Digital Account Director

Digital Account Director

Durban, SA
Salary: Competitive

The Role

Reporting to the SA Managing Director, you will have responsibility for a portfolio of Jellyfish SA clients, and will contribute to the maintenance and growth of overall SA agency revenues.  The role will include a combination of client services, business development, media planning and strategic direction in the online environment.

 

You will line manage your assigned support team and will support the SA agency business by ensuring client satisfaction, retention, and service expansion across the group.  Ultimately, the client must feel as though they are dealing with the owner of a boutique agency.

 

Role KPIs

  • Overall revenue for assigned SA agency clients.
  • Contribution to revenue growth (cross-sell and up-sell) for all SA agency clients, with emphasis on integrated services.
  • Client satisfaction, as measured by client feedback.

Responsibilities

  • Own, nurture and develop relationships with all SA agency clients. Maintain existing ‘key account’ relationships. Monitor campaign results, communications across all work streams and reporting standards to maintain and build client satisfaction.

 

  • Understand SA agency clients’ business needs and priorities, empathise with their corporate structure, values and challenges, and be able to act as the ‘voice’ of clients in relation to Jellyfish campaigns. Ensure support team is aligned with this requirement. Be recognised as an exemplar with respect to:
    • A focus on overall objectives rather than clashing over solutions.
    • Effective engagement with people who don’t have technical knowledge.
    • Adopting a range of influencing and negotiation styles to deal effectively with objections and challenges.
    • An openness and a willingness to share information with clients.

 

  • Exemplary client services communications traits to include:
    • Using effective questions to understand clients’ situations and what they really need.
    • Letting clients know that we understand their needs; being sure that we agree on what they are asking for.
    • Giving clients all the information and insights they may require; providing them with choices; using clear explanations and statements, in particular in relation to complex information; “packaging” information and options.
    • Letting clients know what we can and cannot do within time and budget; being clear; giving specific details.
    • Ensuring that what was promised to our clients is what they receive.

 

  • Using your insight into clients’ objectives, and in close collaboration with your support team and other services delivery teams across the business:
    • Support effective strategic formulation and delivery, with focus on agile task prioritisation, within commercial parameters, using and adapting best practice as required to deliver best possible results, with reference to in-channel and cross-channel tactics.
    • Support effective communication of campaign results and progress to forecasts / targets, with focus on significant metrics, plus ability to address client concerns with clear and insightful observations and recommendations.
    • Contribute to effective on-boarding process, including KPIs, goal definitions, client objectives, forecasting, expectation management, technical implementation, strategy document and associated project plan.

 

  • Ensure that the support team are able to effectively supervise internal working process (including Project Management) and oversee relevant cross departmental inter dependencies.

 

  • Ensure that the support team are working effectively and efficiently, within resource allocations as indicated by client revenues, and that any surplus time is usefully deployed.

 

  • Working with the support team, identify cross-sell and up-sell opportunities across existing client base to realise new revenue. Be confident in our budgetary approach so that you are able to estimate and defend the Full Time Equivalent in front of the client.

 

  • Collaborate with Managing Director, other Account Directors, Account Managers and support teams in contributing to new business through:
    • Helping to identify prospects’ key digital requirements, and assisting in formulating appropriate strategic response in line with Jellyfish capabilities.
    • Associated research and landscape analysis to hone Jellyfish response to pitches and new business needs.
    • Clarification and communication of Jellyfish service values and associated communications.
    • Clarification and communication of Jellyfish support team structure, capabilities and value-added offerings.

 

  • Develop successful commercial models and manage client P&Ls in line with company requirements.

 

  • Line management of all support staff including:
    • Development of staff, leading by example, providing clear direction, feedback and support.
    • Support staff in the delivery of their objectives and ensuring that teams are continually developing their digital and marketing expertise, and sharing a clear communication vision.
    • Manage and appraise team to maximise productivity and ensure goals are being achieved.
    • Holiday / disciplinary management and sickness sign off.
    • Lead initial selection and interview process for new candidates.

 

  • Evangelise global Jellyfish ethos across all SA agency staff in delivering service excellence via support and training as required.

 

  • Continually acquire and maintain credible levels of subject matter knowledge across key Jellyfish delivery areas.

 

  • Engagement with third-party technologies to ensure effective working relationships, access to insight and betas and to grow effectiveness of all campaigns.

 

Company responsibilities

  • Support the Jellyfish Group Company's corporate culture including adhering to established ethical and brand standards.
  • Demonstrate a commercial awareness of the various business units within the group and actively seek to monetise these areas.
  • Diligent, consistent attention to detail and management of administrative aspects of job.
  • Demonstrate a positive attitude, respect for co-workers and thoughtful, effective communication with peers and co-workers.
  • Maintain an in-depth understanding of company technology, products, and services.
  • Keep abreast of industry standards, new technologies, and the latest approaches in internet marketing.

 

Experience Required

  • Expert knowledge of the technologies and processes involved in running full service online marketing campaigns.
  • Experience in digital marketing account directing; with previous accountability for substantial annual billings.
  • Advanced knowledge of Microsoft Word, Excel and PowerPoint.
  • Advanced knowledge of online media planning and online strategy development.
  • Management experience.
  • Demonstrates a structured and methodical way of working, with the ability to cope with competing demands and effectively prioritise tasks.
  • Exhibits a high level of attention to detail.
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