MAD UMBRELLA jobs - Client service Manager

Designation - Client Service executive

 Job description:

The Client Service executive serves as a liaison between the client and the entire agency team. The CSE, along with their team, serves as the agency's salesperson and/or marketer, as well as the client's representation within the agency.

It's a difficult job that necessitates a careful balance between the client's demands, wants, and objectives and the agency's bottom line. They play an important role in client retention and may bring in new business as part of a current client referral process.

Among the responsibilities include, but are not limited to:

 1. Collaborate closely with the Core team and the marketing team throughout pitch development

2. Play an important part in pitch presentations

3. Collaborate with other agency members to prepare responses to client inquiries and proposals.

4. Ensure that clients are fully informed of the scope of work

5. Identify new business prospects and share them with your management

6. Actively promote the agency's services and project the Mad Umbrella

7. Manage numerous accounts concurrently while achieving deadlines on a regular basis.

8. Make certain that clients pay on time.

9. Make pitches to possible new clients and identify new client relationships.

 Relationships with Client

1. Establish and maintain positive client connections.

2. Actively participate in client conversations and lead and control client meetings, such as taking a central position in discussions on specific materials for which you are accountable. 

3. Meet with clients' team on a regular basis to plan and progress account work.

4. Meeting with clients and informing them about the current status of their projects' development.

5. Analyse and advise on customers' marketing plans. 6. Gather, discuss, and act on client comments on campaign work to build satisfaction, recognition of agency worth, and feed credentials/effectiveness award entries.

7. Use your experience to respond to events, and restrict the involvement of more senior members of the Management team if possible.

8. Maintain client transaction records.

9. Produce accurate weekly and monthly reports on the status of existing accounts and new venture.

10. Serve as the initial point of contact for client inquiries and requests.

11. Day-to-day administration of marketing and advertising initiatives for clients. 

Strategy to win

1. Plan and conduct desk and field market research. 

2. Understand marketing plans and approaches that will be acceptable and effective for our clients.

3. Gain a grasp of why creative work was created and how it relates to a client's strategy.

4. Understand your client's business and goals; contribute strategically to the development of creative briefs.

Creative

1. Create idea briefs by incorporating research/account/marketing expertise. 

2. Brief creative teams in a straightforward, succinct, yet motivating manner, ensuring that they are completely informed of the client's expectations at all times.

3. Evaluate creative work and provide evidence-based feedback

4. Ensure that the creative output is in accordance with the client's brief and Mad Umbrella's standards, as well as with the relevant scope of work criteria.

5. Present and market tactical creative ideas and work to clients on day-to-day accounts that you manage.

6. When applicable, challenge client thinking in keeping with campaign objectives and core creative idea/critique work in a constructive manner in line with the requirement.

7. Promote and display enthusiasm for the agency's creative production.

Delivery

1. Effectively handle work requirements by demonstrating organisational and time management skills.

2. Ensure that senior account team members are informed of all crucial client deadlines so that they can assist you in prioritising tasks.

3. Receive client briefs for allocated projects and prepare marketing communications proposals for Core team approval.

4. Take responsibility for all accounts in your portfolio, referring higher as needed/appropriate.

5. Inform relevant agency staff about allocated projects.

6. Ensure that Contact Reports are completed on schedule and efficiently.

7. Manage and update project monitoring tools on a daily basis (e.g., progress reports, translation and print trackers, etc.).

8. Assess production timetables from the production and delivery teams, track project progress against timetables, and ensure timely delivery.

9. Assist the agency team on assigned projects by creating and maintaining resource/reference files in collaboration with Account Executives / Managers.

10. Collect client feedback throughout the development phase and serve as a liaison between the client and the agency during the sign-off process.

11. Ensure that both internal and external project teams are kept up to date on all developments, including time, money, and delivery challenges, at all stages of the sign-off process.

12. Look for ways to improve agency processes and increase profitability.

13. Workflow management – coordinating with internal creatives and external vendors as needed

People

1. Maintain positive ties with the Mad Umbrella crew.

2. Promote teamwork and effective communication.

3. As an Account Manager, assist with the coaching and development of more junior members of the team where possible. 4. Proactively support your manager, providing new ideas and challenging thinking where appropriate.

5. Seek guidance and assistance from senior team members.

6. Brand-specific work sheet to be changed 

7. New task to be emailed to team and client 

8. Consult with other departments within the organisation to facilitate client demands

9. Proactive leadership that inspires teams to operate to their full potential

10. Applying your knowledge and talents to steer clients, the team, and the agency in the most productive manner possible

Knowledge Skills-

1. Significant expertise in professional client relationship management 

2. A strong foundation in advertising, design, or marketing

3. Senior-level planning and strategizing abilities

4. A convincing and assured approach to creative initiatives

5. Outstanding writing and oral communication abilities

6. Capabilities for effective team management

7. Meticulous attention to detail and fiscal limitations

8. Complete understanding of creative processes and techniques, including digital platforms

9. The ability to identify significant trends and generate ideas

10. The ability to function as an authoritative figure in a fast-paced team.

Software skills- 

1. Working understanding with Microsoft Office is required.

2. Google Cloud Base Services are user-friendly.

To be successful in this profession, you must be able to anticipate challenges and have a strong sense of urgency. Advertising account executives must be able to manage clients' complaints, difficulties, and feedback while also completing assignments on time. Because they frequently work on several accounts, attention to detail and organisational abilities are also required to ensure that nothing slips between the cracks.

Working successfully with others is an important aspect of project management. Advertising account executives must have strong interpersonal skills and the ability to connect and engage with a wide range of personalities, both on the client and creative sides. 

They should be excellent communicators and presenters. Employers also value innovation and knowledge of the advertising and marketing business, as well as current trends.