Relationship Manager
Mandaluyong, Metro Manila, Philippines
Full Time
Client Relations
Experienced
Responsibilities:
- Relationship Building & Account Management:
- Establish and nurture relationships with clients, both new and existing.
- Serve as the primary liaison between clients and internal teams.
- Employ a consultative approach, offering value-added services to meet clients’ business goals.
- Maintain constant communication with clients to proactively address their needs.
- Cultivate relationships to generate referrals from clients and other potential leads.
- Facilitate contract renewals and renegotiations, ensuring ongoing client satisfaction and retention.
- Conduct regular client satisfaction surveys and feedback sessions to ensure high-quality service provision.
- Provide input and feedback on marketing strategies and campaigns based on client interactions.
- Conduct regular face-to-face client visits or engagements (e.g. coffees, meals, happy hours, etc.) to keep client relationships in high standing.
- Client Management
- Develop and execute strategic plans to manage and grow client accounts.
- Monitor client account performance and provide regular updates and reports.
- Address and resolve client issues or concerns promptly and effectively.
- Ensure clients are aware of and understand all aspects of the service offerings.
- Upselling & Cross-Selling
- Identify opportunities for upselling or cross-selling based on a thorough understanding of client needs and preferences.
- Develop and present customized solutions that align with client goals and objectives.
- Track and analyze sales metrics to identify trends and opportunities for upselling.
- Collaborate with the sales team to develop strategies for achieving sales targets.
- Maintain a detailed knowledge of the agency's products and services to effectively communicate value propositions to clients.
- Consulting
- Employ a consultative approach, offering value-added services to meet clients’ business goals.
- Conduct comprehensive needs assessments to understand client challenges and objectives.
- Provide strategic advice and recommendations to clients based on industry trends and best practices.
- Formulate relevant and expert questions to ask clients regarding their business to help with their growth.
- Challenge clients with their own business, acting as their trusted advisor in the field.
- Develop and deliver presentations and proposals that address client needs and demonstrate the agency's expertise.
- Engage in continuous learning to stay updated on industry developments and enhance consulting capabilities.
- Project Management:
- Assist project managers in effectively managing teams and resources to meet project deadlines.
- Foster clear communication among stakeholders to understand clients’ needs fully.
- Manage late deliverables to ensure final deadlines are met.
- Utilize project management tools such as ClickUp and Instagantt for task management and client visibility.
- Collaborate with internal teams to identify opportunities for process improvement and efficiency.
- Pitches and Presentations:
- Organize and lead pitches and meetings with clients.
- Participate in strategy and creative ideation for clients, pitches, and projects.
- Industry Knowledge
- Stay informed about market developments and opportunities in advertising, digital, creative, technology, marketing, and consulting industries.
- Stay updated on industry trends, tools, and best practices to continuously enhance service delivery.
Key Performance Indicators (KPIs):
- Total Gross Revenue
- Profit and Margin %
- Customer Retention
- Number of Clients Under Management
- Receivables / Contract Value ratio
- Client testimonials
- Client referrals
- Successful project delivery
Requirements:
- Superb interpersonal and PR skills.
- Analytical mindset with a focus on data-driven decision-making.
- Excellent communication and presentation skills.
- Proficiency in digital collaboration tools such as Google Drive and ClickUp.
- Strong organizational skills.
- Proactive with an entrepreneurial spirit.
- Passionate about delivering exceptional customer experiences.
- Knowledge of digital marketing, advertising, creative, and technology industries is advantageous.
- Proficiency in Google Suite products, especially Google Sheets.
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