Senior Account Manager (Made Thought)

Made Thought (part of AKQA and WPP) is a global creative office based in London and New York, driven by an obsession with intelligent creativity. Built on the belief that design has the power to propel companies and culture forward, we see creativity and compassion as essential tools in building a world we want to be a part of. As a collective of thinkers and makers, we use these tools to give intelligent ideas their most compelling form, building worlds that give both leaders, owners and operators a new way to be seen, and a new way to see themselves.

About the Role

As a Senior Account Manager, this role is responsible for the effective management and delivery of larger and/or more complex projects, ensuring the best creative solutions across a designated portfolio of clients are achieved in the most efficient, profitable and imaginable way for the Studio. A main responsibility of this role is for growing accounts, building a strong platform for commercial growth and best-in-class creative work. A SAM must be creatively minded and understand how to carefully balance the flexibility required of a business with creativity at its core, alongside the rigour and strong organisational skills which some of our clients can expect. You will be responsible for nurturing strong partnerships with clients, managing their expectations accordingly, whilst also building, nurturing and inspiring talent within the Account Management team.

Responsibilities

• Manage a number of projects in the Studio totalling circa £1 - £2.5 million per annum. You will be responsible for the allocation, planning forecasting and proactive management and problem solving of all projects within your portfolio, ensuring they are set up for success from the outset.
• Grow your accounts beyond their initial scope. You will proactively make recommendations to the Account Director or client.
• Work alongside the Leadership & New Business team, becoming the key client contact and owning that relationship throughout the project and for any on-going opportunities. Escalating any issues to the Account Director.
• Be accountable for writing proposals for larger scale projects, seeing guidance from the Account Director and New Business team where required.
• Develop Senior client relationships, understanding the client from both a personal and Studio perspective.
• Manage both the day-to-day and longer-term career growth plans of Account Managers within your team, providing clear and ongoing developmental feedback and support. You will run growth conversations with your team wherever necessary.
• Be actively seen as the client escalation point for larger projects when working with more Junior members of the AM team and have the ability to understand when further escalation to the Account Director is required.
• Forecasting Studio workflow for the upcoming quarter for your projects and flagging any drastic changes to the Account Director and resource manager.
• Help to bridge the gap between the Client Services and Design teams by nurturing a collaborative relationship between the two.
• Organise your team, balancing the project needs and inspiring individuals to create their best output.
• Have sufficient knowledge and overview of the whole Studio so that you can proactively provide solutions on people requirements for other projects, in support of your Account Management team members.
• Advise AMs on best practice ways of working to match both internal (colleagues) and external (client) expectations.
• Consistently look for, contribute towards and potentially lead in the implementation of improved processes and ways of working for the team.
• Understand and support the Account Directors and Senior Account Directors in the implementation of new processes as required by the business.
• Support (Junior) Account Managers in the writing of their proposals, providing approval and ensuring they are accurate and in-line with Studio requirements.
• Be a strong support for the Account Directors, with the ability to step up and cover some of their responsibilities in their absence, where needed.
• Lead, manage and inspire a team of Account Managers, ensuring excellent quality of service is provided at all times for all Made Thought clients.
• Be accountable for ensuring all team members are meeting the expectations required, working with the Account Director and HR to improve performance where appropriate.
• Help create a positive, collaborative and supportive environment, focussed on continual learning.