Head Of Client Management

| Chicago
Please send resume to [email protected] with "Head of Client Management - Built In" in the subject line
Apply now

Head of Client Management

401 North Michigan Avenue, Chicago

2017 National ‘Best and Brightest Company to Work For’

Competitive base salary, realistic OTE $85,000

PHMG is the world’s leading audio branding agency and we’re looking for a Head of Client Management to take on a high-profile dual position as a figurehead of the new North America team. Your role will involve ensuring the department onboards new US and Canadian clients smoothly whilst continuously selling our service and retaining clients. You’ll provide the world-class customer service we’re renowned for – liaising with key contacts in the development and implementation of their creative content. Your results-driven mindset and account reconciliation skills will drive revenue performance through retaining clients. And as Head of Client Management, you’ll inspire, motivate and encourage your staff, sharing expertize and leading by example to deliver a consistently outstanding group performance. By expertly balancing both aspects of this role, you’ll ensure every client’s audio branding service is seamlessly integrated into their business.

To take on this senior status, you must have the excellent people skills necessary to connect with a wide range of clients of all positions and sectors, and develop close bonds with your team to encourage the very best performance. Enthusiastic, motivated and ambitious, you’ll see the positive in every situation– and will remain calm under pressure to deal with all potential issues. Most importantly, you’ll be totally committed to delivering the very highest standards of customer service and client reconciliation – with a proven record of success in a role of this nature.

Responsibilities:

  • Delivering world-class customer service to all new clients and driving revenue performance through retaining clients
  • Collaborating with clients to understand their brand and develop creative briefs
  • Liaising with the creative teams to ensure every production reflects the unique mantra of the client’s business
  • Managing the end-to-end recruitment process for all client services staff
  • Motivating the team to excel and reach their ambitious targets
  • Coaching and developing your team, identifying their training needs and helping them progress
  • Defining strategy and establishing best working practice
  • Managing your own client base and overseeing those of your team members
  • Ensuring the CRM system is always updated proficiently and effectively
  • Achieving consistently outstanding team results
  • Enabling the smooth running of PHMG’s North American operations during a period of significant growth
  • Day-to-day Management of the Consultancy team, ensuring efficient service delivery during initial client on-boarding
  • Establishing internal processes to create an effective working environment, encouraging efficiency,providing effective solutions to complex client issues, and guaranteeing the efficient delivery of our audio branding service to clients across the United States
  • Encourage internal relations to aid communication
  • Develop a strong Operations foundation from which to deliver the highest possible level of client satisfaction
  • Establishing a culture of continuous improvement

We want to hear from you if you have :

  • Proven success in a team-based customer service and sales role, preferably B2B with a target driven mentality
  • Proven success in a retentions role and strong client management skills
  • Strong account reconciliation skills
  • A natural leader with the presence to act as a figurehead for staff
  • A supportive approach to coaching and training
  • The ability to remain calm under pressure, even when faced with complex situations
  • The drive and determination to meet ambitious targets, work towards and exceed KPIs
  • Highly motivated, maintaining a can-do attitude at all times
  • The qualities to inspire and motivate individuals in your team
  • Meticulous attention to detail in your own work and that of your team
  • The foresight to prevent potential issues before they develop
  • The creativity and confidence to introduce new ideas
  • A constructive approach to problem solving
  • First-class verbal and written communication skills, including excellent listening skills• Superb organizational skills and unerring focus
  • Performance management skills in coaching and conducting appraisals
  • A self-starter who is strongly motivated by targets in a results-driven environment
  • Excellent skills in client negotiation, influencing and communication
  • A proven ability to analyze processes, enact change, and think both operationally and strategically to achieve business goals
  • Strong multitasking and time management skills
  • A good knowledge of Microsoft and CRM applications

Perks of working with PHMG:

  • Competitive salary including bonus, realistic OTE of $85,000
  • Career progression with a company that is in continuous hyper-growth mode
  • 20 days PTO with up to eight federal holidays
  • Medical, dental, vision and life insurance
  • Additional quarterly incentives
  • All-expenses-paid company events at exclusive venues
  • Fundraising for Illinois-based and local charities through the PHMG Foundation
  • Exciting social scene and dynamic atmosphere
  • Creative, spacious offices with breakout areas, gaming area, in-house bar and spectacular views of Lake Michigan
  • Free gym membership subject to meeting criteria
  • Half-day’s holiday following your birthday         

Suited to:

Head of Client Management / Head of Sales Operations / Head of Retentions / Client Relationship Manager 

Company Profile:

PHMG is the world’s leading audio branding agency, working with 32,000 clients in 39 countries across the globe – including the likes of Audi, Adidas, Coca-Cola and Samsung. We are expanding across North America to increase our 80% share of the market and were named 2017 National Winner for the ‘Best and Brightest Companies to Work For Program’ alongside: Puma, Verizon, Stryker, Page Group, Haribo, Echo Logistics, TQL and LaSalle Network.

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.

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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Please send resume to [email protected] with "Head of Client Management - Built In" in the subject line
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Technology we use

  • Product
  • Sales & Marketing
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    • IllustratorDesign
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    • WordpressCMS
    • Microsoft DynamicsCRM
    • LinkedIn Sales ProfessionalLead Gen

Location

Right next to the flagship Apple store, PHMG’s 25th floor offices boast spectacular views of Lake Michigan and the metropolis of Downtown Chicago.
401 N. Michigan Avenue, Chicago, IL 60611

What are PHMG Perks + Benefits

Health Insurance & Wellness Benefits
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Please send resume to [email protected] with "Head of Client Management - Built In" in the subject line
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