1. Overview:

The Client Servicing Manager is a crucial member of our dynamic digital marketing agency, responsible for fostering strong, long-term relationships with our clients. This role requires a proactive, solutions-oriented individual who can effectively manage multiple client accounts, ensuring their satisfaction and exceeding their expectations. The objective is to drive client retention, secure new business opportunities within existing accounts, and contribute to the overall success of the agency.

2. Key Responsibilities:

• Develop and maintain strong, positive relationships with assigned clients.

• Act as the primary point of contact for all client communication, addressing queries and concerns promptly and efficiently.

• Manage client expectations effectively, setting realistic timelines and delivering consistent updates.

• Collaborate with internal teams (e.g., creative, SEO, PPC) to ensure seamless execution of marketing campaigns.

• Present campaign performance reports to clients, analyzing key metrics and providing actionable insights.

• Identify opportunities for upselling and cross-selling within existing client accounts.

• Proactively identify and address potential client issues before they escalate.

• Contribute to the development and refinement of client servicing processes and best practices.

• Participate in new business pitches and presentations, showcasing the agency's capabilities.

• Maintain accurate and up-to-date client records and documentation.

3. Technical Skills:

• Proficient in using project management software (e.g., Asana, Trello, Monday.com).

• Experience with CRM systems (e.g., Salesforce, HubSpot).

• Strong understanding of digital marketing channels (SEO, PPC, social media, email marketing).

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

• Data analysis and reporting skills (Google Analytics experience preferred).

4. Required Qualifications:

• Bachelor's degree in Marketing, Communications, or a related field.

• Minimum of 5 years of experience in client servicing, ideally within a digital marketing agency.

5. Skills & Experience:

• Exceptional Client Servicing Skills: Proven ability to build and nurture strong client relationships, consistently exceeding expectations and demonstrating a high level of empathy and understanding. Experience managing demanding clients and resolving conflicts effectively is essential.

• Digital Marketing Expertise: A solid understanding of the digital marketing landscape, encompassing SEO, PPC, social media, email marketing, and content marketing. The ability to discuss and explain complex digital strategies to clients in a clear and concise manner is vital.

• Client Servicing Manager Experience: Proven track record of successfully managing multiple client accounts simultaneously, prioritizing tasks effectively, and meeting deadlines consistently.

• Client Relationship Management: Demonstrated ability to proactively identify and address potential client issues, anticipate needs, and build lasting, mutually beneficial partnerships.

• Digital Marketing Agency Experience: Familiarity with the fast-paced environment of a digital marketing agency, including the collaborative nature of the work and the importance of meeting tight deadlines. Understanding the agency business model and revenue generation is a plus.