At HH Global C+D, the Associate Account Director is responsible for delivering exceptional service to our clients. Leading a high-performing team, you will manage work for your assigned clients, coordinating internally and externally to deploy best-in-class projects within an agreed account plan. You’ll also need to be hands-on, willing and able to support your team to ensure the successful delivery of programmes of work, minimising issues, helping with resolutions where they do occur and escalating to the Senior Account Director where needed.
Maintaining a positive commercial relationship between clients and HH Global C+D is critical, and you will be accountable for revenue maintenance, working with the Senior Account Director to ensure your accounts continue to grow and remain profitable whilst doing so.
Key Responsibilities
Client Management:
* Build strong relationships with key client stakeholders at all levels, understanding their business challenges and targets, and supporting them in achieving them.
* Work with the Senior Account Director to develop and maintain the Account Development Plan.
* Ensure client expectations are understood and managed, and any contractual obligations are met.
* Provide thorough and accurate status updates to internal teams and client stakeholders.
* Support the Senior Account Director in identifying new client contacts and business development opportunities.
* Participate in and lead client workshops and Quarterly Business Reviews.
* Write clear, engaging presentations and present with credibility and gravitas to clients and other parties at senior levels, including:
o Client campaign results
o Business project proposals
o CRM plans & strategy
o HH Global C+D introductions / credentials.
* Manage client relationships as a personable, approachable and professional representative of HH Global C+D, championing the success of your clients.
Project Management:
* Lead your team to deliver best-in-class project management in line with agency processes.
* Coordinate relevant internal Subject Matter Experts (SMEs), external client stakeholders, and any third-party providers to deliver the services required to complete the client’s requirements:
o Meet with SMEs to discuss client requirements and write comprehensive briefs that reflect these.
o Coordinate with approved third parties for provision of any agreed services ensuring all necessary upfront documentation is raised (e.g., NDAs, SLAs, Security questionnaires, POs).
o Create, circulate and manage all related project plans and schedules to relevant stakeholders.
o Ensure post-project evaluations are carried out via review meetings, and any learnings/successes are captured and shared internally.
* Have a thorough comprehension of ISO and GDPR compliant processes, ensuring all projects adhere to these.
* Ensure projects are profitable whilst staying true to their strategic goals and the client’s KPIs.
* Take overall ownership and responsibility of project delivery on your account, regularly checking in with your team and providing project support and oversight across all deliverables.
* Lead, motivate and inspire your account team in their roles managing clients, client requirements and their own contribution and development.
* Be seen as the “go-to” senior presence on your accounts, working closely with teams across the agency.
* Ensure your team is aware of the financial goals for the year and the plans for achieving them.
* Contribute to the annual appraisal process and identify training needs and opportunities.
Commercial Ownership:
* With the support of the Senior Account Director, be accountable for the financial control of clients within your portfolio, ensuring necessary paperwork is raised within required timescales and kept up to date:
o Raising quotations
o Sourcing client purchase orders
o Raising POs for external suppliers
o Issuing invoices
o Maintaining an accurate and up to date Client Sales Forecast
o Maintaining target contribution.
* Be accountable for account quality, innovation, revenue and profitability.
* Raise any concerns around client satisfaction, revenue or profitability with the Senior Account Director at the earliest opportunity.
* Identify opportunities and drive business value from existing clients by presenting structured, relevant options for development of existing projects and proposals for new initiatives including cross-sell of wider HH Global services.
Technical Solutions Delivery:
* Work with Solution Leads and the wider Solution Delivery team to ensure understanding of all key components of services provided to your clients, including:
o Data: transformation, processing business rules/logic, database design/ERD, relevant data outputs and where feeds go, data governance and retention policy.
o Marketing Applications: setup/configuration, capabilities and integrations, keeping up to speed on new capability releases and updates.
o Reporting/MI: dashboards/reporting provided, metrics and KPIs shown and the associated data to support them.
* Understand the wider systems and applications that your clients have in place – where they capture and source data, why, and its value to the services we provide.
* Work with creative and artwork departments to develop and deliver best-in-class marketing communications, including email, social content, online experiences, AR, and more.
* Develop industry knowledge, keeping abreast of industry developments, new market entrants and views on wider technologies available.
Knowledge, Skills + Experience
* A strategic thinker who can assess business opportunities and service enhancements/optimisations.
* A numerate, creative problem solver who can demonstrate structured, effective thinking and is able to:
o Identify issues affecting delivery timescales or output, and structure solutions to resolve these issues.
o Foresee potential issues with a project and propose solution options.
* Demonstrable communication, influencing and relationship management skills.
* An ability to motivate, inspire and develop your team.
* Excellent verbal and written skills to communicate concisely, clearly and with excellent grammar, spelling, and vocabulary.
* Solid account management background with experience of managing and leading significant client accounts.
* An understanding of direct marketing, CRM, martech and integrated approaches (including direct mail, email, media and digital/social).
* Experience working with client stakeholders at all levels.
* Ability to delegate effectively but also willing to take a hands-on approach when needed.
* An approachable personality who can build strong rapport with clients and colleagues alike.
* High levels of energy and resourcefulness.
We thank all applicants in advance for their interest in this position.
HH Global are an equal opportunities employer and welcome all applicants from suitably qualified candidates regardless of disability, race, gender, age, religion/belief, sexual orientation or any other characteristic protected by law. Please note that we will make reasonable adjustments to the recruitment process to accommodate any disability. In the first instance, if you require this job advert in an alternative format, or require any assistance, please reach out to HR.EMEA@hhglobal.com.
Please note that we carry out a variety of pre-employment background checks, which are appropriate for the country that you are based in. These may include some of the following: employment history, right to work, identity and validity of professional qualifications (if applicable) checks. In some countries, criminal background, sanction file and/or CIFAS checks may apply. If you have any questions relating to this, please reach out to HR.EMEA@hhglobal.com in the first instance.
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