About the role

OLIVER is hiring an Account Director to join the team. We’re expanding our scope of work and building a new team that partners with OLIVER teams around the globe, serving our client with efficient, effective creative. Those with creative-agency experience managing big-brand and/or B2B relationships with have an edge.

What we want to see it a proven track record of balancing day-to-day management with big-picture leadership, and the ability to spot and chase new opportunities. You should have a knack for building and implementing processes and for solving problems, and you will have proven yourself as a safe pair of hands on the day-to-day management of the account.

This is a great opportunity for a level-headed, strategic thinker, who has gravitas with a client. The success of the role will rely on your ability to spot opportunities to help clients achieve their business ambitions. Most important, this role requires a courteous, positive and high-energy individual with great people skills. We value hard work, and we want to have fun doing it.

What you will be doing:

Client Services

• Ensuring that the client experience is as positive as possible. Encouraging a positive, proactive solution-first attitude, with clear communication in person, supported by documentation in email.
• Responsible for brand guardianship on their projects within the team.
• Looks to constructively challenge the client and will proactively work with project teams to present any added-value solutions.
• Negotiate to create win-win compromises with your client on behalf of your team members, where needed.
• Where clients experience a negative service or we do not come across in the best light, escalate this to the Business Director / Managing Partner to ensure that it does not happen again.
• Keeps up to date with industry news, agency case studies and innovations that the clients can learn from.

Processes

• Ensures that internal processes are followed.
• Accountable for training team members on internal processes.
• Escalation point if client or internal SLAs and processes are not adhered to, or where there are process gaps. Ensures that these are captured along with a suggestion for improvement, and work to rectify this. 
• Cascades any changes in process and company or studio updates to the team and ensures that they are followed.
• Work with the key stakeholders to educate clients on new ways of working.
• Accountable for the timely delivery of projects, and the escalation point for project leads where this might not be the case. 
• Identifies large pockets of upcoming work that will impact the wider agency or dramatically change the requirements of the team. Escalates that to BD to ensure the agency can prepare for it.

Project Delivery

• Monitors project run rate and client satisfaction through catch ups with job owners and the weekly account/project management WIP. 
• Escalates any projects that are at risk of an unsuccessful delivery to the BD.
• Works with job owners, when required, to ensure that projects are running smoothly, ensuring that we understand the client's ambitions and that the client understands the requirements of the agency to meet them.

Team Development and Inspiration

• Actively participate in the sharing of knowledge and the facilitation of learning within the studio.
• Encourage a great team environment whilst keeping client centricity at the core of the team culture and values.
• Influence and inspire your internal team to deliver projects to a high standard including QC.
• Manage and supervise direct and indirect reports, harnessing their development and performance in a manner that ensures maximum efficiency.
• Monitor teams performance against their KPIs and support their development to hit their KPIs.
• Manage, oversee and coordinate the sharing of knowledge and the facilitation of learning within the studio. Improving business practices, processes, aid and promote the development of creative ideas and introduce new internal developments/services.

What you need to be great in this role:

• Excellent client engagement skills with the ability to proactively organize and influence clients and build strong and effective working relationships.
• The ability to manage and filter workflow as well as organize and prioritize workloads to maximize productivity.
• Knowledge of account management and invoicing.
• Highly creative with the ability to generate ideas and practically contribute to studio output.
• Proficient in Microsoft Office and other related software.
• Understanding of how to integrate with a client-side team whilst maintaining a top tier agency service.
• At the time of this posting, the base salary for this position may range from $90,000 to $100,000. Individual compensation varies based on job related factors, including location, business needs, level of responsibility, experience, and qualifications. The range listed is just one component of our total compensation package.

Req ID: 8525

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