Head of Client Management at PHMG

| Chicago
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Head of Client Management

Chicago, IL

$150k OTE

2018 Glassdoor Top 10 Work Culture and Leadership

2018 Chicago 'Best and Brightest Companies to Work For’

 

PHMG is the world's leading audio branding agency, uniting copy, voice and music to create inspiring productions for the likes of Audi, Adidas and Coca-Cola. Following our successful years in Chicago, we’re in continuous hyper-growth mode – and are currently one of Chicago's fastest growing media companies. With just reaching our 20th anniversary as a business, we’re launching our additional floor in our North American headquarters based centrally in Chicago next to the new flagship Apple store on North Michigan Avenue.

We are currently looking to recruit a Head of Client Management for our Chicago office. With our company being in hyper-growth, we are looking for a dynamic individual to take on this high-profile dual positon as a figure head of the new North American Team. You will work with both our US and Canadian clients to ensure a successful and smooth on-boarding process. Keeping up with our 98.5% client satisfaction rating you will work with the retention of our current clients as well as selling our service and inspiring your staff to do the same. By sharing your expertise and leading by example, you’ll ensure a seamless audio-branding experience for every client.

This individual will have a proven success story in a similar role as they will be heading up the team in our North American office. They will exemplify excellent interpersonal skills allowing fluid connection with clients of all positions and sectors. With their optimistic attitude they will form great connections with their team to encourage top performance and remain calm under pressure. Overall, this individual with be committed to delivering the highest standard of customer service and reconciliation.

Key Objectives:

  • Deliver world-class customer service to all new clients and drive revenue performance through retaining clients
  • Enhancing and developing the client journey for both customer experience and operational prospective
  • Collaborate with clients to understand their brand and develop creative briefs
  • Liaise with creative teams to ensure each production reflects the unique mantra of each business
  • Manage the end-to-end recruitment process for all Client Services staff
  • Motivate the team to excel and reach ambitious targets
  • Coach and develop your team
  • Define strategies and establish best working practice
  • Manage own client base while overseeing those of your team members
  • Ensure the CRM system is always updated effectively
  • Achieve consistently outstanding results
  • Enable the smooth-running of PHMG’s North American operations during period of growth
  • Day-to-day management of Consultancy team for efficient service during initial client on-boarding
  • Establish internal processes and solve complex problems
  • Encourage internal relations to aid communication
  • Develop strong operations foundation to deliver highest level of client satisfaction
  • Establish a culture of continuous improvement
  • This high profile role offers excellent career progression opportunities

 

 

Skills, knowledge and experience required:

  • Proven success in a team-based customer service and sales role, preferably B2B with target-driven mentality
  • Proven success in a Retention role
  • Strong client management and account reconciliation skills
  • The presence to act as a figurehead for staff
  • A supportive approach to coaching and training
  • The ability to remain calm under pressure
  • The drive to meet ambitious targets and exceed KPIs
  • The can-do qualities to inspire and motivate your team
  • Meticulous attention to detail
  • The foresight to prevent potential issues
  • The creativity and confidence to introduce new ideas
  • A constructive approach to problem-solving
  • First-class verbal and written communication skills
  • Superb organizational skills
  • Performance management skills in coaching and conducting appraisals
  • Excellent negotiation skills
  • A proven ability to analyze processes, enact change, and think operationally and strategically to achieve business goals
  • Strong multitasking and time-management skills
  • A good knowledge of Microsoft and CRM application

 

 

Perks of working at PHMG:

