Account Director

Role: Account Director 

Location: Mumbai, India

About the role:

This role will be underpinned by passion and ambition, and those with experience in leading digital content and social campaigns within a creative agency will have an advantage.

What we want to see it a proven track record of driving multiple complex projects forward, and the ability to bring in new business. You should have meticulous attention to detail, understand the importance of the profitability of your projects for the agency and you will have proven yourself as a safe pair of hands on the day-to-day management of the account.

This is a great opportunity for a level headed, strategic thinker, who has gravitas with a client. The success of the role will rely on your ability to spot opportunities to help clients achieve their business ambitions.

Most important, this role requires a courteous, positive and high-energy individual with great people skills. We value hard work, and we want to have fun doing it.

What you will be doing:

Client services

• Ensuring that the client experience is as positive as possible. Encouraging a positive, proactive solution first attitude, with clear communication in person, supported by documentation in email.
• Where clients experience a negative service or we does not come across in the best light, escalate this to the Director to ensure that it does not happen again.
• Responsible for Brand guardianship on their projects within the team.
• Looks to constructively challenge the client, and will proactively work with project teams to present any added-value solutions.
• Negotiate to create win-win compromises with your client on behalf of your team members, where needed.
• Keeps up to date with industry news, agency case studies and innovations that the clients can learn from.

Processes

• Ensures that internal processes are followed.
• Accountablefor training team members on internal processes
• Escalation point if client or internal SLA's and processes are not adhered to, or where there are process gaps. Ensures that these are captured along with a suggestion for improvement, and work with the BD, Head of Operations or relevant department lead to rectify this.
• Cascades any changes in process and company or studio updates to the team and ensures that they are followed.
• Work with the key stakeholders to educate clients on new ways of working.
• Triages projects using the tier system with the CSM, and Lead Creator/Creative Director.
• Allocates Account Management resource.
• Accountable for the timely delivery of projects, and the escalation point for project leads where this might not be the case.
• Identifies large pockets of upcoming work that will impact the wider agency or dramatically change the requirements of the team. Escalates that to BD and head of ops to ensure the agency can prepare for it.

Project delivery

• Will lead on projects that are tier 2 & 3, new business opportunities or new types of work.
• Monitors project run rate and client satisfaction through catch ups with job owners and the weekly account/project management WIP.
• Escalates any projects that are at risk of an unsuccessful delivery to the BD.
• Works with job owners, when required, to ensure that projects are running smoothly, ensuring that we understand the client's ambitions and that the client understands the requirements of the agency to meet them.

New business development and pipeline activity

• Identifies new business opportunities through relationships, and works with the AD to establish a plan to pursue the business.

Team development and inspiration

• Actively participate in the sharing of knowledge and the facilitation of learning within the Studio.
• Encourage a great team environment whilst keeping client centricity at the core of the team culture and values.
• Influence and inspire your internal team to deliver projects to a high standard including QC.
• Manage and supervise direct and indirect reports, harnessing their development and performance in a manner that ensures maximum efficiency.
• Monitor teams performance against their KPI's and support their development to hit their KPI's.
• Manage, oversee and coordinate the sharing of knowledge and the facilitation of learning within the studio. Improving business practices, processes, aid and promote the development of creative ideas and introduce new internal developments/services.

What you need to be great in this role:

• Excellent client engagement skills with the ability to proactively organise and influence clients and build strong and effective working relationships.
• The ability to manage and filter workflow as well as organise and prioritise workloads to maximise productivity.
• Knowledge of account management and invoicing.
• Highly creative with the ability to generate ideas and practically contribute to studio output.
• Proficient in Microsoft Office and other related software.
• Understanding of how to integrate with a client-side team whilst maintaining a top tier agency service.
• Passion for and inquisitive about AI and new technologies
• Understanding and knowledge of AI tools is beneficial, but ability to learn and digest benefits and features of AI tools is critical

Req ID: 19112

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