Client Lead - Travel, B2B, B2C, Business travel and lifestyle

Home Team Business Objectives

1.     To deliver the BEST results for our clients and our business by creating award winning, commercially savvy and creatively brilliant comms solutions for clients and potential clients.

2.     To deliver the BEST business results, within the commercial framework of your team, for our agency.

3.     Work as a team to reflect the agencies’ values in your day-to-day service and interactions, and to always strive to do the best work you can 

4.     Contribute to the whole agency’s commercial and reputational success

5.     Build the BEST client portfolio in your sectors to meet our three-year commercial plan and shared team ambition to be the BEST agency 

6.     Become a team that is recognised as being THE best with highly talented, sector expert communications advisors who leading brands and business owners want to work with

7.     Deliver a profitable portfolio of client business

Client Lead

1.     Takes responsibility to support and deliver your home team’s BEST business objectives with a focus on supporting the execution of the client contract plans

2.     Supports the full client team to deliver client work, results and objective of the contract nurturing positive relationships with those around you 

3.     Is aware of all the key commercials associated with the client account

4.     Supports the business management and leadership to run and create a BEST practice client account and is central to all areas of the client’s business actively promoting the agencies’ values, upholding the business processes and driving efficiency and results for the team and client

5.     Carries out specific business, team and client duties agreed QUARTERLY and as part of your job spec

6.     Works across all aspects of communications activity for our client business 

7.     Uses BEST PR & Comms skills to create award winning client campaigns, programmes & plans using relevant comms channels and tactics to deliver the client commercial objectives and the agencies KPIs

8.     Is up to date on all relevant client, sector and comms industry news to support the development of BEST plans, work and results Leads the team and takes active responsibility for campaign and activity plan activation and results, ensuring that reporting takes place on time and in a meaningful manner  

9.     Manages the day-to-day campaign delivery, client relationship and resources associated with the contract

10.  Briefs, coaches, and drives team utilisation and development to hit client and company measurement KPI’S

11.  Delegates and manages up and down to deliver best work and best client and business results, always learning from those around you 

12.  Keeps a keen eye on the campaign results and commercials of the client account

13.  Drives and meets contract KPI’S, expected result and measurement metrics for each client

14.  Delivers results in an effective and efficient way, meeting the commercial and time KPI’s set by Home Team Director and Company board

15.  Uses full skills of team and agency to grow opportunities and relationships between the agency and client organisation

16.  Organises resource to deliver easy administrative support for client projects where relevant 

17.  Leads the day-to-day team on building and deepening positive relationships at every level and across all interactions for the business, team and client

18.  Understands and represent the agency and our values positively

19.  Working across creative content development, social media and traditional PR channels

20.  Supporting the team to develop a portfolio for enviable clients and delivering award winning communications solutions for our client 

21.  Support the broader business in achieving its business objectives and plans

22.  The Client Lead Role is a critical role at the agency.  It sits central to the success of both the senior and the junior teams and is formative and influential in how the business and team develops/succeeds

23.  A key position of responsibility and growth, with heaps of opportunity to fast track and to develop a portfolio and team within the Home Teams space.

24.  There are significant expectations and learning and development opportunities built into the Client Lead role 

25.  This is an ideal role for future leaders at the agency.  It’s also a hugely important role for those embracing efficiency, best practice, cost and innovation and drive to support their own development by supporting the team and business in its growth plan.

