Overall Purpose: The purpose of the role is to help our clients achieve their goals through effective strategies and seamless project management while receiving excellent customer service. The key aim is to ensure high customer satisfaction that helps to maintain and expand the business.Key Accountabilities:Strategy and PlanningFollow the latest trends in the economy and marketing to consolidate the most suitable strategies for clients from different verticals targeting international markets.Take an in-depth interest and research the client's business and sector.Understand the client's goals and seek opportunities to proactively suggest strategies to increase their ROI.Collaborate with digital strategists and operational teams to acquire in-depth support and advice for the best strategies.Ensure the strategies are communicated to the clients through strong and convincing presentations.Take an initiative-taking approach and recommend creative solutions that the client might not have thought about. Function as a strategic advisor rather than just an executor.Translate strategy plans into financial proposals and negotiate contracts.Project ManagementEnsure all the necessary paperwork is in place for the project from start to finish, including invoicing.Demonstrate excellence in every step of the project management life cycle and ensure adherence to Account Management service standards.Ensure all the necessary resources are secured for the execution of the project.Work out a clear timeline of the project and map a logical sequence of tasks.Brief operational teams on the details of the tasks and client's expectations.Keep the client updated about the status of the project at all times.Act as the key communicator between the client and operational teams for any questions and clarifications.Provide solutions and take corrective actions when problem-solving.Ensure the project is delivered within the agreed timeline and according to the agreed standard.Seek clients' feedback, measure their satisfaction, and explore opportunities to get a testimonial or create a case study.Business DevelopmentBe aware and work towards the financial targets of the company. Be accountable for meeting the company's business objectives and financial targets.Nurture your clients to facilitate repeated and new business as well as referrals.Seek to expand your client portfolio by identifying opportunities with your existing clients as well as wider contacts.Forge relationships with past clients to ensure high departure referral rates and significant cross-selling opportunities.Create client development plans and drive them through execution to facilitate accounts growth.Conduct ad-hoc analyses and mini-audits to identify gaps in clients' current digital marketing strategies and customize our value proposition to maximize upselling opportunities for business growth.Participate in and contribute to the company's marketing efforts.Use the opportunity to raise awareness for Webcertain through social media, events, etc. Promote new Webcertain services and solutions.Proactively contribute to the improvement of the company's systems, processes, and facilitate innovation.Key Performance Measures:a) KPIs for Retaining Customers: Achieve & maintain a high client retention rate (percentage of expiring contract renewals vs. drop-offs), low customer churn rate, and high customer satisfaction score.b) KPIs for Strengthening Relationships: Driving referrals to gain new customers and outreach engagement to make clients respond to new service offerings.c) KPIs for Growing Revenue: Achieve assigned sales targets, obtain revenue via upselling, contract extensions, and client referrals.Skills and Competences Required in the Role:Essential:Experience in a digital agency environment.Knowledge of various digital search marketing techniques and activities.Knowledge and understanding of analytics systems, and an ability to interpret data to make informed decisions/recommendations.Experience with using a variety of tools for digital marketing analyses (e.g. SEO tools, PPC tools, etc.).Proven track record of building excellent customer rapport.Proven track of high client retention rate & referral generation.Ability to prioritize and effectively manage time and schedules across many different projects simultaneously.Ability to thrive under pressure.Excellent consultative communication and presentation skills.A polite, friendly, and diplomatic manner.Ability to relate to a wide range of individuals.
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