Digital Senior Account Manager
Location: GB, LND, London
Department: Client Services
Employment type: Full-time
Required experience: Director
Industry: Automotive
Function: Marketing
Company profile: Working in over 60 countries and 30 languages, Autotorq is one of the world’s leading digital automotive agencies.We work with car manufacturers and their dealers, helping them to attract, convert and retain customers through the digital channel, thereby increasing their efficiency and profitability.We have a proven track record working with clients on a global scale. Our accumulated industry knowledge on regional, national, pan-European and global levels, informs all aspects of our product and service offering, benefiting every one of our clients, from dealers to manufacturers.Our key clients include leading automotive manufacturersCustomers are at the heart of our business. Our passion for building meaningful relationships with all our dealer customers underpins everything that we do, driving the thinking, capability and innovation we consistently take to all our clients.The company is positioned for continuing growth during the year ahead. In preparation for this we are looking to expand our client account team, so this is a great time to be joining the company as it enters a new era
Description: Role SummaryAutotorq is looking for a self-motivated and highly proactive Senior Account Manager to join this exciting and dynamic business, managing the day-to-day relationship with one of our key global clients and bringing digital expertise as well as thought leadership to continuously develop and grow that relationship.Your primary responsibility will be to become the key point of contact for the client centrally and key stakeholders globally on all matters relating to the daily running of the account. The strong relationships you will develop will naturally provide the foundation and understanding from which you will help to develop and grow this account.Supported by the Account Managers, Project Managers and Customer Support Team you will be fully accountable for ensuring that we consistently deliver a service which exceeds client expectations and effectively responds to the client’s requirements on a day-to-day basis.Your role will necessarily include occasional but regular travel to meet with clients.Key Responsibilities:To ensure we deliver a first-class customer experience to your clients and maintain consistently high levels of customer satisfaction, including:Manage all aspects of your client accounts being fully accountable for every aspect from support, through delivery to sales and growth.Become the key point of contact for each of your client accounts, driving growth and the agenda for meetings and resolving any issues that may arise.Engage with our clients and customers at every opportunity to understand the challenges they face, both in using our products or services and within the wider context of their business. Feed this information back internally to the management team.Identify opportunities to sell additional products and services to existing clients at manufacturer and dealer level. Liaise with the management team to devise an appropriate approach then ensure that this is followed through to completion with regular reporting on progress.Work closely with our team’s Customer Support Advisors to ensure that regular outbound calls are made to all your client’s dealer website customers. Drive the agenda for these calls so that, in addition to providing advice and support, they also link to and support other marketing initiatives taking place here and at the client.Support the team’s Customer Support Advisors by responding to incoming first-line support queries when needed and resolving more complex support queries.Review and analyse the performance of each customer’s website, together with their support history, to ensure that we are targeting them with appropriate support in line with our ‘3-speed approach’.Oversee collation of the monthly (and ad-hoc) metrics and reports for your clients ensuring they effectively demonstrate how the various dealer and manufacturer accounts are performing. Provide insights keeping the client informed of progress against agreed goals and helping them understand the potential opportunities.For customers that have purchased additional services, interpret the regular metrics and reports then communicate the latest findings to the dealer. Focus will be on areas that require attention and guiding them towards additional services or products that could enhance their profitability and efficiency.Promptly and accurately record details of each contact with clients and customers, through contact reports and our SAP database, to ensure a comprehensive customer history is maintained for each dealer and relevant data is available for trend analyses.Manage customer satisfaction surveys and work with the contracts department to ensure all customer contract information is accurately recorded.Conduct conference calls and attend meetings, with both dealers and manufacturers, accompanied by senior or specialist colleagues as appropriate.Deliver training to dealers on our full range of products and services, remotely (via online meetings), face-to-face or via workshops.In all customer contact demonstrate our digital marketing expertise, sharing knowledge and insights, and advising clients on additional services and products which will further support their business and drive sales. 
Requirements: Key Skills/Experience:Digital marketing experience essential ideally gained through design and build experience in a digital marketing agency environment.Automotive experience is not essential but an interest in cars would be advantageous, as is an understanding of the retail sector. Proven report writing and analytical skills are essential, as is the ability to interpret reports and metrics in order to maximise every business opportunity.Ability to plan and prioritise personal activities in line with targets and team objectives, working to strict deadlines.Excellent communication skills, commercial aptitude, diplomacy and administrative skills are essentialStrong skills in Microsoft Office (Word, PowerPoint and Excel skills, along with Outlook) are essential, whilst experience of SAP is desirable.Fluency in English, spoken and written, is essential. The ideal candidate must:Be highly organised, proactive and a natural forward thinker.Possess a strong client-facing presence along with the ability to network and present compelling sales pitches.Be confident, articulate, self-motivated and driven with the ability to work on own initiative as well as being an excellent presenter and strong negotiator.Able to develop and maintain good relationships with all clients internally and externally.Be analytical with a strong attention to detail.Have the ability to work well independently and also as part of a team, work under pressure, multi-task and meet deadlines, as well as being flexible in their approach to all situations.Have a healthy fascination for the internet and how businesses and consumers use it, as well as a desire to keep learning about the latest industry developments in areas such as Search Engine Optimisation, social media and customer relationship management.Possesses a thorough understanding of recent developments within the industry.
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