Senior Account Manager

Job DescriptionThe Senior Account Manager is a key member of the ITG team, carrying responsibility for customer service delivery, operational excellence, innovation and project management. The role will encompass the management and delivery of ITG's service, the overall quality control of creative content, WIP management, project management, project briefing including copy writing & design briefs (multi channel) with support for the customer, daily, weekly & monthly reporting and support for ITG's technology platform. The role features a mixture of global marketing campaign projects from copy, creative design masters; creative adaptations; templates; CRM and digital. This work will be progressed through the support of IWG's own inhouse studio, & ITG's HQ content creation studio, Birmingham, & CRM studio, London.The Senior Account Manager will be part of a team that is made up of 2 other senior managers; & account managers (production operatives). You will report into the Account Director but also directly support your peers with higher profile projects and ad-hoc management of the team workloads as required. Key ResponsibilitiesCustomer Service:Build and maintain strong relationships with key decision makers in the client organization, identify their needs, maintain and develop the ITG business and ensure quality delivery of service in order to provide excellent customer experience.Ensure that customer service levels are always above the agreed SLAsUnderstand the current and future challenges that customer is facing and help drive innovation into the ITG daily service delivery.Create and manage a daily WIP in conjunction with IWG Marketing team to review all daily briefs.Create and manage briefing for all approved requests into either the IWG inhouse or ITG studio production teams to ensure all customer deadlines are achieved.Ensure accurate capturing, estimating, invoicing and reporting of project costs.Support customer in the briefing process to ensure accurate and clear briefing into ITG production team to increase speed to market and reduce customer cost.Take key responsibility for Brand Guardianship & QC on outputs from Studio(s) & Production team.Ensure consistent and accurate daily delivery of the ITG services provided to the customer.Operational delivery:Ensure that both speed to market and briefs are constantly challengedand improved on for best practice & brand complianceEnsure that all projects have critical paths created and that these are managed in conjunction with customer marketing teams.Ensure that ITG are exceeding all KPI's for the customerManage through creative projects through to deliveryMaximise profitability for ITG. Ensure you are aware of the role the revenue and profit play in the overall financial health of the account and wider business.Develop relationships with client to win and secure new projects and build/improve revenue Customer Communications:Ensure that all customer communications are understood, actioned and communicated internally to the ITG production team.Ensure that all critical paths are jointly agreed and managed with the customer.Ensure you integrate into the customer marketing teams delivering seamless process and customer service experience.MRM Platform:Ensure that the system is being utilised effectively by all teams within regional markets and that the information is always completely up to dateProvide first line support for the customer on any matters concern ITG's CMP platform.RequirementsProven Senior Creative Agency experience essential Brand Guardianship; QC & attention to detail essentialMulti-channel marketing experience, specifically copywriting & CRMFluent English speaker (other languages are a bonus)Global marketing expertise including handling of TranslationsFinancial management expertise for estimating and planningHighly organised and professional client handling skillsStrong planning and workload balancing skillsActively participate in the development of customer strategyExcellent project management skillsAbility to deliver creative briefs to studio teams [Mandatory]Manage tight control of all client global activity and ensure profitability of this for ITGAbility to create and provide detailed operational & MI reportsBenefitsWork's a treat!On top of a competitive salary, you can expect a whole load of perks:25 days' holiday + bank holidays- we understand the importance of you getting some down time.Annual Wellbeing Day - enjoy an additional day on us to look after your physical and mental wellbeing.Pension Scheme - helping you save towards your retirement home in the sun!Corporate Medical Cash Plan - claim back the cost of your medical treatments.Smart Working Options - spend up to 40% of your working week from home.So many savings- through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.Employee Assistance Programme- our people are at the heart of everything we do, so if you're happy, we're happy.Cycle to Work Scheme - save on the cost of biking to work.Monthly Employee Awards - Employee of the Month programme with £250 bonusRaising money for charity including a paid Volunteer Day - we're all about giving back... and having lots of fun in the process!Referral scheme- know the perfect person to join the team? You could bag £1,500 for a putting a good word in.Wellbeing Programme - giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.Enhanced Family Friendly Leave - support for you and your family to help you navigate through the craziness of family life.We Value DiversityWe champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we're always stronger together.ITG have a number of community groups available to employees and exist to offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other.These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.What next?If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.
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