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    Account Supervisor – Digital/CRM - Toronto, Canada - Hawkeye

    Hawkeye
    Hawkeye Toronto, Canada

    1 week ago

    Default job background
    Full time
    Description

    Job Description

    The Account Supervisor supports the management team in the leadership of day-to-day CRM campaign work. They manage the development and execution of projects that support agreed KPIs, ensuring that client, agency and vendor relationships are healthy and that campaigns are designed to meet client objectives.

    They are responsible for planning and execution of multi-channel campaigns. And play an active role in the development and presentation of client and/or agency presentations.
    The Supervisor builds trust and credibility with their client by demonstrating a good understanding of client positioning and strategy.

    This role is intended for individuals interested in pursuing a leadership position, and is designed to prepare them with foundational skills and experiences that will contribute to their future success at the agency.

    The Supervisor synchronizes communications between account teams and clients and is responsible for accurate and thorough documentation: status reports, contact report, timelines and client creative revisions. They support the team with financial management such as developing SOWs or estimates, managing budgets, and providing reconciliations.

    For Digital/CRM, the Account Supervisor needs to understand Digital Channels (Email, Web, Display and Social) and Print (Letters, OEs) and the different steps within the execution process.

    Specific responsibilities are as follows:
    Project Management:

    • Manages/responsible for project execution of larger-scale and/or multi-channel campaigns - ensuring all timelines are met, including production processes such as Link Matrices, QA staging, and Studio for Print

    • Ensures high standards in creative, production and measurement of email, direct mail and other CRM communications

    • Processes day-to-day material thoroughly

    • Is diligent about details and follow-up

    • Is an advocate for the client

    • Ensures management of client expectations around timing, deliverables, and budget

    • Supports the project management team with operational logistics such as timelines and vendor partnerships

    • Recognizes any client requests that go against brand guidelines and/or items that create inconsistencies in design principles and knows when to escalate

    • Always understand why something is being done/where it fits

    Financial Management

    • Develops accurate project estimates, with input from extended team members (creative, project management, analytics, development, etc.)

    • Co-ordinates with finance, when required, to ensure they have a copy of approve estimates, invoices are sent in a timely manner and that bills are paid when due

    • Reports percent complete to finance each month, for revenue tracking

    Communication Skills:

    • Communicates effectively (written & oral)

    • Stays informed and keeps others informed

    • Confidently leads project meetings with client as well as internally

    • Develops and distributes contact reports as necessary

    • Develops and confidently presents POVs and recommendations as requested for client and/or agency meetings and marketing plans

    Understanding of Clients Business:

    • Manages agency relationships, including deepening existing partnerships with clients and external agencies

    • Develops an understanding of the client's business and their customers

    • Has a good understanding of the customer lifecycle and customer experience

    • Develops and present points-of-view that will help build the clients business and uncover areas of opportunity

    • Stays on top of industry and competitive landscape of the client's products / services

    • Provides thought leadership on internal recommendations, briefs and creative reviews with insights around anticipated client feedback

    • Assists Account Director in writing communication plans

    Creative and Strategy Preparation:

    • Has a good understanding of data driven marketing, profiling and segmentation in order to define and enhance targeting

    • Understands client's business objectives and communicates to the team

    • Support the development of actionable insights based on key learnings on a project by reviewing results reports

    • Writes or supports the strategist in writing of the creative brief

    • Develops testing matrices to support test strategies that roll up into a progressive learning agenda

    • Provides creative teams with all information/assets necessary to kick off projects, including past campaign learnings/results

    Qualifications

  • 4-6 years of experience within an agency environment
  • For Digital/CRM, the Account Supervisor needs to understand Digital Channels (Email, Web, Display and Social) and Print (Letters, OEs) and the different steps within the execution process.
  • Ability to multi-task and maintain a high standard of work within a fast-paced and dynamic environment
  • Strong relationship building skills; good attention to detail and cross-team coordination
  • Proven presentation skills
  • Demonstrated leadership and ability to inspire collaboration and teamwork. Ability to navigate and optimize cross-agency relationships
  • Proficient in Microsoft Office applications such as Outlook, Word, Excel and PowerPoint
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