Senior Client Relationship Manager

Wales HR Award
uk employee experience awards winner

Job details

  • Role: Senior Client Relationship Manager
  • Reports To: Head of Client Services
  • Experience Required: 4yrs min
  • Employment Type: Full time
  • Hours: 39 hours per week
  • Probationary Period: 6 months
  • Salary: £30,000 - £35,000 a year

Why work at Liberty?

  • Join a people-first agency
  • Flexible hours around 10am-4pm
  • Individual training/development plans
  • Winners of 'Best Place To Work' 2020
Learn More

About the role

You will be an experienced Client Account Manager and will responsible for maintaining and developing existing relationships with our clients, acting as the link between client and agency, and taking responsibility for setting and meeting expectations, retaining and growing client accounts.

As the client’s main point of contact you will need to understand and help shape the client’s digital marketing goals. These should be clearly communicated to the rest of the agency and you, in conjunction with our Client Services and Client Delivery Team, will be responsible for ensuring the strategy and subsequent campaigns we deliver are fit for purpose.

You will work collaboratively with the Growth team to secure and onboard new accounts which will include responding to briefs and attending pitches.

You will also work closely with our Client Services and Client Delivery Teams to help implement innovative strategies and ensure that everyone is on the same page and working towards the same goals.  In addition, you will administer Statements of Work (SOW), attend client meetings and deliver progress reports.

You will be expected to review and measure the performance of your accounts as well as provide internal executive reports. You will be expected to drive business growth through existing client accounts by developing proactive action plans that meet client’s growth objectives.

You will work closely with our Digital Project Managers to ensure projects are properly scoped, scope-creep is managed, and processes are improved so projects run more efficiently.

It is essential that you can build and sustain strong and lasting relationships with clients and provide excellent customer care.

Where appropriate, you may need to meet with clients outside of working hours for client entertainment and relationship building.

Core responsibilities:

  • Responsible for the day-to-day running of multiple client projects including top-tier accounts
  • Understand the client’s industry, business & digital marketing challenges and provide suitable, innovative solutions and highlighting opportunities to expand the scope where appropriate
  • Ensure all projects on which you lead are completed to brief, budget and forecast
  • Monitor and take action on profitability, productivity and service levels where required
  • Provide general digital marketing advice to clients, calling on specialists as and when needed
  • Have a detailed understanding of the work we do/have done for clients
  • Act as the main day-to-day contact, managing all client communication, but keep the Client Account Director copied in on all correspondence
  • Regularly review KPIs and communicate project successes to client contact in a timely manner
  • First point of contact for client issues
  • Liaise with senior level stakeholders and maintain relationships with other key client contacts, especially when there is a POC change
  • Provide Knowledge and leadership to Account Managers and assist with training and onboarding of new starters
  • Be alive to all opportunities to propose new activity/campaigns/services to existing clients, and suggest these to the Client Account Director for a proposal to be developed

The ideal person will have

*if you can tick the majority of the below, we'd love to hear from you!

Are you interested in the role advertised?

Apply now

The Sales and Support Team

These are the friendly faces that keep our clients smiling from ear to ear. They're always on hand to answer any question and solve any problem.

  • Rachel Bloom

    Digital Marketing Strategist

  • Mari d’Antonio

    Client Account Director

  • Nicola Lewis

    Client Relationship Manager

  • Olivia Alcorn

    Digital Marketing Strategist

  • Mark Hopkins

    Finance and Administrative Assistant

  • Matthew Webb

    Senior Client Relationship Manager

  • Grant Thomas

    Growth Manager

  • Kieran Curtis

    Digital Marketing Strategist

  • Aled Jeffreys

    Senior Digital Project Manager

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