Purpose of the role
The Digital Account Manager manages the client needs of the digital team following a thorough project management methodology (analysis – proposal – implementation – reporting) and ensures the client is kept fully up to date with critical activity on the account. In addition they take an active role in developing that relationship by identifying and selling additional services. The role requires the ability to handle a number of projects at any one time as well as being able to respond quickly to client and team requests. The Digital Account Manager is able to understand the requirements and objectives of the team, is proactive and supports the team at all times.
Key responsibilities and tasks
Client Management: Maintains a consultative relationship with the client, acting as the key contact for all marketing and communications services
Assists the team with the management of client accounts and projects
Offers thoughtful advice and recommendations to clients and team regarding digital tactics and online opportunities
Works closely with the client to regularly review account performance, identifying and communicating opportunities for additional PR, marketing and digital services; including paid activity and creative
Supports relationships with clients, establishing self and LEWIS as an invaluable longterm partner for digital communications services
Responsible for maintaining excellent client communication; defining deadlines and service agreements whilst ensuring these are met consistently by the team
Participates in the business development process by supporting with pitch preparation and research
Assists with pricing and selling projects
Maximises opportunities and outreach to external brands, as well as existing and past contacts, to build new business leads
Digital / Social media
Takes part in the analysis of customer communication needs to establish specific digital actions and objective KPIs.
Intensively monitors the implementation of customer communication actions in the selected digital environments. Worries about fulfilling timings according to the defined strategy.
Works with the creative content, graphic or development team with the aim of obtaining integrated campaigns and value proposals for current and potential clients. It is responsible of supporting and supplying the team with the client material necessary for the proper development of the campaigns.
Performs timely and updated monitoring of the metrics obtained in the campaign performance. Reports any eventuality and establishes a first layer of analysis.
Is responsible for reporting in time to the client all the actions performed, knowing and understanding the metrics obtained and knowing how to contextualize them.
Ensures that the quality objectives established by TEAM LEWIS are met in any deliverable to the customer and ensure that this material meets the customer's needs.
Team working and development
Ensures personal and deliverable client objectives are met on an on-going basis
Accurately reports activity levels and regularly completes timesheets to ensure correct allocation of client duties
Escalates general new business requests to appropriate team members
Works closely with line manager to maximise own strengths, improve weaknesses and support individual and team career development
Sets individual objectives on a daily, weekly, monthly and quarterly basis
Line manages junior account team members, including coaching, supervision and assessment
Regularly attends TEAM LEWIS training sessions and daily press briefings to enhance skills and develop knowledge
Reporting and analysis
Ensures that all activity and results are reported back to the client, providing insight and analysis across all aspects of the account
Communicates account performance internally at account reviews and provides strategic advice to the client based on measurable analytics
Monitors and reports back on account KPIs and ensures accurate reporting by junior team members
Provides reports to the senior management team on request
About You
Minimum 4 years of digital experience, ideally in an agency environment
Strong understanding of the digital / social industry and related platforms
A persuasive and convincing writing style
Ability to interact confidently with clients at a senior level
Ability to troubleshoot team and client problem areas – and suggest a remedial course of action
Creative thinking and an open minded approach
Excellent time management skills
Proven competency in managing a varied workload
Advanced level of Spanish and English
TEAM Lewis is an equal opportunity employer. We are committed to creating and fostering an environment focused on equality, empowerment and respect. We strive to create an inclusive workplace that supports and celebrates our diversity.
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