Senior Account Manager

About us

Founded in 1996, we are experts in communication, specialising in corporate reporting, brand, employee engagement and sustainability across a range of channels. From two men and an Apple Mac, we are now one of the UK’s leading strategic and creative communications agencies with over 300 colleagues. We have achieved this through continuously developing and evolving our proposition, delivering great work, expanding our geographic presence in key locations, making smart acquisitions, recruiting quality people and building long term client relationships.

In 2020, we became an employee-owned business. This decision not only fulfilled a long-standing ambition of the founders, but is driving growth, providing long-term clarity, and helping to attract and retain the best talent. It reinforces our desire to remain an agile and people-focused business that fosters transparency and innovation for clients.

We are one of the largest employee-owned creative agencies in the UK, unrivalled in scale with a unique national presence. We are the only corporate communications agency with a network of creative hubs in strategic locations across the UK in London (HQ), Birmingham, Manchester, Edinburgh, and in Dubai.

In September 2022 we became a Certified B Corporation. B Corp is a movement committed to using business as a force for good and transforming the global economy to benefit all people, communities, and the planet.

There is no better foundation on which to build.

The Role

The role of Senior Account Manager is to work across a diverse portfolio of clients, delivering integrated and strategic corporate communications. You will build strong and strategic relationships with your clients and engage our internal teams to ensure impactful and effective creative solutions are being delivered seamlessly. You will work with our print, digital, design, brand and specialist teams to deliver creative and innovative solutions across your accounts.

PLEASE NOTE: THIS ROLE IS A 6 MONTH FTC.

RESPONSIBILITIES

You will own the client relationship and have full accountability for three areas:

1. Client Service – Emperor prides itself on its client service and it is a key reason why clients choose to work with us. You will be organized and efficient in your communication/ documentation and, most of all, personable in the way you work with clients and colleagues. Relationships matter and when something is in doubt if a deadline is looming you will instinctively pick up the phone rather than rely on email. Delivery alone isn’t enough, we want our clients to want to work with us again and again.
2. Project Lead and Programme Manager – exceptional clients will demand exceptional delivery skills. As a senior member of the team, you will be expected to lead showcase projects which demand hands on involvement from an experienced member of the team. You will also be expected to act as a Programme Manager, ensuring different work streams dovetail effectively and taking ultimate responsibility when overseeing the work of individual account/project managers. Leading the internal team is also an important part of the role. This is an integrated role managing accounts which incorporate brand & marcomms, reporting, engagement, and digital elements.
3. Commercial Success – a strong commercial awareness is critical to the role. Our client service team are at the forefront of scoping and pricing, and are accountable for delivering projects profitably. Having the confidence to talk about budget issues with clients is essential.

KEY RESPONSIBILITIES

1. Client Service

• Proactive approach to relationship building
• Day-to-day contact for clients
• Provision of an exceptional client experience, from the timely issuance of agendas and contact reports to clear on-going communication and sound judgment of when to escalate issues
• Act as a partner and safe pair of hands to your clients
• Provide a strong management approach, giving strategic advice as regards the project delivery
• Be one step ahead of the client at all times, advising of risk associated with any elements, always solutions focused
• Flexible approach and attitude when challenged by clients or situations

2. Project Lead and Programme Manager

• Management of delivery process from kick off to completion
• Programme management, providing lateral thinking and planning as required
• Lead our internal team, provide necessary information in summary form, engage and inform team at regular intervals
• Accurate and timely documentation both internal and external (status reports, agendas, contact reports etc)
• High standard of attention to detail; requirement to check work as senior on the project
• Attend all reporting needs
• Create and manage project timelines
• Manage resource effectively, communicating any change to the planned resource in good time
• Production liaison/briefing/management
• Lead and coordinate on new business and client development proposals, presenting as part of the key account team where necessary

