Role Overview:
The Strategic Account Manager at Hallam will be required to create long-term, trusting relationships with our clients and support them to achieve their digital marketing goals. The role will oversee and retain a portfolio of assigned accounts, develop new revenue streams from these accounts and ensure they remain profitable. They will also be responsible for understanding and working to ensure positive levels of client satisfaction.
Purpose:
* Support the execution of strategic growth and retention plans by managing day-to-day account activities, ensuring alignment with overall account goals and targets.
* Maintain strong, ongoing client relationships, acting as a key point of contact and ensuring client needs are met with timely and high-quality service.
* Coordinate and collaborate with internal teams, ensuring clear communication and smooth delivery of digital marketing campaigns and solutions.
* Monitor account performance and profitability, assisting in identifying opportunities for growth and ensuring client budgets and expectations are managed effectively.
Responsibilities:
Communication & Collaboration:
* Foster open communication and teamwork across departments
* Engage in regular check-ins and updates with team members, ensuring alignment on project goals and timelines
* Build strong relationships with clients and stakeholders, ensuring satisfaction and clarity on project deliverables
Client Relationship Management
* Manage a portfolio of clients through the customer journey (from onboarding to offboarding) to retain and grow long-lasting, profitable customer relationships.
* Act as the client ambassador within the agency, championing their business goals and ensuring alignment with agency OKRs.
* Own the client relationship and serve as the primary point of contact for matters specific to the portfolio, according to the squad accountabilities map.
* Take ownership of client issues, escalations, or complaints and escalate to senior leadership when necessary.
Client Experience and Quality Assurance
* Ensure the agency provides the highest standards of client experience within the assigned portfolio, and implement process or behavioural changes to improve client satisfaction.
* Ensure deep knowledge of client industry trends, audience, and business challenges, and share this information with internal teams to enhance work quality.
* Take ownership of client briefs, ensuring they meet the highest standards and align with client goals.
Strategy and Planning
* Work closely with the Strategic Account Director and specialist teams to develop comprehensive digital strategies and quarterly plans.
* Attend and support immersion sessions, create marketing budget plans, lead performance diagnostic reports, and conduct category and competitor analysis.
* Orchestrate specialist digital teams to deliver high-quality work that meets client objectives.
Consultation and Value Addition
* Maintain strong generalist marketing knowledge, adding value to client conversations through consultative insights.
* Identify areas of opportunity within the portfolio and manage the sales process to close deals that meet existing business sales targets.
Revenue and Financial Management
* Work closely with the Client Services team to fill revenue gaps, identifying opportunities to sell additional services within the assigned portfolio.
* Negotiate contracts and fees with client stakeholders, ensuring the agency’s and clients' goals are met.
* Take accountability for client-facing materials (e.g., onboarding documentation, performance reports, QBRs, pitch decks), working with teams to ensure timely and high-standard delivery.
Continuous Improvement
* Drive continuous improvement of the agency’s client experience and commercial success by taking responsibility for internal quarterly initiatives.
* Report on portfolio performance and share key insights with senior leadership, ensuring alignment with strategic objectives.
KPIs:
* Client Retention (Client Revenue Churn %)
* Client Growth (Sales from portfolio, client referrals)
* Client Satisfaction (Portfolio NPS, client complaints, client feedback)
* Client Profitability (profit target across portfolio)
* Ownership and delivery of assigned CS initiatives or ‘rocks’ in line with company strategy
Client Satisfaction:
* High levels of client satisfaction based on feedback and results
* Client retention and account growth
Collaboration & Communication:
* Quality of communication and collaboration within and across departments
* Positive feedback from team members and stakeholders
Requirements:
* Strong communication and collaboration skills
* Ability to work in a fast-paced, dynamic environment
* Understanding of digital marketing trends and best practices
* A spirit of collaboration - can lead and inspire the team, the wider agency, clients, and other external partners.
* Shows radical candour, understands when to give praise, motivational feedback and constructive criticism.
* Has a sense of ownership - unafraid to take charge when necessary, be decisive and then build support for those decisions. Prepared to share credit and shoulder difficulties.
* Have a mentor mindset - focused on the personal and professional development of the squad, CS and wider agency team to optimise their combined performance.
* Commercially astute - takes ownership over commercial success of a client for Hallam and Hallam for our clients
* Be a trusted client advisor - knowledgeable and passionate about client’s businesses, and where and how marketing contributes to their success (digital application expertise)
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