About Tribe of Brands
Tribe of Brands is a creative and performance-based digital marketing agency with expertise across francophone and anglophone Africa. We specialize in branding, digital media and online marketing using a variety of channels to create the best digital marketing mix for our clients. We help businesses to establish or grow their presence online via brand exposure, world-class websites, qualified leads, and revenue growth. Our 360-degree digital marketing services are comprehensive, complete and overarch an entire marketing programme.
About the Role
Due to our rapid expansion, we’re currently on the lookout for a world-class Client Account Director who has the combination of technical expertise and attention to detail to bring creative ideas to life. This role will oversee high visibility and mission-critical Client Services and liaison between clients and team members. This is an incredibly exciting opportunity for a passionate, hard-working and enthusiastic Client Account Manager, or a seasoned Account Director looking for the next step within their career to join one of Kenya’s leading digital agencies and their industry leading teams!
Responsibilities
– The be the lead point of contact for any and all matters specific to the client accounts.
– Build and maintain strong, long-lasting customers relationships to build rapport and seek new opportunities.
– Assist Tribe of Brands directors to pitch and deliver complex large scale client engagements.
– Develop a trusted advisor relationship with customer stakeholders and executive sponsors.
– Participate in business reviews to learn about clients’ strategic direction as well as gain a good understanding of the services Tribe of Brands and/or client is offering.
– Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
– Ensure that the client experience is as positive as possible. Encouraging a positive, proactive solution first attitude, with clear communication in person, supported by clear and timely documentation in email.
– Provide oversight, participate in project kickoffs, regular client meetings to ensure understanding of project expectations and scope. Negotiate to create win-win arrangements with your client on behalf of your team members.
– Ensure that the project team and client agree to a budget and scope before work is commenced and obtain the necessary purchase orders to commence work.
– Liaise between clients and Tribe of Brands team in the operations, administration and accounting; assist with resolving client issues.
– Responsible for the timely delivery of projects, escalating any potential issues to the team.
– Ensure billing is accurate and is submitted in a timely fashion.
– Escalate any queries concerning invoicing, or estimates provided by our agency on their projects to key stakeholders.
– Ensure proper resources are assigned to client specific work streams. Monitor and report on activities and target dates.
– Accountable for the management of project timing plans, ensuring that project teams and the client are on board with them.
– Responsible for scope management and scope creep on projects, working with the worstram managers and consultants to ensure the client has approved and is aligned to these.
– Attain positive reviews from clients on quarterly client satisfaction surveys.
– Develop a trusted advisor relationship with customer stakeholders and executive sponsors.
– Ensure the timely and successful delivery of our solutions according to customer needs, mutually agreed KPIs and objectives.
– Continually develop Digital Marketing Media industry knowledge to facilitate success.
Skills
– Languages: Native level of English (must) and French (nice to have).
– Excellent written and verbal communication skills.
– Background in client account management.
– Well organized, punctual with impeccable time management skills.
– Strong interpersonal skills with the ability to build relationships from scratch.
– Project management skills; creative problem-solver and proven leader, partnering cross-functional teams and solutions oriented.
– Creativity and ability to conceptualize.
– Advanced MS Office, including Excel and Powerpoint.
Experience
– Minimum 2-3 years’ experience working in Client Account or Relationship Management with strong grasp of web development and digital marketing practices
– Project Management experience to keep client work delivered on track
– Strong organizational skills and close attention to detail required.
– Possess the ability to work both independently and remain self-motivated with minimal direct supervision; also, motivate and supervise direct reports.
– Ability to effectively present information and respond to questions from the client.
– Ability to work under tight time constraints in a high volume environment with multiple priorities.