Senior Client Services Account Manager

REAL Fundraising | B Corp; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

REAL Fundraising Ltd. is a leading charity fundraising and ethical marketing company based in Docklands near Canary Wharf. This senior client-facing role sits within our Client Services team and acts as the primary escalation point for a portfolio of charity brands.

You will also line-manage an Account Manager to ensure proactive, consistent client support daily. Reporting to the Director of Client Services, you will own campaign invoicing, data reporting and collaborate with Finance and the

Qualifications

• Proven experience in account management at a senior or team-leading level.
• Experience coaching or mentoring junior team members.
• Confidence working with invoicing, campaign financials and data reporting.
• Excellent computer skills (Google suite, Excel, Word, Canva, Slack, Zoom and Email).
• Strong attention to detail and a high level of accuracy under pressure.
• Strong organisational & analytical skills.
• Excellent time-management skills, with the ability to prioritise across multiple client portfolios.
• The ability to meet tight deadlines and maintain a busy schedule.
• The flexibility, adaptability and confidence to communicate effectively with people at all levels across multiple organisations.
• A forward-thinking, proactive approach in all areas, with the confidence to identify and resolve issues before they escalated.

Responsibilities

• Senior client liaison and main point of escalation for a portfolio of charity clients.
• Line management of an Account Manager, including day-to-day support, workload oversight and development.
• Ensuring all clients are managed proactively and consistently on a day-to-day basis.
• Ensuring a speedy response to any queries or requests from clients.
• Campaign set-up meetings, review meetings and end-of-campaign review meetings.
• Overseeing complaints and mystery shops and providing KPI analysis to ensure the best performance for our charity clients.
• Ownership of campaign exports and invoicing for your client portfolio, working closely with finance to ensure accuracy and timeliness.
• Lower-level data management and reporting both for clients and for our Subcontracting partners requests.
• Liaising between the REAL Admin team and charity clients to ensure sufficient branded materials are on order.

Skills

Account management

Team leadership

Invoicing

Data reporting

Google suite

Excel

Attention to detail

Time management

Stakeholder communication

Proactive problem-solving

Tools

Google Suite

Excel

Word

Canva

Slack

Zoom

Email

Job description

This is a senior client-facing role within our Client Services team. You will act as the primary point of escalation and senior liaison for a portfolio of leading charity brands, while also line managing an Account Manager to ensure every client is supported consistently and proactively day to day. Alongside client and people management, you'll take ownership of campaign invoicing and data reporting, freeing up capacity within our AI, Data and Projects function to focus on long term projects and the business critical technology function.

You will report directly to the Director of Client Services.

Based in Docklands near Canary Wharf, REAL Fundraising Ltd. is a two times Business Culture award winning, industry leader in face-to-face fundraising and ethical marketing and has been at the forefront of providing an ethical, quality approach towards fundraising for the past 17 years. The only face-to-face fundraising company in the UK to hold the prestigious B Corp certification for ethical standards in business. With an average client retention of 7 years REAL Fundraising clients include household UK charity names such as Teenage Cancer Trust, NSPCC, Centrepoint, Prostate Cancer UK, Alzheimer's Research UK, Children's Hospices across Scotland, Age UK, Barnardo's, Felix and Helen & Douglas House.

The successful candidate must have:

• Proven experience in account management at a senior or team-leading level, preferably within the charity or F2F fundraising sector
• Experience managing, coaching or mentoring junior team members
• Confidence working with invoicing, campaign financials and data reporting
• Excellent computer skills (specifically in the Google suite of products, Excel, Word, Canva, Slack, Zoom and Email)
• Strong attention to detail and a high level of accuracy under pressure
• Strong organisational & analytical skills
• Excellent time-management skills, with the ability to prioritise across multiple client portfolios
• The ability to meet tight deadlines and maintain a busy schedule
• The flexibility, adaptability and confidence to communicate effectively with people at all levels across multiple organisations
• A forward-thinking, proactive approach in all areas, with the confidence to identify and resolve issues before they escalated

Duties to include:

• Senior client liaison and main point of escalation for a portfolio of charity clients
• Line management of an Account Manager, including day-to-day support, workload oversight and development
• Ensuring all clients are managed proactively and consistently on a day-to-day basis
• Ensuring a speedy response to any queries or requests from clients
• Campaign set-up meetings, review meetings and end-of-campaign review meetings
• Overseeing complaints and mystery shops and providing KPI analysis to ensure the best performance for our charity clients
• Ownership of campaign exports and invoicing for your client portfolio, working closely with finance to ensure accuracy and timeliness
• Lower-level data management and reporting both for clients and for our Subcontracting partners requests.
• Liaising between the REAL Admin team and charity clients to ensure sufficient branded materials are on order