Integrated Account Manager

As a global marketing experience company, Quad’s goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We’ve built a rich legacy by believing in our people, allowing them to act like owners and to take charge of their own success. Whether an operator, sales rep, a graphic artist or a clinician, we’re all driven to perform at our best— for ourselves and our clients. At our core, we’re a company that believes we can always create a better way.

GENERAL PURPOSE OF JOB

The Manager Client Services is a perpetually Client-facing role while also managing and leading Supervisors, Sr. Project Managers, Project Managers, and/or teams in day-to-day service of the Client. The Manager Client Services is a seasoned strategic marketer, experienced in maintaining positive client relations, and has accountability for ensuring work performed is accurate and timely.

KEY RESPONSIBILITIES

• Lead a Client Services team to know and understand omni-channel marketing strategy concepts and how to navigate resources throughout the organization.
• Develop strategic account planning presentations for prospective and existing clients including QBRs, RFPs, and proposals.
• Work with resource teams for accurate service details and costs; should have a firm understanding of and interest in the media landscape and what earns people’s attention
• Strong understanding of social media platforms, their functionality and ability to use these platforms to leverage opportunities for clients and the agency
• Plan multiple channel projects from beginning to end, understanding the content and what makes them successful.
• Write project and creative briefs and effectively communicate to teams; should have an eye for detail, creative flair and experience using key communications tactics.
• Assist with the development of estimates for new projects within establishing pricing guidelines.
• Ensure Client Services team provides thorough client input to the respective internal resource teams.
• Ensure staff adheres to established processes and procedures to insure timely and accurate delivery of Client’s services.
• Evaluate and monitor the quality and performance of all services provided to the Client(s) by Quad.
• Track and ensure account profitability.
• Take a proactive role to improve workflow process and job profitability.
• Ensure client is satisfied with performance of our Client Services Team and level of service.
• Build and maintain client relationships with mid-level and even senior-level management.
• Develop long-term client partnerships that results in a mutually beneficial, growth-oriented business and working relationship.
• Keep management informed regularly of events/issues that could impact client relationship.
• Suggest opportunities to Director Client Services and educate the client on Quad’s services – directly or through the Client Services team.
• Work with the Client Services leadership to think strategically and tactically to meet client needs, to improve current services or to deliver new services.
• Assist with developing marketing objectives, strategies and execution for current services, or prospective services that may be offered to the Client in the future, consistent with Quad’s approved processes.
• Good knowledge of the production process from pre-production, shoot and post-production
• Manage account staffing, time reports, and other operational procedures. Additionally, ensure all account records and activity are completed within guidelines, policy and procedures.
• Management responsibilities include: interviewing, hiring and training employees; planning, assigning and directing work; evaluating work quality, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Work with the Director Client Services to recommend training, education and professional growth for Client team members.

JOB REQUIREMENTS

Appropriate education and/or experience may be substituted on an equivalent basis

Education: Bachelor’s degree in advertising, communication, marketing or related field required.

Experience: Minimum 6 years of experience including: retail marketing, corporate marketing department and advertising agency.  At least 2 years of management experience required.

Knowledge, Skills & Abilities:  

• Ability to inform, educate and influence staff to support goals and objectives.
• Ability to work with a team to think strategically and act tactically in order to align Quad’s services with customer needs.
• Understanding of marketing strategy, creative, copy writing, photography/videography, print production, paid traditional and digital media, organic social media, email marketing, search engine optimization, website development, campaign analytics and reporting, and market research.
• Knowledge of customer services, sales, retail structure, operations, account service/sales management, best practices and proven ability to communicate and implement.
• Ability to manage and develop staff in a highly interactive team environment.
• Ability to respond quickly and effectively to clients’ needs and issues.
• Strong written and verbal communication and interpersonal skills.
• Ability to understand and communicate complex concepts/business issues verbally and in writing to clients, associates and management.
• Ability to relate to and develop relationships with Client’s management.
• Ability to understand and manage the execution of tasks to achieve Client’s marketing goals.
• Ability to achieve a spirit of teamwork and cooperation within the Client Service team.
• Ability to handle many issues, items and functions at one time and deal rapidly with multiple items in prioritized sequence.
• Ability to set and prioritize goals and achieve them as scheduled.
• Demonstrate flexibility to adjust to rapidly changing requirements and schedules.
• Demonstrate an analytical approach to problem solving.
• Demonstrate the ability to act on own initiative.
• Demonstrate the ability and willingness to discipline reporting employees when appropriate.
• Ability and willingness to take direction from superiors.
• Ability and willingness to seek suggestions from peers and employees.
• Ability and willingness to show leadership by consistent example.
• Ability and willingness to build and maintain positive relationships quickly.
• Demonstrate willingness to work together with peers and other Quad departments to improve quality and performance.
• Experience with MS Word, MS Excel, MS PowerPoint and Outlook.
• Travel as required, temporary assignments (out-of-town).
• Basic understanding of remote conductivity to communicate with Quad headquarters.

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