3. Commercial Success:

• Full commercial responsibility and financial accountability across your accounts
• Oversee project scoping and planning, briefing, resourcing, forecasting, delivery and invoicing ensuring work is produced on time, to brief, on budget, to required profit margins and that the client is happy.
• Ensure accurate and up to date short- and long-term forecasting on all your accounts
• Ensure that your clients are on track to meet their monthly revenue targets, invoicing through the month and managing WIP on your projects
• Ensure you and your team are profitable on your projects and proactively address any issues before there is any margin impact
• Maintain accurate and timely management data on all your accounts, and report regularly on progress

Skills, Knowledge & Experience:

• Extensive expertise in corporate communications, with a minimum of 5 years’, spanning multiple sectors.
• Ability to truly listen to clients, challenge where appropriate and manage their expectations – a diplomat with strong EQ/client empathy skills.
• Mature leader, personable and enthusiastic team lead with energy, stamina, drive and intelligence, with strong (proven) ability to bring a multidisciplinary team together
• Collaborative and team-player with the ability to build strong relationships and adapt style to be equally effective, persuasive and influential across range of partnerships and projects.
• Attention to detail, ability to see the big picture and act/prioritise accordingly: able to simplify complex tasks into actionable activities for a team.
• Excellent communicator both verbally and written - ability to present with confidence.
• Ability to manage clients and projects under pressure and manage up as well as down when appropriate.
• Highly financially literate and an appreciation of how to present financial information to stakeholders
• Resilient, passionate, accountable, energetic and hungry. A positive driving force within the business - with strong business acumen and commercial awareness.
• Embodies and demonstrates Emperor’s Values – Aim High, Creativity Everywhere, Infectious Enthusiasm, Always Learning and Razor Sharp

KPI’s:

1. Client Service

• Strong client relationship, 100% client retention
• Maintain highest levels of service throughout your account and delivery teams.
• Ensure the client is happy with scores of 4 or 5 on client satisfaction survey.

2. Project Lead and Programme Manager

• Deliver projects smoothly
• Manage integrated workstreams to ensure a consistent standard and approach
• A happy and engaged internal project team
• Strong resource management

3. Commercial Success:

• Create accurate proposals using fee calculator and SOW documents, sharing with senior managers for approval where appropriate
• Management of scope, projects delivered within budget
• Strong management of account forecasts (short and long term)
• Active client development plan.
• Strong engagement and active on new business pitching

4. Culture:

• Demonstrate and be recognised for living the Emperor Values via 360 feedback, pitch feedback and client satisfaction surveys.

OUR VALUES

Infectious Enthusiasm

We approach everything with positivity and gusto.

> We embrace different opinions.

> We smile, laugh and have fun.

> We lead with passion and energy.

> We stay interested and interesting.

Creativity Everywhere

We apply fresh thinking in everything we do. Our creativity goes way beyond being a ‘creative agency’.

> We think laterally to solve challenges.

> We stay curious about the world and everything in it.

> We crave ideas, great and small.

> We challenge the status quo and look for a new perspective.

Aim High

We always strive to achieve more for ourselves and our clients.

> We realise ambitions collectively.

> We take pride in doing better every time.

> We recognise that every one of us can make Emperor a better business.

> We empower ourselves and others to develop professionally.

Razor Sharp

We’re always on it. Commercial, focused and agile.

> We get straight to the point.

> We keep our promises.

> We get it right time after time.

> We don’t waste.

Always Learning

We take every opportunity to develop and share our skills and experience. At work and at play.

> We learn from each other and the world around us.

> We get to know our clients and their businesses as well as they do.

> We draw inspiration from our eclectic mix of backgrounds and life experiences.

> We never think that we know it all.

As an employer, we are committed to ensuring the representation of people from all backgrounds regardless of their gender identity or expression, sexual orientation, race, religion, ethnicity, age, neurodiversity, disability status, or any other aspect which makes them unique. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps, we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.

Please let us know, as part of the application process, if you require any adjustments, including those relating to a disability.