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We have an exciting opportunity for a dynamic self-starter to help nurture existing and build new relationships across a portfolio of our CRM services clients, working closely with the wider account teams to oversee day-to-day CRM campaign activity. You must be a proven Senior Account Director who is passionate about exceeding customers’ expectations, be someone who likes to work hard, be hands-on and tackle new challenges. As a driven and ambitious individual, you will be able to help identify and support the wider account team with opportunities of growth across the account.

You will be responsible for ensuring the account team are delivering an exceptionally high quality of BAU activity, delivered to client deadlines and exceeding expectation at all times. You and your team will become the clients day-to-day ‘go to’ persons for CRM and will need a good understanding of their business needs and KPIs they are measured on. You will need to oversee and support a team of Account Managers and Executives while they work closely with multiple client stakeholders to extract detailed requirements for data driven campaigns and ad hoc projects and be able to confidently brief internal departments through a workflow management process.

When required, you will need to manage and deliver projects through all stages of the process from briefing, discovery and proposal to testing and deployment, including post campaign performance reporting and recommendations to how the client can improve their email campaigns. You will be constantly looking for ways to improve your clients’ campaigns and have an interest in data, understanding analytics, providing insights and recommendations. You will also be responsible for the management of tracking all activities against the client’s budget and reporting this to the Key stakeholders and Business Unit Director.

What I need to do:

The role is an integral part of ITG’s Client Services Team for CRM Services:

What I need to show:

• Work closely with the client team
• An understanding of client’s business requirements
• Clear communications with a keen eye to detail
• Liaise between the design team,data team, developers and client
• Manage multiple accounts across different industries with a good degree of autonomy
• Work closely with client teams, keeping them up to date at all times
• report to client on project progress, working closely with the PM and technical staff
• Do monthly financial reporting

How will I succeed:

• Proactive management of customer relationships and communication
• Approachable and able to guide and support a team of Account Managers and Executives
• Be the client ‘go to’ person for all BAU CRM activity
• Oversee an efficient and effective management of client campaigns
• Be able to support the constant development and improvement of ways of working and client campaign activity
• Achieving client and internal deadlines
• Client satisfaction and pro-active resolution to any issues that may occur
• Keeping the ITG Account team and other internal stakeholders up to date on a regular basis and proactively escalating any areas of concern
• A good understanding of client’s business requirements
• Proactively seek areas in which to develop and grow the account and improve efficiency
• Financial management of campaigns and project trackers (where required)
• Clear objectives to be set annually as part of the ITG Appraisal/PDR process will help focus on the specific priorities

Requirements

• Educated to degree level (preferred but not essential)
• A good understanding and previous experience working with the email channel
• At least 4 years agency experience in a client facing role, preferably digital or integrated
• Focus on client satisfaction through impeccable client servicing, handling and reporting
• Able to pro-actively resolve client issues when they occur
• Organised with very good attention to detail
• Strong written and verbal communication
• Relevant computer skills – highly proficient in using Microsoft
• Highly numerate and organised with very good attention to detail-Strong written and verbal communication
• Structured and clear thinker: able to manage multiple projects and pro-actively understand the impact to client, creative and technical departments
• Handle pressure confidently

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays– we understand the importance of you getting some down time.
• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings– through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.
• Employee Assistance Programme– our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme– know the perfect person to join the team? You could bag £1,500 for a putting a good word in.
• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups available to employees and exist to offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other.

These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

What next?

If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.