Reporting to: Client Experience Manager

Main Purpose of Role

As a Senior Account Manager, you will play a pivotal role in managing and developing client relationships, acting as a reliable and knowledgeable point of contact. You’ll use your industry expertise to understand client needs, provide strategic advice, and deliver tailored solutions that add real value. Success in this role requires a client-first mind-set, a proactive approach, and a commitment to achieving the best possible outcomes for every project.

Role Description

In this role, you will be responsible for managing all aspects of client requirements, working closely with both your own portfolio of clients and internal teams to deliver high-quality service and results. You will need to confidently liaise with clients, take detailed briefs, and accurately communicate those briefs to the relevant departments. A solid understanding of Transactional communications is required, and knowledge of digital transformation processes would be highly beneficial.

• Working closely with clients on a day to basis, taking ownership and accountability to ensure allocated accounts are managed to the highest levels of customer service and standards are consistently achieved.
• Identify opportunities for additional revenue and improved margins.
• Have a solid understanding of your client supporting them with their roadmap to success.
• Facilitating client service review meetings providing an update on performance, sharing and capturing insight.
• Manage customer jobs through the business, providing accurate and timely forecasting and job instructions to all departments, agreeing schedules and monitoring job progress.
• Track customers spend, hi-light trends and address anomalies.
• Input to customer account plans.
• Ensure effective stock management and replenishment for allocated accounts.
• To fully understand and adhere to customer specific SLAs.
• Timely and accurate completion of billing.
• Assist is resolution of any overdue payments, where appropriate, and in a timely fashion.
• Support the Account Director in the generation of customer MI reports.
• Responsible for ensuring that client issues and complaints are dealt with to a satisfactory resolution and within the stated timescales, recording issues via the incident management portal and liaising with relevant departments to ensure corrective and preventative measures are implemented.

Required Qualification / Experience / Skills

•  Minimum of GCSE (or equivalent) passes in English Language and Mathematics
• Proven experience in a customer service environment, ideally within the Direct Mail, Transactional Mail, or Print industry.
• Solid understanding of Windows-based applications and internal business systems
• Strong written and verbal communication skills
• Good commercial awareness and ability to understand client needs.
• Proficient in Microsoft Word, Excel, and Outlook
• Ideally, experience working with industry-specific MIS systems.
• Strong print production knowledge is highly desirable.
• Comfortable interpreting and processing complex data (preferred)
• Ability to thrive in a fast-paced, deadline-driven environment.