BCQ Group Ltd

Senior Client Services Manager  

Do you revel in working with positive people, creating the great and delivering the fantastic? Then this could be for you: an opportunity has arisen within our client services team for the role of Senior Client Services Manager; we’re looking for that special someone who can make things happen, drive excellent client service and deliver great work to our clients. Getting things done and making it happen are a way of life for you, as you’ll be experienced having already worked in a similar role, ideally within a creative agency, and know how to cultivate and enrich relationships, identify briefs and opportunities and work with our studio team to bring these to life. Sound like you? Then apply today.  

     

About BCQ Group 

BCQ Group is a creative production company providing strategic, creative and productive services to support our customers' marketing, from one source. Through our services our aim is to transform our customers' marketing and help them make a real difference in their business.   

 

Our diversity of services means we have a team who can advise, devise, produce and deliver our customer's projects, be they a digital or print campaign, a website, a mailing, point-of-sale, an exhibition, printed collateral, social media strategy, video or an integrated mix of them all.    

 

BCQ is recognised as the leading marketing services provider in the Buckinghamshire area. We are committed to delivering the very highest level of quality and customer service.   

 

To find out more about BCQ visit: bcqgroup.com   

   

About the role 

As one of our key guardians of client relationships, you are the benchmark of client service we want each of our clients to experience. You will be able to act as the guide in the relationship, listening to their problems, advising the client on what they should do and providing answers to their questions.  

 

You’ll be able to challenge their briefs and extract from them the information we really need to get under the skin of it. You’ll help our team to understand it and guide and lead them to enable great work to be produced. You’re at home running through concepts, making presentations and pitching to clients, and then working with the team to make the ideas come to life. 

 

You will be responsible for the Account Management of some of our exciting clients, dealing with them day to day and growing an incredible working relationship with them. You will support the Client Services Director in mapping out client growth plans, helping every day to grow your clients’ business and making their brand famous. You will work across a range of accounts and support the everyday delivery of great work in an efficient and timely manner. Specific to the role though, building strong client relationships will feel like the norm to you. You will have a hunger to deliver exceptional work for your clients and to be part of an amazing team. More so than this, you will have a willingness to learn things outside your wheelhouse and pick up skills quickly. You will live and breathe design, digital and creative. You will be energetic, fun to work with and always positive. 

    

What we're looking for 

The ideal candidate has successfully led an account management, consulting and/or marketing team to high client satisfaction and measurable client ROI and has been in customer-facing roles (e.g., customer service, account management, consulting, service industry, etc.). This person will also have extensive online business experience, and meet most, or all the following requirements:  

 

• Several years of professional experience  
• Proven senior level of relationship building 
• Track record of developing services and/or account management leadership 
• Show true passion about servicing our clients daily 
• A strong 360-degree marketing practitioner with a focus on results, improvement and innovation 

• Understands the communications landscape alongside the broader commercial landscape and should be able to consider client and agency issues at a strategic level 
• An impressive track record in managing clients across a range of businesses 
• Real commercial orientation and strong strategic awareness 
• A credible client background with solid marketing and advertising credentials 
• Knowledge of design, production, e-commerce, web technology and online marketing concepts, industry trends, etc.  

   

 The roles key accountabilities are 

• Being the first point of contact for the client during on-going jobs and ensure the timely and successful delivery of our solutions according to customer needs and objectives 
• Responding to briefs for new projects, involving the various different departments (creative, strategy, design, development) and moving these forward into development or production. 

• Maintaining a consistent and positive relationship with all client contacts you are working with 
• Being the brand guardian for your accounts. Know that brand inside and out, keep up to date with their challenges, and maintaining high standards of work output 
• Clearly communicate the progress of monthly/quarterly workflow to internal and external stakeholders 
• Forecast and track key account metrics (e.g., quarterly results and annual forecasts) Prepare reports on account status as required 
• Collaborate with internal departments to manage and plan workflow 

• Assist with challenging client requests or issue escalations as needed 
• Securing studio resources for your scheduled jobs  
• Building opportunities to enhance your clients’ brand and thinking outside their current marketing plans for new trends 
• Keeping up to date on social trends to ensure that our brands are ahead of the curve 

 

 

The sort of skills, qualities and attitude we’re looking for… 

• A track record in agency account roles 
• A good foundation of cross channel executions – design, print, digital, social and more 
• Excellent writing & verbal communication 

• Good initiative and a genuine love for client servicing 
• Able to problem solve and bring solutions to the table 
• The type of person who likes to create amazing work, rather than sit in a meeting talking about it 
• A good team player invested in the agency’s growth and new business opportunities 
• Proactive and committed to developing own knowledge and skills 

• Unafraid to roll up sleeves and muck in 
• Organised and self-disciplined, with an ability to multi-task and consistently hit deadlines 
• Is driven, motivated and has meticulous attention to detail 
• Have a can-do attitude and a bit of the old entrepreneurial spirit 

 

   

About our offer  

• 37.5 hours per week, Monday to Friday 9am-5.30pm  
• Flexible, hybrid working from home and in our studio in Buckingham  
• Competitive salary dependent on experience  

• 26 days annual holiday + Bank Holidays  
• A busy role in a friendly team 

   

If you are looking for a new opportunity within a fantastic company, please do not hesitate to apply!