Client Performance Account Director NEW

Manchester, Lancashire
Impression Digital Limited
Impression Digital

Impression is a multi-award winning, high growth digital marketing agency based in Nottingham, London and Manchester.

We are Digital Growth Specialists helping ambitious global brands push boundaries. We define and deliver integrated digital strategies that transform our clients from market players to market leaders. As we embark on another year of accelerated growth we’re looking for a Client Performance Account Director to help us lead the charge.

Our agency wouldn’t be what it is today without our incredible people. Our diverse team encompasses expertise across the digital landscape which enables us to accelerate change and results, driving business growth faster. Our collaborative, creative and inclusive culture helps build our reputation as a leading digital employer and we are committed to nurturing and developing people to their full potential.

Recognising that we are a part of something much bigger, we’re on a mission to use business as a force for good. We’re actively committed to creating a positive impact for our people, planet and community.

Job Summary At Impression, Account Directors are responsible for growing our clients’ businesses by matching incisive strategy with the plan to deliver it. That requires strategic smarts, a detailed knowledge of media and media strategy and the ability to build transformative partnerships with clients.

You will form part of the leadership structure of our Client Teams, tasked with delivery against commercial objectives and leading strategic thinking and innovation for your clients.

You will support the Client Partners for some of Impression’s largest and most complex accounts. You will drive our client’s business growth through gaining a deep understanding of their business needs and work in partnership with the delivery teams to ensure their KPIs are met.

In addition to your direct portfolio responsibilities, you will be given direct responsibilities for owning clients across the business’s portfolio. Liaising with the wider business to help ensure the same level of expert service is given to these accounts.

You will directly contribute to the growth of Impression by achieving high client satisfaction scores, facilitating client contract renewals and orchestrating channel growth for your clients. To achieve this, you will be a trusted advisor to each client stakeholder and hold a complete understanding of their overall business and marketing objectives. You will have a very strong working knowledge of the search marketing landscape and you will understand who to bring into the conversation at what stage. You are the internal champion for your clients, and you will strive to ensure that they get the most value from Impression. You balance this through taking accountability of the accounts profitability, and ensuring Impression meets over and under-delivery targets.

Responsibilities Client Retention & Growth

• Work closely with senior client stakeholders to identify and solve key marketing challenges, as well as internal collaboration with other teams at Impression to produce strategy with broad buy-in and media plans.
• Steer Impressions relationships with key clients and build a deep understanding of the commercial drivers of their business. Work with other team members to mark senior client stakeholders.
• Be responsible for every stage of the campaign planning process: interpreting a client’s objectives, creating measurement frameworks, writing an incisive strategy, building testing methodologies and diagnosing performance.
• Lead on annual planning for key clients: set strategic direction for the year ahead, socialise it amongst Impression teams and client stakeholders and build the plan for putting it into action.
• Lead on all cross-channel media strategy, ensuring that investment decisions made on behalf of clients are rigorously informed by all the available data. Collaborate – and provide direction to – the activation teams, ensuring all plans are complete, accurate and innovative.
• Responsible for audience, market and competitor intelligence projects, ensuring that work is insightful and actionable.
• Deliver complex marketing problem-solving; turning solutions into strategies to present back to clients.
• Contribute to your Team’s understanding of a client’s category, brand and audience. Create repeatable and distinctive ways to share that information with the wider Impression team and ensure that the way we present is always as client-centric as possible.

Commercial & KPIs

• Drive revenue for Impression through existing account growth and contribution to business development.
• Act as an important contributor for pitches: work with Client Partners on setting the pitch strategy, determining the narrative and creating a framework for other contributors to use.
• Ensure all client work is delivered according to the budget.
• Build strategic relationships with senior stakeholders, acting as counsel for key decisions about marketing investment.
• Drive client-centric solutions that exceed expectations and deliver tangible business value.

High-Performing Culture, Team Collaboration and Inclusion

• Manage a client team within a client pod. Ensure all client work delivered to clients is of the highest quality and market-leading.
• Contribute to a culture of continuous development within the client team, and help to advance our product and offer to clients.
• Give feedback on requirements for training, working with Client Partners to ensure availability of required resources.
• Represent Impression at industry events, public speaking and thought leadership.
• Be a champion of Impression’s values and culture, fostering a positive and inclusive work environment.
• Represent Impression with integrity and professionalism, both internally and externally.
• Competently manage your client portfolio.
• Have a solid understanding of the digital services we offer in order to confidently be able to discuss activity and opportunities with clients.
• Confidently talk clients through growth opportunities that could benefit their business and increase retainer value for Impression.
• Recognising where process is lacking or need improving and raising to your line manager, contributing to the creation of new processes where required.
• Be able to pull client insights and tangible data points, which helps articulate clients performance.
• Support on the management of Impression’s most complex and high-value accounts, with little additional support required.
• Fully understand and follow Impression / CP processes and support the department by undertaking process work (updating/creating/rolling out processes).
• Confidently act as a first point of escalation for your team on client and work challenges, and consistently support problem-solving and resolution.

Skills

• Full funnel marketing knowledge a must
• Hands on experience analysing data and spotting opportunities in a range of platforms, including:
  • GA4 (essential)
  • Google Search Console (essential)
  • Google Ads
  • Google CM360 and DV360
• Exceptional interpersonal skills in order to quickly build solid relationships with clients and internal teams.
• A positive and creative thinker, with a passion for all things digital.
• Ability to lead and inspire others, internally and externally.
• Exceptional attention to detail and pride in any work produced.
• Open, honest and direct, is comfortable in giving and receiving constructive feedback.
• Lives and breathes Impression values.
• Ability to work in a fast paced, dynamic environment on multiple priorities simultaneously, prioritising and coping well under pressure and with competing demands.
• A desire to learn new skills.
• Ability to think and act independently as well as collaboratively.
• Staying calm under pressure and demonstrating empathy and understanding to help clients who may be frustrated.
• Adopts a range of influencing and negotiation styles to deal with objections/challenges internally and externally.

Not ticking all the boxes?

Don’t worry, here at Impression we promote a culture of learning and development so we’ll help you out! There is research to suggest that women and people of colour are less likely to apply for roles in which they don’t meet 100% of the requirements but at Impression we want to ensure everyone is encouraged to apply with us. Equity, diversity and inclusion are integral to Impression’s recruitment process and we are committed to ensuring your experience with us is equal, fair and non-discriminatory.

Salary from £46,600 – £50,900 depending on experience (+£6k London Weighting if you live in the Greater London area) Please note, this role is a hybrid role, in line with our flexible working policy. We look to hire candidates who are no more than a 90 minute journey away from our office locations to ensure your personal time is protected and that you’re able to travel into the office when necessary.

What makes us different

We are proud to be listed on the “Flexa 100” Most Flexible Companies to work for and to be officially recognised as a Great Place to Work . Join us on our high-growth journey and be part of a culture that prioritises your health, wellbeing and personal development.

Alongside our amazing culture, here’s what else makes us standout as a great employer:
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