26.  Practitioners who want to learn from the best and develop their skills working in a positive, inclusive, nurturing and ambitious environment

27.  This role offers breadth and scale in its potential within the agencies’ growing team, business and client portfolio

Specific/Ideal Skills, aptitudes and characteristics 

SKILLS – Essential

·       Sector & Client Expert - Develop proficient understanding of the client sector you work in, its media and digital communities 

·       Understands the key client’s business, their audiences, and important channels for comms

·       Deliver support across the team to enable the team to drive activity forward and create award winning client results

·       Client & Customer Relationships - Working with people – strong interpersonal and ‘people’ skills across the agency team at all levels, clients and our stakeholders and relationship building skills are critical in agency life 

·       Strong People & Communications Skills - developing trusted relationships across the business, team and with clients Relationship deepener with clients

·       Team cheerleader and conductor, always looking for ways to provide learning opportunities to your colleagues and to expand your own skill set drawing on the expertise of those around you 

·       Develop and nurture a strong network of useful contacts to support yours and the team’s success objectives

·       Developing a winning team with an inbuilt succession plan to enable you, the team, the business and people to continue to grow and develop should you move to another area of the business or be absent from the business for any significant period

·       Comms Know How – good command of English language and widely used creative design platforms

·       Take an interest in media, communications, and marketing profession 

·       Understanding established and new channels of communications

·       Interested and engaged in emerging and new comms approaches and strategies = especially digital

·       Organisational, project management and administrative skills to support client work and reporting

·       Time management

·       High quality of work

·       Results focused

·       Excellent communications skills – spoken, written, visual & other

·       Creativity – demonstrates creativity in all its forms thinking, designing, problem solving

·       Self- starting and self-management – working remotely and as part of a hybrid requires an ability to remain focused on driving work forward, managing time and 

·       Critical thinking, problem-solving, 

·       Reasoning, ideation including making recommendations for where any of our activity can be improved and enhanced  

·       Tech Capable - Fluency in Office 365 and associated programmes – specifically Word, Powerpoint, Excel, HubSpot, Social channels, Facebook Workplace 

·       Willing to train in new digital tech enabled platforms

·       Coding, ability to understand measurement & evaluation metrics 

SKILLS & MINDSET - Desired

·       Resilience and flexibility – able to work through constant change and high pressure at fast pace including keeping those junior to you steady and focused on the priority tasks in hand 

·       Active learning, technology design & programming

·       Excellent research skills – able to find valuable and relevant information and data, apply it to client challenges and solutions, assimilate information to pull out trends and impacts 

·       Growth mindset

·       Remain proactive and engaged in your work and teams’ clients and the wider sectors they operate in

·       Creative and challenging – prepared to think in new ways and explore new ideas and approaches 

·       Highly ambitious – for career growth, the best results and the agencies’ collective success

Specific Client Responsibilities

·       Scenic & Emerald 

·       ATPI – Business Travel

·       PACE Dimensions –

Client Team Commercials

·       Working in to a Board Director, this role has the scope to learn and progress fast and would suite an ambitious SEA/AM looking for fast track development

Targeting:

·       Eighty percent of your time to be externally facing and supporting client activity plans and building positive relationships on behalf of the agency

·       Twenty percent of your time will be allocated internally to the agencies’ work, admin and supporting the business and your home team to meet their objectives and targets

·       There are 7 billable hours in the day – 1.5 hrs off for breaks etc.

Importance of your contribution

Every role at at our agency is important. We want you to bring your best self to work and are committed to making your experience at our agency a positive one.

Our duty of care is sincere, and we want for everyone at our agency to succeed – no matter how senior or junior, long or short your time with us is.

Our focus is to support you relating to your skills and ability to perform to our collective BEST standards and to meet the requirements of your role within the framework of business/ sector team.

We encourage you to…

·       Uphold and work to demonstrate the agencies’ values in all we do

·       Be collegiate, inclusive and supportive by nature, and embrace the differences in our team 

·       Proactive in our duty of care to the planet as well as nature and our people. Supporting our drive for B Corp Accreditation, UN Global Compact and other important initiatives and organisations that we support

·       Embrace change and drive a consistent respect and understanding for the need to create the right environment, role framework and support structure for our people. Everyone is different in makeup and motivation

And to support our drive for commercial success which fuels everything we do Every team is the sum of its parts (no I in TEAM), and every role within the business plays an important contribution in our organisation’s success.