Serve as a primary point of contact for clients on your allocated projects, fostering strong client relationships by delivering excellent customer service and ensuring client satisfaction and managing expectations at all times
Proactively communicate project updates to clients and internal stakeholders, providing regular status reports and conducting meetings to ensure everyone remains aligned
Deal with any client issues by working with the creative team to promptly provide solutions and communicate them with clients
Take an active role in sprint planning and daily scrums to ensure allocated tasks are delivered within agreed time, with a focus on efficient delivery and meeting agreed priorities
Develop project plans, including task breakdowns, resource allocation, and dependencies and ensure accurate input onto the project management system
Track project progress, identify potential risks, and work proactively with the creative team to address any issues that may impact timelines or deliverables
Ensure all updates and project documentation, such as project briefs, creative briefs, and project files, are up to date and easily accessible
Monitoring project hours to ensure anticipated hours are achieved and raising flags in advance with projects likely to exceed agreed hours directly with the Account Manager
Assessing client requests during the project lifecycle to ensure any which are deemed out of scope are properly costed and raised with the client to keep project hours on track
Organising internal and external client meetings and taking an active part in facilitating kick off meetings ensuring all stakeholders are aligned
Creating documents such as training manuals and delivering training sessions for clients
Ensure all client tickets raised for project amendments are prioritised and allocated for completion prior to a project going live, and/or during the warranty period
Coordinate content input for allocated projects
Liaise with the Administrator to ensure all invoices are raised when required.
Key Accountabilities:
SLA delivery for support
Projects are delivered on time, profitable and meet the performance standards
Competencies and Attitude:
An eye for detail
Systematic
Methodical
Ability to communicate at a high level both verbally and in writing
Have an assertive, persuasive but courteous approach with clients and internal teams
An influencer, who can identify, manage and solve conflict
A commitment to providing outstanding customer service
Be capable of remaining calm under pressure and dealing with conflicting priorities
A technical understanding of the creative and digital marketing arena
Qualifications and Training:
Previous experience of organising and delivering project tasks / coordination
Good understanding of marketing
Experience:
Essential -
Proactive problem solving
identifying issues and trends
Desirable -
Experience in agile project process
Working in a marketing agency
Benefits:
Ambitions, curious and supportive working culture
Training, development, and progression opportunities
Exposure to a large scope of work within creative marketing