Account Manager

Purpose of the Job

The Account Manager will work closely with clients, suppliers and internal contacts to deliver services to our customers professionally, to specification and on time.  The Account Manager will be responsible for delivering exceptional client service through excellent customer service and product delivery.  The Account Manager will develop and maintain a strong relationship with key client stakeholders at all levels and you will propose and deliver all company solutions.  

The Account Manager is required to remain in contact with suppliers and clients and is responsible for taking ownership of the relationship and developing it further.  The Account Manager is required to negotiate costings and timescales for each job, selecting the most appropriate supplier. 

Key Responsibilities

• Provide technical input and advice on print projects as required 
• Take briefs from the client including full specification details and deadline dates and manage from start to finish
• Suggest alternative options and innovation where possible
• Brief suppliers on client requirements 
• Deliver a high level of customer service
• Monitor projects to ensure they are delivered to specification and on time 
• Ensure activity is recorded using the designated company tools 
• Implement new methods and procedures as required 
• Work as a team to help deliver contractual requirements, prepare presentations and complete necessary account admin and reporting
• Ensure invoicing procedures and timings are followed by the production of month end
• Produce weekly forecast and Input into budget planning 
• Produce client facing weekly stock reports with recommendations of replenishments 
• Produce and delivery quarterly client facing meetings packs  
• Able to attend meetings as required
• Work with Senior Account Director to identify new business opportunities 
• Deliver services to meet and exceed contracted SLA’s
• Manage and monitor objectives to meet key business drivers
• Ensure compliance with Regulatory Company and Client policies
• Assist with Client annual audits 
• Measure customer satisfaction and take appropriate action 
• Maintain a full understanding of the broad range of HH Global’s services and work closely with the internal departments to provide the client with services that complement their direct mail/print, where appropriate

Knowledge, Skills + Experience

• Numerate with a strong commercial understanding including VAT application 
• Ability to manage multiple projects simultaneously 
• Strong time management and prioritisation skills
• Able to work under pressure and to tight deadlines, with a good sense of humour
• Has a high level of technical direct mail and print knowledge with detailed understanding of different techniques
• Is professional, courteous and calm under pressure
• Has a project management mind-set
• Process driven, with an eye to sales and business development
• Approachable and confident to offer advice in meetings
• Able to manage and communicate with key client stakeholders to successfully deliver and exceed their expectations
• Knowledge of Microsoft office is preferred but not essential
• Experience in trouble shooting unexpected project issues and implementing preventative measures is preferred
• Experience in a client facing role is essential
• Experience in liaising directly with clients and advising print is preferred
• Experience of financial services with an awareness of direct mail activity
• Account management experience, working within a contracted environment to strict SLAs (service level agreements) and KPIs (key performance indicators)
• Previous experience working in print/ print management/ print buying/ marketing print procurement essential