JW Recruitment

Client Account Manager

Role: Client Account Manager

Company: Create and Deliver Music Solutions that help shape the world’s leading brands

Salary: Up to £35k + Bonus

Location: Home Based with occasional travel to London office

**We would welcome applicants with a background in B2B Account managerment who

have a passion for delivering a world class service to their clients***

Our Client

Our client helps the hospitality industry ensure their music is on brand. They work in partnership

with their clients to create the perfect atmosphere to reinforce and amplify their fuller customer

experience.

They have been delivering high quality music solutions to the hospitality, retail and leisure sectors

since 1998. In that time, they have secured and nurtured accounts that have been with them for

over a decade and others that are now approaching two decades.

They provide (and continue to innovate) market leading music players, streaming services, music

apps, curated playlists and soundtracks that shape some of the world’s leading brands.

On the back of significant and continuing investment in new technology and sales / client marketing

resources, they are looking to expand their new business development and account management

teams to maximise client retention and sales momentum. This investment has significantly

extended their product offering through the development of: (i) “Mixtap”, a hybrid, web-based

background music and streaming service; (ii) a range of new mobile applications to deliver music

control: (iii)new music licencing opportunities and; (iv)the redevelopment of existing music

services.

These developments have massively expanded their addressable market and allows them to meet

the needs of a much wider, global commercial audience at every price and product point. Their goal

is to target and service large, high-profile brands on a global basis and going forward they will

further continue to innovate, introducing internet radio, AV services and other complimentary

services that add value to their core offer of music to enhance a brand’s ability to execute high

quality customer experiences.

The Role

In collaboration with the wider Sales and Marketing Team, this new role will help the company

achieve its ambitious growth plans – by proactively leading on developing and implementing a first-

class customer service and retention strategy.

This post will develop, implement and report against annual plans, KPI’s and results such as

customer retention and the growth of key accounts.

Working closely within the Sales and Marketing team, this role will work with Sales to transition

newly acquired customers into the account management portfolio, ensuring a clear plan of retention

and ascension is mapped out.

As well as Marketing, to help generate customer led content, ensuring ongoing email campaigns are

segmented into new and existing business appropriately, and other mass communications reinforce

the desired customer experience.

Job Purpose

• Give customers a first-class customer experience.

• Successfully maintain the client base, via retention and ascension against agreed annual

targets.

• Ensure all clients records are up to date and that the company has a clean and fully

functioning CRM system.

• Ensure all customer contracts are up to date, renewal dates are flagged in advance, and all

renewals are completed/renegotiated by the due dates.

• Help the Marketing team generate “social proof” PR and digital content through client

endorsements/engagement.

• Set up and leverage internal processes and systems to support the agreed

retention/ascension strategy, maximising on the use of Active Campaigns.

• Work with all other teams (Music, Production, Sales and Finance) to ensure all account

activity is co-ordinated and reinforces retention and ascension.

Responsibilities

• Ensure all colleagues have clarity around your priorities and goals and how they can support

you.

• Work across functions with peers in other groups to ensure collaboration for shared goals.

• Work with senior management and other peers for strategy development and execution

planning.

• Provide quarterly reports on performance. Reporting against KPI’s, targets and year on year

analysis.

• Contribute to sales pitches by providing case study, customer endorsements and/or key

statistics.

• Help set the culture and role model company values and expected behaviours.

• To review current retention and ascension strategies, create and refine plans, lead

development initiatives and contribute to the development of the department.

• Ensure buy-in for all new initiatives and strategic changes, provide leadership, guidance and

training initiatives when required.

• Report on retention and ascension activities and results at monthly one to one with the

Managing Director.

Your experience

• B2B Account Management

• Relationship building Sales

• Contract negotiation

• Client account / strategy planning

• Project management skills

• Well organised

• Tenacious and resilient