Job Description

Role Overview:

The Strategic Account Manager at Hallam will be required to create long-term, trusting relationships with our clients and support them to achieve their digital marketing goals. The role will oversee and retain a portfolio of assigned accounts, develop new revenue streams from these accounts and ensure they remain profitable. They will also be responsible for understanding and working to ensure positive levels of client satisfaction.

Purpose:

Support the execution of strategic growth and retention plans by managing day-to-day account activities, ensuring alignment with overall account goals and targets. Maintain strong, ongoing client relationships, acting as a key point of contact and ensuring client needs are met with timely and high-quality service. Coordinate and collaborate with internal teams, ensuring clear communication and smooth delivery of digital marketing campaigns and solutions. Monitor account performance and profitability, assisting in identifying opportunities for growth and ensuring client budgets and expectations are managed effectively.

Responsibilities:

Communication & Collaboration:

Foster open communication and teamwork across departments Engage in regular check-ins and updates with team members, ensuring alignment on project goals and timelines Build strong relationships with clients and stakeholders, ensuring satisfaction and clarity on project deliverables

Client Relationship Management

Manage a portfolio of clients through the customer journey (from onboarding to offboarding) to retain and grow long-lasting, profitable customer relationships. Act as the client ambassador within the agency, championing their business goals and ensuring alignment with agency OKRs. Own the client relationship and serve as the primary point of contact for matters specific to the portfolio, according to the squad accountabilities map. Take ownership of client issues, escalations, or complaints and escalate to senior leadership when necessary.

Client Experience and Quality Assurance

Ensure the agency provides the highest standards of client experience within the assigned portfolio, and implement process or behavioural changes to improve client satisfaction. Ensure deep knowledge of client industry trends, audience, and business challenges, and share this information with internal teams to enhance work quality. Take ownership of client briefs, ensuring they meet the highest standards and align with client goals.

Strategy and Planning

Work closely with the Strategic Account Director and specialist teams to develop comprehensive digital strategies and quarterly plans. Attend and support immersion sessions, create marketing budget plans, lead performance diagnostic reports, and conduct category and competitor analysis. Orchestrate specialist digital teams to deliver high-quality work that meets client objectives.

Consultation and Value Addition

Maintain strong generalist marketing knowledge, adding value to client conversations through consultative insights. Identify areas of opportunity within the portfolio and manage the sales process to close deals that meet existing business sales targets.

Revenue and Financial Management

Work closely with the Client Services team to fill revenue gaps, identifying opportunities to sell additional services within the assigned portfolio. Negotiate contracts and fees with client stakeholders, ensuring the agency's and clients' goals are met. Take accountability for client-facing materials (e.g., onboarding documentation, performance reports, QBRs, pitch decks), working with teams to ensure timely and high-standard delivery.

Continuous Improvement

Drive continuous improvement of the agency's client experience and commercial success by taking responsibility for internal quarterly initiatives. Report on portfolio performance and share key insights with senior leadership, ensuring alignment with strategic objectives.

KPIs:

Client Retention (Client Revenue Churn %) Client Growth (Sales from portfolio, client referrals) Client Satisfaction (Portfolio NPS, client complaints, client feedback) Client Profitability (profit target across portfolio) Ownership and delivery of assigned CS initiatives or 'rocks' in line with company strategy

Client Satisfaction:

High levels of client satisfaction based on feedback and results Client retention and account growth

Collaboration & Communication:

Quality of communication and collaboration within and across departments Positive feedback from team members and stakeholders

Requirements:

Strong communication and collaboration skills Ability to work in a fast-paced, dynamic environment Understanding of digital marketing trends and best practices A spirit of collaboration - can lead and inspire the team, the wider agency, clients, and other external partners. Shows radical candour, understands when to give praise, motivational feedback and constructive criticism. Has a sense of ownership - unafraid to take charge when necessary, be decisive and then build support for those decisions. Prepared to share credit and shoulder difficulties. Have a mentor mindset - focused on the personal and professional development of the squad, CS and wider agency team to optimise their combined performance. Commercially astute - takes ownership over commercial success of a client for Hallam and Hallam for our clients Be a trusted client advisor - knowledgeable and passionate about client's businesses, and where and how marketing contributes to their success (digital application expertise)

About Hallam

We're not just some self-obsessed agency promising table tennis and unlimited snacks in exchange for your soul. And that's why we'll always show up with something to say, not just something to sell. We share a mission to deliver outstanding work with purpose. We're here to do business in a better way: to work hard to do the right things, not only for our clients but our people and the world around us. Work should exist to make life better and we are a great place to work. Hallam has been chosen by its employees as one of the best places to work, and in the top 40 marketing employers in the UK. You'll join a team of 50 talented digital geeks who love everything from board game nights to agency trips out to a post-work tipple(s).

What's it like working at Hallam?

You'll get to work for a progressive agency that is driven by its people and values, not just profit. We'll provide you with everything you need for your role with us, including the latest Apple equipment (or equivalent) and set you off on your personalised onboarding program where you'll get to know us; your manager, team and the wider departments as well as how we do things around here through our proven operations and processes.

Our Perks:

Unlimited remote and flexible working policy
33 days holiday (25 plus the extra 8 bank holidays to take whenever you want) Option of early finish Fridays Your birthday day off, whenever you choose to celebrate! Bi-annual, seasonal recharge days Other annual leave perks including, quarterly long weekends, additional holidays after longevity of service and the option to buy further holiday days Sabbatical opportunities after 5 years service Enhanced parental and reproductive health policies, supporting every stage of family planning including access to menstrual and menopause leave Enhanced policies to support with leave for medical reasons, caring for dependents, compassionate or bereavement reasons Training, learning and development opportunities, both individual and company-wide A revered employee engagement programme including frequent surveys and retros. Your opportunity to have your voice heard and genuinely make a difference to your place of work 2 days per month of 'Thrive Time'. This is your personal development time you can spend on anything you want. Want to focus on innovation? Volunteer for a charity? Enrol for a qualification? We'll give you the time to do this Regular company and team socials, events and celebrations



Based on our 3 principles: Work from anywhere, Freedom to choose and Cultural Unity. We believe everyone has the right to work from wherever they want. This choice will always lay with the employee and not the employer. We hire the best and trust you to manage and deliver your own work. Whether you are 100% remote, hybrid or come into one of our offices every day, every Hallamer is an equally important part of our culture.

Benefits

We're also proud to offer plenty of employee benefits:



Competitive pension scheme Monthly wellbeing allowance Access to paid for therapy and counselling services Payroll giving opportunities for charitable donations Travel to work schemes and electric vehicle salary sacrifice scheme Know someone who would fit right in at Hallam? We also have a new employee referral incentive




We highly encourage applicants from under-represented ethnic groups and LGBTQ+ communities. Throughout the recruitment process, we will strive to make interviews as diverse and gender-balanced as possible for impartiality. As long as you're qualified, you'll receive equal consideration for employment regardless of race, religion, colour, gender or disability.