Account Manager, Singapore

https://careers.toaster.co/jobs/0gdK1yEwAzau/account-manager

The role

As part of the Client Management team, you play a central role in the business and are pivotal to the smooth running of your account(s). You will be responsible for managing projects from brief to final delivery in collaboration with other departments. You will be client focused and require good communication, organisation and time management skills to manage your clients and internal departments, while always focusing on quality, process and profitability.

Responsibilities

Client Management:

  • Immerse yourself in the client's brand and offering.
  • Set and manage client expectations, deliverables and timeframes.
  • Ensure clients understand agreed workflows and manage them through the process.
  • Identify training requirements and opportunities for clients to ensure their adherence to processes and improve workflow.
  • Escalate all serious client issues to your line manager immediately and recommend solutions wherever possible.
  • Identify areas for improvement of existing workflow and processes which could benefit Toaster and/or the client.
  • Build strong day to day relationships with all clients and agency stakeholders - communication is key.
  • Demonstrate ability to write, prepare and present documents/ briefs, presentations and reports that are tailored to each clients, style, preference, knowledge and experience.
  • Coordinate monthly operational review meetings with the client or as agreed with the client.
  • Provide weekly status reports to clients (or at intervals pre-agreed with the client), accompanied by a meeting or call as per client needs.
  • Provide agendas and detailed contact report following all client meetings (face to face and phone calls).

Project Management:

  • Consistently deliver against all contractual obligations including SLAs and KPIs.
  • Ensure clear division of responsibility for appropriate files at each stage of the project.
  • Manage all client projects from brief through to delivery ensuring final materials are on time and of the highest quality.
  • Where project managers/producers are involved, take responsibility for ongoing communication, tracking project progress and status vs. schedule, timings, delays etc.
  • Manage, monitor and update all timelines and set realistic expectations with clients.
  • Monitor internal workflows, identify areas for improvement and make recommendations.
  • Follow agreed workflows and utilise relevant project management tools.
  • Check all materials/deliverables and ensure quality control procedures have been followed before sending to clients.
  • Liaise with media agencies/suppliers to obtain schedules, technical specifications and copy dates, alert any delays.
  • Collate any information needed for input to client reports and presentations.
  • Ensure that trackers are updated at all times.

Quality Control:

  • Act as a brand/QC guardian - always ensure brand guidelines and QC checklists and procedures are followed.
  • Ensure all parties are aware of brand and QC guidelines, ensure internal summaries are developed and distributed if necessary.
  • Highlight and escalate quality control issues.

Financial:

  • Ensure full compliance with all financial procedures and policies.
  • Assist with financial reporting and smooth running of the finance function.
  • Prepare accurate cost estimates based on contracted rates and ensure all estimates are approved by Line Managers.
  • Contribute to budgeting and forecasting process.
  • Review and negotiate vendor rates on an ongoing basis to ensure optimal profitability.
  • Help develop initiatives to maximise profitability.

Resource Management:

  • Work closely with all key deliverable teams (Client Servicing, Creative and Tech) in ensuring work flows efficiently through the agency from the initial brief to delivery.
  • Coordinate with the global resourcing team to ensure all resources are effectively and creatively deployed across the agency.

Internal:

  • Demonstrate a thorough understanding of the Toaster’s business model, services and technology.
  • Demonstrate an understanding of the internal organisational structure - who to go to for all eventualities.
  • Ensure optimum productivity levels are achieved and team morale is high.
  • Identify and escalate when resource can be utilised by other teams.
  • Ensure timesheets are submitted and completed on time and allocated to the correct accounts.

Requirements

  • Bachelor’s degree or equivalent
  • 3-5 years experience managing international clients in multiple markets with multiple stakeholders desirable
  • This role involves working with English speaking clients - professional proficiency in English is essential
  • Experience working with global tech clients
  • Experience of budgeting and forecasting
  • Strong time management/prioritisation skills
  • Capable of managing projects independently
  • Confident communicator to both internal and external stakeholders
  • Strong numeracy skills
  • Strong IT literacy, including experience working professionally with all Google platforms such as docs, sheets and slides

The Agency

Toaster is an award-winning creative agency, born in London but now spanning across the globe with offices also in Singapore, Delhi and San Francisco. For over 10 years we’ve collaborated with some of the biggest brands, including Google, Samsung and YouTube.