  • Autonomy to make key decisions and demonstrate your expertise
  • Opportunity to build your own department and scale your career as our North American business expands
  • 18 days PTO plus up to 8 federal holidays
  • Medical, dental, vision and life insurance
  • Ventra Transit Benefit program to save you up to 40% on your commuting
  • 401 K with company matching
  • Lucrative incentives and bonuses including trips to the UK and top tech prizes
  • All-expenses paid company events in sought after venues
  • Fundraising initiatives for local Chicago based charities through the PHMG Foundation
  • Exciting social scene and lively atmosphere
  • Dynamic offices with spectacular views of lake Michigan
  • On-site barber to stay looking polished
  • On-site bar with pool and ping pong tables
  • President’s Club dinners every month at Chicago’s best restaurants
  • Early finish incentives with half-day off on the day after your birthday
  • Free on-site gym membership following promotion

 

About PHMG:

Since opening in the UK in 1998 PHMG has expanded all over the world and opened a North American headquarters in Chicago. Committed to having highest of quality of talent we are able to provide our world-class service.Blending an exclusive Brand-Sound-Track™, creative copy and world-class voice artistry, we develop audio brands that represent the distinct identity of each individual client, with each element entrusted to the industry’s finest writing, composition and voiceover talent. These inspiring productions replace the beeps or silence traditionally heard on-hold, connecting with a captive audience to engage listeners, encourage inquiries and create the most professional company image in this vital channel for consumer communication. As a proud member of the ICS, PHMG is committed to delivering world class customer service – and has earned an outstanding overall client satisfaction rate of 98.5%.

PHMG is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InDesignDesign
    • PhotoshopDesign
    • WordpressCMS
    • Microsoft DynamicsCRM
    • LinkedIn Sales ProfessionalLead Gen

Location

Right next to the Apple Store, PHMG’s 25th and 28th floor offices boast spectacular views of Lake Michigan and the metropolis of Downtown Chicago.

An Insider's view of PHMG

What’s the vibe like in the office?

PHMG promotes a great company culture, and that’s reflected in the internal relationships you develop. Professionally, it’s awesome to work in an environment that supports and motivates – and personally, the friendships make happy hours on Fridays even better.

Lindsey

Audio Brand Consultant

What projects are you most excited about?

I’m not just recruiting top talent here at PHMG, but building a culture with a winning mentality that rewards hard work. Seeing the team double in size, and knowing I played a part in that, is an amazing feeling.

Toni

Senior Talent Acquisition Executive

How does the company support your career growth?

PHMG allows me to focus on closing deals so I am truly able to be my best, maximize my earnings and progress in my career. The leadership stands on the front line with you to help you deliver world-class results – and brings out the best in their sales professionals.

Michael

Business Development Manager

How do you empower your team to be more creative?

At PHMG, we’re lucky to offer an inherently creative product which can’t fail to inspire. The ingenuity of our copywriters, composers and producers is felt by staff across the company, influencing them to create in every aspect of their role.

Ben

Director of Music and Voice

How do you collaborate with other teams in the company?

PHMG is unlike any organization I’ve ever experienced – you’re not only a team member, you’re family. All parts of this company collaborate for the good of our company and our clients, and it’s great to see how everyone works together.

Eric

Business Development Manager

What are PHMG Perks + Benefits

PHMG Benefits Overview

It’s the people that make PHMG – so it’s only right that we give them something back. Split across five distinct categories of Finance, Health & Wellbeing, Lifestyle, CSR and Special Moments, our vast portfolio of PH Perks rewards staff with benefits that are more than just freebies – they make a valuable difference to their working life.

