Description:
This is a senior-level role responsible for overseeing client relationships across accounts, managing account teams, and ensuring the delivery of high-quality services to our clients. This person will have the experience and ability to run the day-to-day operations.
We are looking for this person to live our STORY values. They are fearless, relentless, honest and united with the wider team in building an agency we are all proud to be part of.
They will play a pivotal role in maintaining and growing client accounts while ensuring client satisfaction.
WHAT WE ARE LOOKING FOR?
Non negotiable
- A hunger, ambition and drive to tell stories that really matter and connect people
- Ten years plus in comms and PR – ideally with a recent background in agency and its management
- Leads from front - Willing to get stuck in at all levels - from managing account portfolios and budgets to writing press releases and selling in.
- Strong judgement - with media situations and clients, people and opportunities
Client trust, counsel and management
- Ability to develop and nurture strong relationships with our key clients, serving as their primary and trusted point of contact. Your pride yourself on gold standard proven client service – clients love and trust you to deliver 100%. You are their go-to
- Strong track record and expertise in providing accurate and well thought out client counsel, including ability to advise and manage issues/crisis comms situations
- Can demonstrate strong judgement in media and client scenarios, devising strategies to maximise reputation
- Oversee multiple client accounts, ensuring that their needs and expectations are met or exceeded - spot and solve problems, deliver needed results, wow with creativity and credible counsel
- Act as a liaison between the client and internal teams, facilitating effective communication and understanding of client requirements.
Deliver results
- Supervise the execution of projects, campaigns, or services to ensure they align with client goals and expectations.
- Strong network of national media contacts as well as the Midlands and beyond business community. Business, legal and housing/property media contacts are a bonus
- Ability to deliver media coverage, and other results, for clients when needed
- Quality check: Ensure the delivery of high-quality services to clients. The STORY standard is something we are proud of
- Ability to use and manage Customer Relationship Management (CRM) Software
- Knowledge and experience using tools like Asana, Trello, or Monday.com for managing project timelines, tasks, and collaboration with internal teams.
- To manage budgets, financial reports, and invoicing. Examples include Xero.
Team and people
- Ability to train and support junior team members virtually and in-person, helping them to develop and reach their own potential
- News sense and the ability to find and tell a client story in ways that connect with the news cycle - and crucially train your team to do the same
- Line management experience and the ability to develop, coach and motivate a team
- Strong leadership, team management, and interpersonal skills are crucial for effectively leading account teams and maintaining client relationships.
New business
- Identify opportunities for upselling or cross-selling services to existing clients and participate in business development activities to acquire new clients
- Actively nurture and build agency’s network to boost new business opportunities
- Ability to find, lead and pitch for new business opportunities