Client Manager

Job Added: 24 July 2019
Applications Close: 23 August 2019
Level: Mid-Weight
Contract: Full Time
Based: London
Salary: Undisclosed
Website: portasagency.com
Twitter: @portas

We are a brand consultancy and creative communications agency that has spent the last 20 years building best-selling retail and lifestyle brands in the UK and across the world.

We have a very simple philosophy to ‘Make Shopping Brilliant’. Our background in retail, fashion, lifestyle and luxury means we understand ever changing trends, how and why people shop as well as the all-important bottom line.

We use that knowledge to create the brands, experience and communications that will make any business a destination.

The Client Services department is an instrumental component in ensuring we create the best imaginable work by seeking, building, maintaining and growing long and meaningful relationships with our clients.

Our client services team vision is simple: Through knowledge, curiosity and guidance we collaborate with our clients to make shopping brilliant.

As Client Manager, you play a pivotal role in supporting the Senior Client Directors and Client Services Director in defining and implementing best-in-class client services at Portas. As the lynchpin of day-to-day agency contact across your client accounts, you are the glue that binds together the client’s brief with the right agency solution. You will work closely with your team and the wider agency to help us achieve our agency vision.

Reporting lines
You will report directly to one of the Senior Client Directors

Your responsibilities cover five broad areas:

Account Management
• Ensure you deliver all standard account management aspects quickly and efficiently (such as contact reports and status reports)
• Ensure you build a good relationship with your client and become a trusted and safe pair of hands.
• Act as key point of contact for your client accounts ensuring that communication is effective and that all agreed actions are implemented
• On accounts where you work into the Client Director you will support across all aspects of the account and be able to report on status of the account to Senior Management at any given time.
• Sustaining relationships with third parties such as media agency, PR agency etc to ensure proposals are aligned and delivered to campaign strategy.
• Ensure the proactive planning for department resourcing on a weekly basis
• Always strive to manage expectations on all levels and always aim to over deliver
• Manage internal agency relationships in order to get things done in the most time and cost-efficient way for your client
• Always pre-empt what might need to happen and be one step ahead. Responsibilities include warning PM of brief, ensuring teams are assigned to briefs and timings in hand. Client Managers will often need to work across multiple projects at any one time across assigned accounts and work to the pace of the agency. With the support of your Client Director you will effectively manage your time and the workload of the accounts.
• Supporting the Client Director to input and understand agency financial projections; meet objectives and KPI’s by forecasting requirements, creating action plans and CPA’s (when a Project Manager is not working on the account) to ensure we meet identified projects and maximise every opportunity.
• Responsible for working with finance on the day to day finances of your account and monitoring profitability.
• Supporting the Client Director in identifying and acting on stretch opportunities
• Responsible for the smooth running of the agency financial process. Ensure to give a heads up to your Client Director in the event of any issues.
• Be the key contact for the client on status of WIP

• On accounts where you are the Client Services lead, it is expected that you will have a full strategic understanding of client deliverables and take ownership of all deliverables across the account. T
• Provide support for your strategist and always be on hand for meetings / discussions around the brief.
• Ensure smooth delivery of stimulus for research – delivering on time and on budget
• Attend research groups where possible
• Develop your own individual curiosity. Build a solid knowledge of client’s business, the challenges they face, have an opinion on their competitors work, share knowledge with clients. Build retail knowledge to Make Shopping Brilliant across your accounts.
• Ensure the creative team have stimulus required for the briefing. Ensure you follow up with the creative team to see if there is anything else that could help them working on a brief.
• Set up creative presentations and be ready to present work where applicable.
• Be responsible for ensuring creative briefings are as exciting and stimulating as possible and that everything is organised well in advance (briefs, timings to be present etc)
• Always ensuring your briefs and team are thinking in an integrated way

• Responsible for ensuring a good sense of team spirit and instigating team building initiatives
• Responsible for managing up to your Client Director in order to keep them sufficiently updated and informed on the day to day operations and progress of work through the processes internally

Skills and Experience Required:

• 2 – 3 years relevant previous experience
• Strong demonstrable previous experience in client facing roles
• Strong retail, fashion, lifestyle client marketing experience
• Confident and comfortable liaising with senior managers and executives both internally and externally
• An excellent communicator able to build relationships at all levels with tact and diplomacy
• A passion for retail
• Strong commercial awareness
• Experience of taking a project from brief through to measurement

How to apply