Manager (Direct Mail)
Location: London
Salary: Up to £40k
The Company: Print & Direct Mail company
Role:
• To support the achievement of the business’s goals by adhering to all policies and procedures applicable to your job role and area of responsibility.
• To be entirely responsible for the service delivery of key client accounts (direct mail, print and digital services).
• To be responsible for a high level of client communication, that issues are managed and resolved professionally, that clear audit trails for jobs are available, when requested, and have a proactive approach to ensure invoicing is carried out on a timely basis, ensuring all additional costs are captured, communicated in a timely manner and charged on invoices to clients.
• Ensure that all key clients are kept up to date with any changes that may affect their day-to-day dealings with the company.
• A working knowledge of the range of services provided by the Group.
• Manage key strategic clients assigned ensuring that the company is presented as a professional, value added solutions provider to all clients.
• Understand and comply with company policies and procedures.
• Undertake support tasks as required (e.g. managing issues, invoicing, etc.).
• Ensure that all documentation is correctly completed on time and in a presentable manner. To ensure that all documentation meets compliance requirements and that all jobs have an estimate, time and sequence plan, brief, clear work instructions & matrices, approvals, proof of delivery/postage and invoices available.
• To ensure that all invoicing is completed within 48 hours of completion of a job.
• To ensure that all additional costs are fully documented and invoiced.
• Participate in team meetings for production status and pre-production meetings for new projects.
• Administer jobs with effective cost management to ensure work is completed on time and within budget.
• To ensure that clients are kept informed of the progress of their job daily.
• To be fully aware of the client portfolio allocated and to track performance on each account to include full awareness of turnover and trends.
• To be fully aware of job status at all times – to ensure a daily presence on the production floor to ascertain jobs are being processed in accordance with client requirements and sign offs.
• To escalate and manage any issues internally through to client resolution and satisfaction.
• To monitor overall client satisfaction through Customer Satisfaction Surveys and scheduled Service Review Meetings where appropriate.
• To host Service Review Meetings and deliver key account management information, identify process and campaign improvements and present new opportunities when required.
• To develop and add additional revenue to active accounts.
Requirements:
• Excellent verbal and written communication skills
• Effective listening skills
• Good administration skills
• Computer literate with a good understanding of Management Information Systems (e.g., Shuttleworth) and Microsoft applications.
• Methodical with good attention to detail
• Ability to accurately translate key strategic client requirements into production requirements
• Excellent knowledge and practical understanding of; lithographic printing & finishing, digital & laser printing, managing data and data briefs, envelope production, mailing and postal services
• Be able to generate innovative and effective solutions and added value to both meet and exceed client requirements
• Able to cope with multiple projects at one time
• Team player, able and willing to assist other members of their team and to contribute towards common team objectives
• Flexible and able to cope under pressure
• Understanding of commercial issues surrounding jobs and the need for invoicing jobs within 48 hours of completion of work.
• Understanding of responsibilities in regard to compliance issues and safeguarding the company