Senior Account Manager
Creative VMLY&R
Nairobi, Kenya
3d ago
source : Fuzu

Purpose of the job :

The main purpose of this job is to act as the primary point of contact between clients and The Agency. The incumbent is responsible for the overall management of all strategic and operational activities within the team including high level client service, marketing, up-selling and cross-selling, providing timely and reliable management information that supports the business strategy, goals with an objective of creating profitable customer relationships.

They are responsible for ensuring that the agency is meeting the client’s needs and working with all the key functions that go into creating the agency’s advertising output across both Traditional and Digital Platforms.

Proactively engaging with the clients, the AM works to understand their needs, offer best solutions, managing internal and external communications, and driving projects tocompletion.

Responsibilities

Roles and Responsibilities :

  • Provide highest level of customer relationship management to clients within allocated portfolio ensuring proactive communication at all times and timely delivery of best solutions as per their (Clients) needs
  • Increase new client base for The Agency and generate and attract new business through the Company’s brand;
  • Increase the level of business growth with already existing clients of The Agency through maintaining contact,up-selling and cross-selling products to current clients by studying and understanding their business needs;
  • Improves customer service levels by evaluating, and re-designing processes; establishing and communicating service metrics;
  • monitoring and analyzing results; implementing changes.

  • Proactively provide strategic inputs on specific accounts / campaigns as the brand custodian;
  • Keep abreast and maintain a current and accurate knowledge of The Agency’s & Clients’ competitor activity and recommend any necessary tactical action;
  • Maintain a clear oversight of all financial aspects of campaigns and maintain updated client contact records;
  • Take lead on accounts / projects and offer guidance to the team involved in handling difficult or complex issues so they can be resolved effectively and efficiently.
  • Provide guidance on how to escalate complaints or challenges within the team;
  • Quality :

  • Responsible for building quality process and standards for the teams to ensure that deliverables are never compromised on the quality and every team member is aligned to the quality standards.
  • Follow and promote team to follow quality standards and processes thoroughly at all times from production to delivery so that client’s satisfaction level isvery high.
  • Identify opportunities and advice for quality improvements in the work process on an ongoing basis to make continuous efforts of making deliverables betterfor the organization and the client.
  • Collect and analyze customer feedback to ensure that we meet our client satisfaction target and referral probability
  • Job Requirements

    Required education : Bachelor's degree

    Required relevant work experience : 5 years

    Required languages : English (Spoken : fluent Written : fluent)

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