Relationship Manager

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.