Senior Client Manager

TN United Kingdom; London; On-site; GBP 125,000 - 150,000; Full time

Job summary

An established industry player is seeking a Senior Client Manager to lead engagement projects and drive brand transformations. In this dynamic role, you will manage multiple workstreams, ensuring excellence in client communication and project delivery. You will be at the forefront of fostering client relationships, spotting new business opportunities, and contributing to financial administration. This innovative firm values diverse perspectives and offers a hybrid working environment, allowing you to thrive while making a meaningful impact in the community. If you're passionate about creating transformative brands and delivering exceptional results, this opportunity is perfect for you.

Qualifications

• Experience in managing small scale brand transformations.
• Confident in running small to mid-sized client relationships.

Responsibilities

• Drive programme planning and management across multiple projects.
• Build and maintain strong client relationships while managing project delivery.
• Contribute to new business opportunities and manage financial aspects.

Skills

Client Relationship Management

Project Coordination

Financial Administration

Brand Transformation

Presentation Skills

Problem Solving

Job description

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Role: Senior Client Manager (internally called Senior Engagement Manager)

Community: Engagement

Type: 18 months FTC, potential to extend / offered permanent

Location: London

Set up: Hybrid working, in the studio 3 days per week, 2 days remote per week

Your community:

We’ve always been ambitious for the work and optimistic for the world, pushing what’s possible, exploring new ways of doing things and using our creativity to make a difference. Our Engagement community helps our clients navigate their points of inflection and turn ideas into reality. We are a team focused on delivering excellence for our clients and their projects, and always with one eye on the future to make the impossible seem effortlessly possible every day.

Your role:

Our Senior Engagement Managers focus is on driving the programme to achieve the impossible. Working across two to three projects with the engagement client lead or principal/executive director in another community who will own the overall client relationship, you will shape a mixture of individual workstreams and overall client programmes.

While providing programme planning and direction, you ensure that you are still able to deliver the fundamentals of financial administration and project and team coordination while beginning to provide an active contribution to new business and fostering the client relationship to provide further work.

We expect you to drive the work by mastering your craft, solving complex problems, taking responsibility for the detail, embracing feedback and constant changes on projects. You are consistently proactive, accountable and responsive, instantly adapting to any situation.

You are responsible for:

Programme planning and management

• Writing complex programmes of work (multiple workstreams, stakeholders and engagement groups)
• Continuing to manage client communication best practice throughout delivery from generating to maintaining time plans, to sharing meeting agendas and writing and following up with meeting notes
• Convincing the client and teams on changes that may need to be made on the programme
• Presenting ‘how we work together’ and the programme of work, as well as managing the agenda for working sessions
• Starting to build a point of view and shape the content of the work being developed
• Embracing client feedback and being a positive voice within the team maintaining morale and motivation

Project coordination

• Running projects from briefing through to delivery
• Managing resourcing needs each week, keeping it up to date and ensuring the relevant parties are informed
• Being on point as main day-to-day contact across delivery
• Managing multiple work streams and client programmes on track
• Providing support to Senior Engagement Director on larger pillar projects
• Supporting the team across communities to deliver the work
• Checking the quality of the work before it goes out

Client relationship building

• Focusing on Senior Brand Managers
• Spotting and acting on new business opportunities
• Working with project leads to form programme farming plan for the year to work towards
• Extending or going deeper into existing business areas director
• Demonstrating financial administrative excellence on projects: this includes reviewing teams timesheets, expenses, managing POs, billing schedules, checking invoices, chasing payment, financial tracking and profitability and revenue recognition
• Anticipating financial issues and shaping solutions together with client leads
• Starting to negotiate tricky financial conversations with clients and procurement, with the support of a client lead
• Managing and inputting into contract negotiations

New business contribution

• When available, managing small to medium size pitches with the engagement client lead or principal/executive director in another community
• Keeping client creds up to date

Engagement and the wider Wolff Olins community

• Being a present and active member in the Engagement and wider Wolff Olins community including:
• Being a positive and confident voice in the community
• Managing specific objectives given by the head of the community
• Starting to have more of a voice within the wider business, starting to share at company meetings and hosting meetings such as MMM
• Advocating for Engagement standards and role within the business
• Managing internal initiatives and events when needed

Our focus on people and the world:

Wolff Olins believes in creating an environment where people can bring their whole selves to work. We are interested in our people having diverse points of view and different perspectives on the world. We set out to equip our people with the knowledge, confidence and tools to do the best work of their lives. Our purpose is to help our people create transformative brands that push businesses, people and the world forward.

Requirements

You will:

• Have experience in managing small scale brand transformations
• Be confident in running small to mid-sized client relationships
• Have a clear understanding of branding and their role in businesses and wider society
• Be comfortable presenting to clients (on and offline)
• Be flexible in how you work, taking a tailored approach to different client needs and team

You should:

• Explore the facts - you like to get to the bottom of the issue. You ask probing questions, understanding the logic behind arguments and seek solutions.
• Create Impact - in person or in writing; you should be persuasive and articulate. You clearly express your point of view. You enjoy presenting and are open in voicing your opinion and challenging others' ideas.
• Show resilience - you are confident in your capabilities and remain calm when working under pressure or with senior stakeholders. You lean into resolving any team or client conflicts showing empathy but putting the work at the heart of what we do.
• Be conscientious - you are meticulous with your work, adhering to processes, and placing emphasis on meeting deadlines ensuring details are right.
• Deliver with intent - you are organised, enjoy making plans and have the ability to prioritise tasks. You flourish in a busy multi-tasking environment and place focus on honouring your commitment.