Job Description

Senior Account Manager :

The Account Management department at Campfire is more than just client relationships. Operating as a trusted team of experts in Digital Marketing, we thrive on giving our clients an agency experience beyond the standard service of others. We do this by feeding into four key areas of the business -

Relationship Management:

maintaining and nurturing our client relationships

Project Management:

collaborating closely with internal teams to deliver only the best work, when we say we're going to deliver it

Existing Client Growth:

spotting opportunities within our client set to cross and up sell our Services, to ultimately improve client performance

New Business:

showcasing Campfire Services to potential clients and pitching proposals to meet their needs

Responsibilities

(The things we do)

:

As a Senior Account Manager, you'll be expected to operate across all the above pillars, becoming integral to the maintenance and growth of business at Campfire.



You are the key point of contact for some of the agency's larger clients and responsible for maintaining and nurturing those relationships into one where they will take our strategic lead on account activity. With the support of the AD, it is the role of a Senior Account Manager to listen, question and ultimately offer sound and founded advice to clients on how to navigate the digital landscape to achieve objectives. In the work that follows, you will operate as the gatekeeper of the output, representing and demonstrating the highest level of quality and service offered by Campfire, translating the client's needs into work to be proud of, that delivers the strongest results.



As a Senior Manager within the team, you will take more of a lead managing and mentoring Exec members of the Accounts Team, and be responsible for delivering clear professional development paths for them. As such, a Senior Account Manager needs to be personable and able to motivate a team, leading by example by maintaining a calm, approachable manner, whilst carrying out duties with professionalism and respect, as well as be able to exercise assertion in challenging team situations.

As a Senior Account Manager, you will:

Relationship Manage:


Operate as the primary point of contact for your clients, developing and maintaining long-term client relationships to establish Campfire as a trusted partner Develop and maintain a sound knowledge of your client set, getting under the skin of each business in order to gain a holistic understanding of how they operate and what they need, to deliver a truly tailored service Confidently interrogate and challenge client briefs, where appropriate, operating with honesty and integrity at each step Position yourself as a trusted expert in the Digital field, by proactively sharing knowledge, updates and trends within the space Establish and maintain client comms processes over email and via regular calls to update on service delivery, knowing when it's right to delegate such responsibilities to a junior member of the team Manage expectations in a timely manner, if and when things change Ensure client-facing documents are up to standard in terms of accuracy and quality




Project Manage:


Take briefings from clients, translating effectively into internal briefs in order to coordinate and lead internal kick offs and creative sessions on all projects and campaigns Independently prepare and present client-facing proposals and communications to respond to briefs Operate across multiple clients to proactively manage delivery timelines with supporting teams across the agency Forecast and track client account metrics, ensuring KPIs are on track and resolving any potential concerns with respective teams Actively manage internal client documents to reflect allocated budgets and resource, ensuring supporting teams and Leadership have full visibility Coordinate with internal teams to prepare and deliver client-facing reporting documents, delivering what's most meaningful to our clients, with clear context, learnings and actions Act as the gatekeeper for delivering the highest quality, with confidence to challenge internal teams when World Class standards aren't met




Client Growth:


Identify and react to evolving client needs and pressures, ensuring our service continues to reflect these and addresses client business targets and challenges Work with the Insights team to provide channel, market and industry analysis that could unlock opportunities for your client set Coordinate, prepare and present proposal decks that identify founded opportunities for existing clients, showcasing which of Campfire's services could help deliver




New Business:


Work with the Senior Team on new business briefs, coordinating research and insight, creative ideas and strategy to feed into pitch decks Attend calls and pitches with potential new clients Prepare budget and cost plans, including resource allocation and agency fees for any new business proposals




Management and Development:


Manage junior members of the team to help their professional development Keep the AD informed of any client issues, opportunities or commercial changes, working with them to support on approach, strategy and any escalation Continuously develop expertise across all our service channels, demonstrating this knowledge when communicating and advising clients

Behaviours

(The style we do these things in)

:

Description

The way we do things across the business is with the aim to achieve a certain level in each area of the business. That level is world-class, and the areas in which to achieve these are in our process, our results and our service style. If you picture a world class process, what does that look and feel like? It looks like collaboration, organisation, efficiency, no stone left unturned, and having the frameworks in place to allow these things to happen. When you picture world class results, they feel like going above and beyond KPI, they feel like finding additional added value in every possible case, they look like rarely faltering from a streak of achievement. And when we picture world class service style, it looks like speedy but ultimately accurate communication, beating timelines wherever possible, thinking of the client and their results and experience first, pre-empting client questions, knowing the answers.

