The Senior Account Supervisor- Client Services is responsible for managing overall account team performance as it relates to client service and quality control on multiple, sizable pieces of business. S/he will understand various consulting processes/approaches and capabilities, including Production, Project Management, Strategy, Paid Media, Research/Insights and Creative. Current Edelman employees at the SAS level should also understand various consulting processes/approaches and capabilities within Edelman, including media outreach, employee engagement, stakeholder and influencer engagements, and executive positioning.
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Responsibilities and Expectations
Client & Stakeholder Engagement Skills
Understands the Discover process and specialist input needed in order to lead research, planning and development of comprehensive Communications Marketing campaigns
Oversees account team work quality and operational performance, ensuring deadline adherence, reaction to industry trends and ensuring plan execution maps to client objectives within budget
Understands the appropriate moments and milestones to solicit counsel of senior staff; this includes but is not limited to defining new creative platforms, award entry nominations and executions, and retrospectives
Demonstrates writing excellence when crafting internal and client correspondence, communications plans, assignment briefs, leadership updates, etc.
Demonstrates practical and applied understanding of visual communications, social media and the digital landscape, and how to incorporate these channels into client programs and PR program elements (media outreach plans, executive thought-leadership plans, consumer events, and spokesperson engagements)
Demonstrates and applies appropriate process to turn an opportunity into signed scope of work
Ability to constructively deliver strategic and creative feedback grounded in best practices, recent research and client goals/objectives
Displays strong presentation skills, including tailoring presentations to multiple audiences including clients, interagency teams, and cross Edelman practices
Recommends and utilizes research and analytics as a key project performance indicator
Recognizes and champions integration of specialists when needed to meet client goals
Business and Project Management Skills
Demonstrates understanding of core financial constructs, including revenue, profitability, pricing structures, utilization, realization, budgeting and forecasting and how these play into office-wide revenue targets; imparts this knowledge to junior staff
Responsible for annual account plans and roadmap to attain P&L targets
Works closely with Project Management on financial management of the account; including development of accurate budgets and tracks and monitors project financials (e.g., budget vs. actual)
Works within account budget parameters and deadlines
Manages micro and macro client budget issues to resolution; helps plan/evaluate team structures to maximize project profitability/quality
Helps ensure team follows Edelman’s financial policies and processes
Ensures all account work streams are included in the department pipeline and staffing tracking documents
Business and Talent Development Skills
Initiates new business process, including identifying new business opportunities and helping lead the RFP response process
Helps pull together cross-practice and cross-geographical teams to provide clients and prospects with the most compelling team and proposal
Grows account organically by introducing clients to relevant Edelman capabilities, including resources outside of group and office, to advance their business goals
Grows network of industry clients and participates in relevant professional organizations and networking activities that will grow Edelman’s brand recognition and own reputation
Ensures performance expectations, career development plan and goals are set and reviewed regularly, including during performance review process for all direct reports
Provides ongoing, constructive feedback to staff and consistently holds them accountable for performance, compliance and ethical business conduct and addresses under-performance in an appropriate and timely manner
Mentors, coaches and supports all team members and ensures staff are developing abilities through Edelman Learning Institute and other trainings, including on-the-job training and mentoring
Sets achievable goals and tasks, delegates opportunities and provides resources for staff to meet their goals; consistently measures and recognizes goal-achievement
Empowers staff and instills in them the benefits of taking calculated risks
Contributes to the performance appraisal process for peers, managers and direct reports
Assists in recruitment process by interviewing and helping select Edelman personnel
Leads by example; demonstrates strong work ethic and behaviors consistent with Edelman’s values, Code of Ethics and Business Conduct, mastery of cross-practice collaboration, strong interdepartmental relationships and excellent people management
Motivates and coaches teams to produce quality work and meets client objectives while achieving staff growth goals
Contributes to the development of new capabilities and promotes the implementation of new capabilities through words, actions and priorities
Shares Edelman’s intellectual property (e.g., Trust Barometer) with clients as applicable
Commits to continuous learning and building technical and leadership skills through training
Qualifications
Basic Qualifications
At least five years of relevant experience in Communications Marketing and/or related fields, including research, product management, advertising, management consulting, media or publishing
Preferred Qualifications
Bachelor’s degree in a relevant field from an accredited college or university
Ability to manage large projects, as well as teams, on multiple sizable accounts
Understands clients’ businesses and their missions, as well as their key stakeholders: consumers, employees, investors, regulators, media/infuencers vendors, partners and other businesses/organizations, etc.; able to impart this knowledge to team members
Superior written and verbal communications skills; demonstrated ability to effectively multitask, delegate and manage assignments and accurately evaluate others’ work
Familiar with industry trends and best-practice integrated Marketing Communications tactics and tools and the ability to appropriately recommend them to executive-level clients and lead the execution of all related projects in house
Ability to act as a daily client contact for multiple clients simultaneously and possesses a track record of responsible, client-related finance management, including comprehensive managing within client budgets
Able to manage and inspire a team and to make sound judgments on a daily basis, knowing when to seek senior counsel
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