Consumer Engagement / Client Service Manager at Wildreams Agency

Job Summary

• The Consumer Engagement/Client Service manager at Wildreams serves as the primary relationship owner for an assigned group of top-tier client accounts with responsibility for retention and growth.
• Ensure clients derive maximum value from our services.
• Prepare implementation plans and lead client onboarding; present content strategy and annual plan. Work closely with clients to identify needs and consult on best practices for solutions and setup.
• To succeed in this role, you’ll need to communicate well and multi-task under tight deadlines.
• Experience in sales and customer service is an asset in this position. If you’re a team player and a problem-solver, we’d like to meet you. Your goal will be to ensure that our relationships with customers are strong, profitable and enduring.

Key roles and responsibilities

• Formulate market penetration strategies and manage the relationship for new and existing clients.
• Proactively suggest innovative digital strategies to improve the quality of client campaigns.
• Must be proactively involved in current client activities; able to identify opportunities to organically grow business with current accounts; and able to identify potential risks and take appropriate action to retain or renew business.
• Ensure accountability is established during the project planning process.
• Full responsibility for ensuring work is delivered to the highest standard, on time and on budget.
• Achieve 100% realizations on all assigned accounts.
• Ensure proper internal QA is done before any work is shared with the client for review.
• Manage client relationships and provide clients with excellent service and support.
• Manage client expectations, bringing issues/concerns to clients’ attention before they become problems, offering potential solutions, and advising of potential delivery delays.
• Provide campaign performance reporting and analysis to clients.
• Communicate effectively with all team members and develop strong, trusting relationships with all internal partners.
• Research and analysis of customers, market conditions and competitor data for relevant decisions and advice.
• Review new and trending technologies for regular knowledge updates to ensure our client offering remains innovative.
• Developing a marketing plan based on current trends and customer demographics to increase brand awareness
• Conducting market research to identify new opportunities for the company’s products or services.
• Participate in new business development efforts i.e. active involvement in creating pitch decks and presentations.

Critical Competencies

Expectations are high, so we expect the Consumer Engagement/Client Service Manager to be confident, enthusiastic, resourceful, tech-savvy, forward-thinking, self-motivated, and a creative problem solver who adapts to changing circumstances and priorities.

• The smallest detail is your favorite detail! -- Self-driven with the ability to work independently
• Must be able to understand complex environments and projects, pay attention to details and maintain an organized workflow
• Excellent planning, project and time management, and decision-making skills with the ability to self-manage numerous projects simultaneously
• Creativity and experience bringing new programs and ideas to fruition
• Strong interpersonal skills with a focus on teamwork and the ability to foster/maintain relationships across multiple businesses and organizations
• Exceptional writing, editing, and proofreading skills preferred
• Minimum of 3 years experience as a Client Service Manager in an Advertising Agency.