Account Manager
My client are a leading provider of marketing and communications in the UK. With over 30 years' experience in the direct marketing, CRM and transactional communication industries, they take great pride in providing their clients with a variety of tailored solutions and cost-effective services to improve the quality of their customer communications, streamline processes, consolidate costs and ultimately, deliver a greater return on investment.
The role:
To support the achievement of the clients business goals by adhering to all internalpolicies and procedures applicable to this job role and area of responsibility. To be responsible for service delivery of 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.
Key requirements:
- A working knowledge of the range of services provided by the client
- Manage clients assigned ensuring that the client is presented as a professional, value added solutions provider to all clients
- Undertake support tasks as required (e.g. managing issues and 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. The Account Manager must escalate to their Line Manager any additional charges that clients do not want to pay for
- 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 attend Service Review Meetings, where appropriate, and present management information, identify improvements and new opportunities when required
- To develop and add additional revenue to active accounts
The ideal person:
- 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 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.
Perks and Benefits!
- Working hours 9am to 5:30pm
- 24 days holidays
- Statutory pension scheme
- Free EAP service
- Benefits Platform
N.B All employment will be subject to satisfactory DBS check, employment references and confirmation of right to work in the UK
Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy
Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in.