How this translates in this role:


Taking on tasks with

Enthusiasm and Positivity, even when it's out of your comfort zone or even responsibility. We know the industry landscape changes frequently, and as a Senior Manager, you need to be comfortable with supporting on projects that may fall outside of the day to day, but will ultimately ladder back to our main vision of developing a best in class service and team.*
Operating with

Efficiency and Organisation, understanding the importance of timely delivery for our Clients. Where barriers are presented, you won't be afraid to raise and challenge these, striving to always improve on our ways of working - both internally and externally with clients.*
You will be

Inquisitive - having the

Confidence to question, obtain further context and always seek out the 'why', arming yourself with the most information to be able to deliver the most relevant solution.*
Demonstrate

Drive and Ambition to succeed above and beyond. When we set goals for delivery, it doesn't mean we have to stop there. If there's an opportunity to deliver beyond expectation, you'll find it and make it happen.*
Be

Proactive with Clients. Look beyond briefs and current scopes of work, spend time understanding the wider business of your Clients to spot opportunities.*
You will be hungry to continually

Learn, Evolve and Share Knowledge in your field, seeking out

Innovation, always striving to deliver the next best thing for our Clients.*
Work

Independently

, taking full ownership of your Client workload, whilst understanding how to

Upward Manage - keeping your AD informed of key client challenges and opportunities, escalating where necessary, and leaning on for support where required.*

Collaborate well with relevant teams at all times, understanding when to

Delegate to keep delivery both efficient and best in class.*
Be

Assertive with strategic and client decisions. You are ultimately accountable for the delivery of Service.*
Operate as a Senior voice within the Strategic Accounts team, offering feedback and ideas to fellow team members, both within and cross teams.*
Show a desire to develop and build the team - always spotting training opportunities, and educating the team (both direct and indirect) on any adhoc topics.*

Communications

(The things we say)

:

We are open, honest, and transparent. We communicate with our team effectively to build trust and loyalty within Campfire. Our nonverbal communication is approachable, appropriate and friendly - we don't just speak with our words, we speak with our body language. We're experts in our industry and passionate about what we do. When communicating with our clients, we lead with professionalism and expertise. Whether communicating with our peers, our managers, or our direct reports, we approach conversations equally.



You should be Approachable both with clients and within the agency*
Client comms should be both Personable and Professional, with the ability to read your audience. Everyone, at every level, will have a different style and it will be up to you to identify the best ways to effectively communicate. Comms should be concise, deliver context and meaningful, relevant information.*
The ability to effectively provide constructive feedback, both in 121's, cross teams and on the fly. All feedback is delivered in a way that provides clear examples and expectations, to ensure the team are fully aware of expectations.*
Developing communication skills to define your approach when having difficult conversations, whether that's with your team or with our clients. We want to communicate in a way that is calm, clear, and leaves no stone left unturned.*
Client conversations are a daily task as an Senior Account Manager, and you need to be able to express your points eloquently and with expertise. Always seeking to provide the insight behind proposed strategy and the 'why' behind performance in order to deliver consistent performance increases.*
Ensuring all problem communication is solution led, providing your view on the issue and adding your opinion.*

Development Ability:

We thrive as a team! We create our best work when we're working collaboratively. Being able to nurture and grow talent is an essential part of this role - delegation is key. Executives need to be given the space to try, succeed, and even fail. As a Senior Manager, your role is to identify the issues and train your team on the best approach to take. We don't micromanage, we empower, leading with trust and transparency.



The ability to teach and develop a team is an essential part of this role.*
Setting clear development objectives that are required as part of their job.*
Writing, delivering and tracking PDP's. Ensuring they're hitting objectives, and also adapting progress when necessary.*
Having regular 121's to build a strong relationship.*
Leading by example and showing your team the best approach to do things.*
Giving Executives the freedom to express their opinion.*




To reach the next role, your manager should have absolute confidence in your ability and consistency on all of the above, as well as have started to test you on some of the more crucial elements of the next role, to ensure you can step into your new role with ease.