Client Services Manager

Designation: Brand Services/ Client Services Manager

Experience: 1 - 2 Years

This is the first position within the function and the primary role is to ensure the smooth execution of projects on his / her business.

Duties

The duties broadly describe expectations at this level; some variations may exist due to client and business requirements.

1. Brand Deliveries - Brand Services Manager is responsible for delivery of all elements of the communication mix of the brand on time, as per client approvals.

2. Brand Focus: - Brand Services Manager should be completely in the know of the history of the brand, especially the key milestones. He / she is the custodian of all information, material and documents on the brand and category. Needs to be aware of all events/developments on the brand even when the agency is not involved.

3. Market Understanding: He / she should be in possession of the current market shares at any point of time. He should also be aware of all activities happening in the category that he is working on. He should undertake regular market visits, online research etc. to be up to speed on competitive activities in retail, digital, PR and other non-traditional media as well. Regular competition updates/market visit reports should be sent to the entire team working on the brand (account management, planning, creative, clients).

4. Market visits - Regular market visits to understand the consumer and retail for own brand and competition. Ideas generated from such visits to be presented to the client.

5. Creative Involvement - Brand Services Manager displays an interest and contributes to creative activities pertaining to problem articulation, brainstorming and generating options and alternatives. He / She is involved in preparing the Creative Brief.

6. Proactive thinking on the brand - Brand Services Manager needs to proactively suggest project and execution ideas and new media opportunities that will work for the brand. He / She must be familiar with the Lowe Planning Toolkit and be able to use it in full or part across own brands.

7. Presentations -Brand Services Manager should get himself involved in all presentations made by anybody from the brand team at the agency end. He / she must ensure the agency facilities are prepared for Client visits and all presentation materials and supplies are ready and available.

8. Contact Reports - A written report is required of all Client meetings, phone conversations or meetings with key suppliers on behalf of the client where decisions are made or actions are to be taken. He / She completes minutes of meetings, and outstanding statements accurately and on time. Reports need to be concise, accurate and informative, have clear next steps, deadlines and person responsible. Reports must be issued within 24 hours. Before issuance to clients, the Brand Services Director or another senior must approve them.

9. Job Status Reports - A written report is to be maintained of current work in progress with clear next steps, deadlines and person responsible. Reports to be updated by the Brand Services Manager and checked by their supervisors prior to weekly job status meeting with clients.

10. Job Requisitions - In the absence of other operational support, opening of new jobs with a job requisition form. New Job Requisitions require a Master Brief (to be written by Planning). Forms are to be accurately completed in terms of description, sizes, material specifications, deadlines, other job requirements. Brand Services Manager is also responsible for issuing forms for any amendments required.

11. Job Monitoring- In the absence of other operational support, the Senior / Brand Services Manager is responsible for opening job numbers and issuing job-closing instructions to the Commercial Department attaching a copy of the signed production estimate. The Senior / Brand Services Manager is also responsible for instructions to cancel a job or transfer costs after receiving instructions from the Brand Services Director or above.

12. Financial - In many cases, Brand Services Manager is in control of the entire billing process from the raising of estimates, signing off, closing, invoicing and collection. He / She must at any time be working closely with Commercial to have a good grasp of how much is in the Financial job status, how much has been invoiced and how much of the Account Receivables is due. It is the responsibility of the Senior / Brand Services Manager to ensure all estimates are signed and work with Commercial to ensure the regular payment of receivables.

13. Documentation - Brand Services Manager is responsible for institutionalising brand and client knowledge and history. In the absence of other operational support, he / she is expected to oversee all files and filing systems kept for Clients within the department both hard and soft. Files are to be regularly updated and indexed properly. He / She is expected to maintain a single logical filing system for all hard copies. All guard books and show reels, brand and competitive updates must be kept current and maintained as well as client organisational structures, contact details and the like. Soft files will be stored on server as per the Agency filing systems.

14. Day to Day Liaison - Brand Services Manager will be required to continuously work with others in the Agency to ensure smooth running of projects in hand. He / She will be dealing with numerous individuals in different departments including Marketing Services teams, production, studio, films etc. The Senior / Brand Services Manager must develop a strong working relationship based upon trust and respect to ensure that all parties are motivated and work together in an effective manner. He /She ensures that all parties are correctly informed in a timely manner. All barriers, issues and problems that are not in the Senior / Brand Services Managers ability to overcome must be brought to the attention of his / her supervisors as soon as possible.

Job Knowledge

1. Integrated Communication Processes - Brand Services Manager must have a basic understanding of print, collateral, design, digital and AV production processes including how production estimates and time lines/schedules are developed and managed.

2. Media Contact Points -Brand Services Manager must develop a sound understanding of the roles that different contact points play and against what objectives they may be best utilised (Advertising, Direct Marketing, Public Relations, Interactive and Digital, Event Marketing, Design, Outdoor, Sponsorship etc.). He / She must have a basic understanding of how media strategies are developed into plans and how to read media schedules.

3. Production Process -Brand Services Manager must have a thorough knowledge of the various internal production processes (digital, print) and systems (Time Sheets) within the Agency as well as external (TV, film radio) that leads to the development of material. (briefing process, Production timelines)

Professional Skills

1. Time Management - Brand Services Manager efficiently manages time by organizing the day and week ahead to ensure jobs are followed up on and that time has been allocated for writing of reports. The Senior / Brand Services Manager will ensure they are punctual for meetings and that items are always delivered by their due date. They will respect the time of others and ensure they do not keep clients or fellow staff waiting on their behalf. He / She is able to stress and work pressure.

2. Attention to Detail -Brand Services Manager is meticulous in all reports, minutes, copy or artworks issued, ensuring all details are correct and accurate. Copy for ads is double-checked, calculations are inspected, and schedules are scrutinized.

3. Communication Skills - Brand Services Manager speaks professionally, clearly, concisely and authoritatively on known subjects and is able to effectively communicate the points required. He / She listens actively and is able to accurately comprehend and summarise all points made in meetings and discussions. The Senior / Brand Services Manager writes in a clear, concise, well-organized, and logical manner to ensure focused and correct instructions are passed within briefs, contact reports, minutes and job requisitions. Spelling and grammar are always checked. All relevant parties are included on circulation and Brand Services Director must approve work before circulation to clients.

4. Professional Demeanour - Brand Services Manager always remains calm and collected. The Senior / Brand Services Manager remains objective and focused on what the project needs for successful completion. He / She is well organised and has a good sense of priorities and timing. And always acts with the highest regard for integrity, honesty and professionalism to themselves and others.

5. Organisation focus - Brand Services Manager demonstrates a passion for excellence in everything he / she does. He / She creates and promotes loyalty to the Agency interests and culture.

6. Dealing with Clients - Brand Services Manager must understand the client hierarchy and approval processes. Each client's personality must be understood to ensure that the approach is always correct. Honesty and integrity is always upheld, with the client being kept informed of all developments.

7. Supervisor Support - Brand Services Manager must support their Brand Services Director in terms of always keeping them informed. He / She may challenge a point of view but ultimately will defer to a higher authority.

8. Working with Business Partners - Brand Services Manager will deal with a variety of suppliers and other partners and must do so in a professional manner, providing clear job requisitions, expectations, time lines and budgets.

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