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Client Account Manager (Facebook Ads Agency - Remo

  • SM Commerce
  • Full time
  • United Kingdom
  • 23/04/2021

YOU

You're an energetic and driven account manager passionate about being the bridge between the client and the internal advertising team.

You are naturally outgoing, friendly and curious with an uncanny ability to build rapport quickly. You’re the life of the party and bring up the mood of everyone around you. You strive on building strong relationships and are a suckerr fore qualty and acuracy… (did you spot that? Did it trigger you? Then this role could be right for you...)


This role is pivotal to the rocket ship growth at SMC. You're comfortable leading the conversation on the strategic value of the agency whilst ensuring clients see this as a long term partnership through great results and relationships. You're confident to speak ‘advertising lingo’ confidently both internally and externally.


If this sounds like you, read on!... but do ensure you read this job description and the requirements in full before applying. If you don’t complete the application form as required, your application will be automatically rejected.


US

Started in 2017, SM Commerce is a small, nimble agency that punches above its weight through process efficiencies, smart working and a deep understanding of sales and marketing to create big results, fast. We're a Facebook PREMIUM Partner Agency with ad spends through our Business Manager of well over $1M per month.

Head up by Depesh Mandalia founder of The BPM method and international marketing ‘influencer’, we know our stuff when it comes to marketing – not just social but across the board. We believe in core marketing principals from building your funnel to crafting the perfect hook. We aren’t about the latest Facebook ‘hack’. We deliver long term results underpinned by marketing fundamentals – regardless of the channel.

We’re in the privileged position of not needing to pitch for our clients. They come to us, and we are exceptionally picky with who we work with.

SMC is a lifestyle-led business. We offer a fully remote, distributed working environment and your colleagues will be spread across the world. We believe in flexibility – nobody wants to be chained to their desk and everyone has different priorities. You aren’t going to get sideways looks when you need to spend time with your children, pump iron in the gym or simply go for a walk. As long as you’re delivering the goods and available within our core hours, you are free to work in whichever way is conducive to you doing your best work.


THE ROLE

We're looking for a Client Account Manager to act as the connection between our in-house team and our clients, to ensure we maintain client retention through satisfaction of our products and services.

Our agency churn rate is low because we are very picky about the clients we work with. We ensure every client aligns with our values, that we can deliver the results they need and are a pleasure to work with.

Your role is to act as the client within the agency. Holding the team to account when things go wrong, guiding the ship back when it veers off course and ensuring your client’s needs are always considered and taken care of.

Knowledge of Facebook advertising is important and it’s a big advantage if you've run ads in the past.

This role is a mix of project management, customer service and marketing.

Whilst there is not a need to be involved in the data and insights side of what we do, we are looking for someone with a creative eye for good marketing to help bring ideas to the table.

A growth mindset is extremely important, seeing opportunity, not barriers. Thinking both inside and outside of the 'box'.

We're after someone who can deal with pressure of managing different kinds of clients and their needs, as well as delivering the high level of quality and service we set for ourselves within the agency. We settle for no less than excellence for our clients. In the first answer of your application you must mention the word ‘excellence’ to show you've read this job description properly. This is a role that requires a motivated, trustworthy individual who’s a great communicator and of course has a keen eye for details.

We're looking for someone in either the US (EST) or a European time zone. Whilst our working hours are fairly flexible, we need you to at least cover our core 12pm to 5pm GMT working block.


Responsibilities

  • Keep client satisfaction high through listening to feedback, tracking satisfaction scores and a continual program of improvement against their targets
  • Ensure client deliverables are on-time and to the highest quality by keeping our internal team, and also our clients, accountable
  • Manage client meetings, scheduling, taking minutes and distributing actions
  • Ensure client reports are delivered on time by the team with actions and recommendations tracked
  • Oversee projects related to client account management
  • Manage project constraints of budget, time and resources effectively
  • Regular weekly status updates and reports to key stakeholders
  • Support and push external suppliers and contractors in completing deliverables on-time
  • Regular and clear communication with all stakeholders
  • Use of retrospective reviews (‘retros’) of completed client campaigns to analyse what went well and what could have been done better, to continuously improve future initiatives
  • Continuously develop SOPs (standard operating procedures) with each initiative and ensure SOPs are well formed and understood, ensuring the team follows the process for each part of client account management to deliver a consistently high level of quality
  • Support our tech team as required on our software platforms to support your objectives (including Ads Manager, Asana, reporting tools, Calendly, Google Docs and others)
  • Delegate effectively to external suppliers and the internal support team to help you achieve your objectives
  • Hold regular meetings/calls with key stakeholders and project teams to ensure communication remains clear and concise
  • Ensure requirements such as client goals and deadlines are captured well to avoid delays and misunderstandings
  • Support quarterly goal setting with insights and reports
  • Ensure performance reporting of key metrics is tracked and delivered to the management team to include: Client Satisfaction, Retention and Customer Services metrics


Results

The result of implementing the areas of responsibility should lead to:

  • Consistently meeting and beating client KPIs
  • High Client NPS (net promoter scores / satisfaction rates)
  • High LTV (lifetime value / retention / repeat purchase rate)


Requirements

  • Knowledge and some experience of Facebook/performance marketing
  • Experience of customer services and client management
  • Experience of report writing and analysis
  • Experience of Google Suite (Gmail, Google Docs, Sheets etc)
  • Strong written and verbal communication skills
  • Strong presentation and reporting skills
  • Good project and process management skills
  • Ability to manage multiple projects for clients
  • Excellent initiative and follow through when solving problems
  • Ability to think creatively and lead innovation
  • Self-starter, independent learner and coachable
  • Team player able to build rapport and relationships with internal and external people
  • Ability to communicate detailed or complex ideas in a simple and clear manner
  • US (EST) or EU time zone – NO EXCEPTIONS
  • Super organised and efficient
  • Able to juggle multiple priorities and make things work seamlessly
  • Strong attention to detail
  • This is a full-time role. We will not accept any applicants with existing clients/businesses

Benefits

  • Fully remote – work from wherever makes you happy
  • Full access to our training and community programs
  • Free access to our externally paid training programs
  • Direct mentoring from a global leading Facebook ads and marketing expert
  • Opportunity to attend agency exclusive Facebook events
  • Pay is based on experience and should be submitted at time of application

About SM Commerce

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