Account Manager - Client Services
About EssenceEssence, part of GroupM, is a global data and measurement-driven media agency whose mission is to make advertising more valuable to the world. Clients include Google, Flipkart, NBCUniversal, L'Oreal and the Financial Times. The agency is more than 1,800 people strong, manages $4B in annualized media spend and deploys campaigns in 106 markets via 20 offices in APAC, EMEA and North America.Visit for more information and follow us on Twitter at @essenceglobalAbout the teamThe Client Services team is responsible for creating the conditions by which our clients love our work. We do this by building trust and exerting influence through deeper, more strategic relationships with our clients, and by driving, leading and owning the campaign delivery process.About the roleAccount Managers are responsible for executing the campaign delivery process and providing daily support to the wider account team. They are expected to develop working relationships with their clients and become the lead contact for some campaigns. They maystart to develop their line management skills by directly line managing up to one teammember.Some of the things we’d like you to do:Client SatisfactionPoint of contact for clients ensuring client satisfaction is maintained throughout the campaign lifecycle and beyondDevelop and maintain a working-level understanding of assigned client’s industries, their products/services, and their marketing/media KPIsSupport the wider team in delivering an exceptional client experience during every agency interactionEnsure defined client expectations are understood by the wider teamAssist in managing total client satisfaction, identifying any issues or barriers and escalating as necessaryEssential HappinessEnsure that any direct report and the wider multi-discipline team feel invested in, engaged with, cared for and are motivated to deliver their best workProvide timely and actionable feedback to the team to aid in their development and improvementWork Quality and InnovationEngage with clients to define Actionable Briefs for tier 2 and tier 3 campaigns.Interrogate the work and client deliverables on all campaigns on behalf of the client to ensure they exceed expectations.Maintain an up-to-date campaign project plan using Essence tools and technologyProvide campaign and project management leadership during the campaign lifecycle to ensure on time and on brief delivery of client workFoster collaboration with the Practices to ensure best in class work and ongoing innovation is delivered across the client businessIdentify potential risks, issues and opportunities, across all briefs and processes escalating to CS leadership where necessary.Support daily huddles and weekly client status meetingFinancial Strength and Operational ExcellenceResponsible for client billing process ensuring reconciliations are approved by internal teams and invoicing is complete within agreed internal timescalesKnowledge and responsibility for the end to end invoicing process including managing to budget, reconciliation completionLeverage key internal and external stakeholder relationships to assist teams in improving the campaign delivery processGrowth and Diversity of ClientsThrough building your understanding and knowledge of your client’s business, continually look for and make internal recommendations to explore growth opportunitiesA bit about yourselfProven and demonstrable experience at Account Manager level in media, advertising or marketingStrong communication skills including the desire to learn and advanceUnderstanding of subscription brands and a desire to work with and grow their businesses in order to deliver on their ambitious targets Strong organisational skills with a keen ability to prioritise and multitaskAbility to adhere to and meet deadlines and proven track record in managing client expectationsExperience in cross-channel media planning, with a preference for performance planning experienceUnderstanding of media measurement techniques and the requirements needed to effectively track and report on performanceProven problem-solving skills and ability to think outside of the box for creative solutionsAbility to work independently and collaborate in a team environmentDetail oriented and responsive, deadline-driven with strong quantitative reasoning skillsDemonstrate thorough understanding of the campaign level financial management process from estimate to invoicingPotential to line manage 1 direct report, supporting their career growth and development within Client ServicesLead by example while motivating and coaching juniors on the teamFoster an environment for transparency and open communicationWhat you can expect from EssenceEssence’s mission is to make advertising more valuable to the world. We do this by employing the world’s very best talent to solve some of the toughest challenges of today’s digital marketing landscape. It’s important that we hire people whose values reflect those of our own: genuine, results-focused, daring and insightful. As an Essence employee, we promise you a workplace that invests in your career, cares for you and is fun and engaging. We believe these factors create a workplace where you can be yourself and do amazing work.We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, or marital status.
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