Culture
Volunteer in local community
We’re proud to volunteer with SOS Children’s Villages – helping out at their graduation days, and inviting their young people to our office as part of our shadowing program.
Partners with Nonprofits
Our dedicated charitable initiative – the PHMG Foundation – raises vital funds for worthy causes across the globe, as chosen by our staff.
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
As part of PHMG’s harassment training, we’ll be including an unconscious bias portion designed to help adjust patterns of thinking and eliminate biases – even those we’re unaware of.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Disability Insurance
We provide both short and long-term disability insurance to support for those who are disabled, or have become disabled – ensuring they have the finances necessary should they be unable to work.
Dental Benefits
We offer two PPO dental plans designed to keep staff smiling all year round.
Vision Benefits
Through Principal, we offer a vision plan to every employee, ensuring they get the eye-care they need, as and when they need it.
Health Insurance Benefits
We’re proud to offer the choice of four different health plans from the BCBS, with an option to suit each individual needs – with the majority of the monthly premium costs covered by PHMG.
Life Insurance
PHMG offers life insurance to each and every employee. The coverage is equal to the employee’s annual earnings, allowing their families to continue living the same quality of life, whatever happens.
Wellness Programs
Onsite Gym
Team workouts
There are many ways PHMG helps take care of employees’ physical wellbeing – and our fitness initiatives include in-office yoga and a range of sports teams to suit all interests.
Retirement & Stock Options Benefits
401(K)
All PHMG employees are automatically enrolled into a 401k, helping them save for their future.
401(K) Matching
PHMG provides employees with a 401(k) matching plan. We match 1% of contributions up to 1% of an employee's annual gross pay.
Company Equity
Performance Bonus
Top performers across every department are rewarded at PHMG, earning cash bonuses, luxury nights out, trips to exciting destinations and even Rolex watches.
Match charitable contributions
Every year, we work to a fundraising target. If we reach this figure, it’s matched by the company – allowing us to make a huge difference to our chosen charities.
Child Care & Parental Leave Benefits
Generous Parental Leave
We want to make sure you never miss those special moments, so our staff enjoy additional time off for their child’s first day of school and holiday play.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
At PHMG you're given 18-20 days PTO and up to 7 federal holidays.
Paid Volunteer Time
All staff are entitled to take two volunteer days to support causes they’re passionate about, beyond their 18 - 20 days PTO and up to 7 federal holidays.
Paid Holidays
Paid Sick Days
Nobody should suffer financial penalty simply because they’re unwell – so any sick days are included in annual PTO allowance for all our employees.
Perks & Discounts
Beer on Tap
Commuter Benefits
We help our staff save on travel with Ventra Transit Benefits, Water Taxi discounts and half-price Divvy bike rental.
Company Outings
Every month, our top performers dine out at the finest restaurants as part of our exclusive President’s Club. And twice a year, the whole company unites at our holiday events.
Free Daily Meals
PHMG staff start the day right with our Breakfast Club, enjoying a selection of free cereals every day.
Game Room
Our dynamic breakout spaces are filled with ping pong, foosball and pool tables, giving competitive staff a chance to go head-to-head.
Stocked Kitchen
There’s always a treat to be found in the PHMG kitchen with unlimited tea and coffee, soda, energy drinks, and snacks – along with ice cream Fridays in the summer.
Some Meals Provided
New starters enjoy lunch on us – and our top performers are rewarded with winners’ dinners on Mondays.
Happy Hours
Cheers: Happy Hour takes place regularly at PHMG – when drinks at the office are followed by team nights out at the host of bars on the doorstep of our Downtown Chicago office.
Parking
For ultimate convenience, on-site parking is available, right underneath the office on 401 N. Michigan.
Recreational Clubs
Joining PHMG means you’re part of a team in more ways than one. Our softball, kickball, soccer and volleyball teams play throughout the year in leagues across the city.
Relocation Assistance
PHMG offers relocation assistance, including home finding, temporary housing, moving costs and travel expenses reimbursement for certain roles.
Fitness Subsidies
Free gym membership is given to all our staff, either in the on-site fitness center at our Chicago office, or for our on-the-road employees, subsidized at a gym of their choice.
Professional Development Benefits
Job Training & Conferences
Continuous improvement is a huge part of PHMG. We provide comprehensive solutions, training programs and a specialist Sales Academy – with departmental specific conferences to reward progress.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

PHMG values employee recognition through our career development program and quarterly awards conferences. We also encourage team collaboration at charity events via the PHMG Foundation including skydiving, Santa Dash, Warrior Dash, and other team events.

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