Client Operations Lead

About the Role -

As part of the Client Services Operations Department, you play a central role in the business and are pivotal to the smooth running of your account(s). You will be required to have a good hold on account handling and provide support to your line manager by managing projects from brief to final delivery, on time and budget. You will need to be client focused and able to demonstrate good communication, organization and time management skills to manage both your clients and internal departments, while always focusing on quality, process and profitability.

Job Responsibilities - 

Internal Responsibilities

 Demonstrate a thorough understanding of the Hogarth business model, services and technology

 Ensure a thorough understanding of the contractual obligations, commercial arrangements & SLAs of your account and ensure specific details are understood by the wider team where relevant

 Ensure optimum productivity levels are achieved and team morale is high

 Review team structure and resource on an ongoing basis to ensure client is serviced appropriately whilst maintaining agreed profitability

 Ensure succession plan is in place for the complete Client Servicing team and liaise with other Dept. heads regarding wider team members where appropriate

 Coach and develop the team in their role to ensure achievement of their Personal Development

 Manage internal admin, holidays, sick days etc. and take responsibility for all timesheet accuracy from any direct reports

Client Management Responsibilities

 Ensure clients understand agreed workflows and manage them through the process

 Set and manage client expectations deliverables and timeframes

 Escalate all serious client issues to your line manager immediately and recommend solutions wherever possible

 Identify areas for improvement of existing workflow and processes which could benefit Hogarth and/or the client

 Build strong day to day relationships with all clients and agency stakeholders - communication is key

 Strive to better client and stakeholder relations

 Identify training opportunities for clients to ensure their adherence to processes & improve workflow

Project Management Responsibilities

 Co-ordinate between all relevant parties - internal (Print, Broadcast, Digital etc) and external

 Clients and agencies where necessary to ensure things get done but setting realistic expectations with clients

 Consistently deliver against all contractual obligations include SLAs and KPIs

 Keep your manager updated on status of projects

 Monitor internal workflows, identify areas for improvement and make recommendations

Quality Control Responsibilities

 Act as a brand QC/Guardian – always ensure brand guidelines, Q C checklists and procedures are followed

 Ensure all parties are aware of brand and Q C guidelines, ensure internal summaries are developed and distributed if necessary

 Highlight and resolve quality control issues

 Ensure the best external talent is always used – freelancers, translators, proofreaders,copywriters, planners where necessary (liaise with relevant Dept. heads and ensure they passrelevant tests)

Financial Responsibilities

 Prepare accurate cost estimates based on contracted rates and ensure all estimates are approved by your manager.

 Contribute to profitability of accounts, budgeting and forecasting process Business Development Opportunities

 Proactively seek and identify new revenue opportunities in existing clients or prospects and inform your manager.

 Support the team in developing proposals for any new revenue opportunities

 Build and maintain a client business development

Job Requirements - 

 14 plus years managing and servicing international accounts

 Experience working in Digital & TV/ Broadcast will be an added advantage.

 Strong time management/prioritization skills

 Strong project management skills

 Can do attitude and an ability to work under pressure

 Strong interpersonal and communication skills

 Fluent oral and written English

 Strong numeracy skills

 Highly organized, detail oriented, client focused and proactive

 Experience of running a strong dynamic account team including resource planning

 Strong IT literacy, including Word, Excel, PowerPoint/Keynote

#LI-BB1