Customer Service Manager jobs in United States

London, United Kingdom

Department: PR & Influence
Location: London (Sea Containers)
Contract type: Fixed term (12-months)
Full Time/Part time: Full Time
Reporting into: Business Director/Client Partner

About Ogilvy:

Ogilvy UK has been creating iconic ideas that deliver impact at scale for clients ever since David Ogilvy founded the company in 1948. Ogilvy UK specialises in bringing together brand advertising, customer experience marketing, PR, influence and consulting, all fuelled by Behavioural Science. Our world-class award-winning creative campaigns deliver solutions for clients including Sainsbury’s, Argos, Mondelēz International, Unilever, TK Maxx and Pernod Ricard. In 2023, Ogilvy UK celebrated their75thanniversary and was the most awarded agency in Europe. Ogilvy is home to the largest influencer marketing practice globally, and hosts the world’s biggest festival of behavioural science and creativity,Nudgestock– now in its12thyear.

The Role:

We’re seeking an experienced and enthusiastic Account Manager with consumer technology communications experience to join our Consumer PR team.

You’ll manage day-to-day work across a large tech account, primarily leading the hardware (phones, watches, buds) press office; developing and executing creative campaigns and events; and building strong relationships with clients, internal teams and media. We’re looking for someone who champions diverse thinking, is passionate about creativity and innovation, has a strong interest in technology and AI, and is committed to delivering strong results for clients.

In this role, you’ll work closely with clients to understand their goals and develop impactful consumer campaigns, creative press office work and strategies that align with their vision.

Responsibilities include proactive and reactive media relations, managing news announcements, product launches and product seeding programmes, overseeing a busy press inbox, and advising clients on media strategies and opportunities.

The ideal candidate will have a proven track record working with consumer technology brands, experience managing press offices, complex campaigns, PR retainers, and managing junior team members.

Excellent communication, interpersonal, organisational and project management skills are essential, as is the ability to think creatively and contribute innovative ideas for client success.

This is an exciting opportunity to join a dynamic agency and talented team.

Key Responsibilities:

• Manage the client account’s hardware press office, overseeing day-to- day requests from the client spanning product announcements and seeding, proactive and reactive media relations, research and coverage tracking.
• Oversee a busy press inbox, fielding and responding to inquiries from the UK national, consumer and trade press.
• Maintain a finger on the pulse of the news agenda, particularly within the tech, AI, political, lifestyle and cultural spaces, to drive compelling client communications tactics.
• Build and maintain strong relationships with key journalists across UK national, technology, trade, B2B and consumer lifestyle media, as well as with relevant creators. Instil a focus on media and creator relationship-building in junior team members.
• Build and maintain strong relationships with clients, serving as their primary point of contact and source of advisory for the hardware press office and anticipating their needs.
• Write compelling press releases, briefing notes, messaging, Q&As, statements and pitches that fit the clients’ tone of voice and ladder up to agreed communications strategies.
• Collaborate with cross-functional teams, including creative, strategy, analytics, and influence to manage and execute multi-channel consumer PR campaigns.
• Monitor and analyse campaign performance through platforms including Onclusive and Signal AI, using data to inform decision-making and optimise campaign effectiveness.
• Stay up-to-date on industry trends, best practices, and emerging technologies - particularly the use of Generative AI - sharing insights and recommendations with clients and internal teams.
• Mentor and develop junior team members, providing guidance and support.
• Support senior team members with planning, including providing background research and media landscape expertise.
• Ensure compliance with internal processes and procedures, including timesheets, invoicing, and project management tools.

Requirements:

• At least one year’s experience at Account Manager level
• Well-connected, with a passion for all things technology and consumer PR
• Strong understanding of the consumer media landscape, including new trends and social media, and ideally creators
• Strong writing skills with experience creating toolkits, press releases and compelling media pitches
• Experience working with consumer technology brands, media relationships spanning national, tech, trade and lifestyle press, and ideally with creators
• Experience managing press office retainers and large-scale PR campaigns
• Excellent communication, project management, and organisational skills
• Experience in a fast-paced agency environment is preferred
• Demonstrated experience in building consistently productive relationships
• The ability to remain optimistic under pressure
• Strong experience in key stakeholder management
• A creative outlook with the ability to achieve the full potential from projects, keeping abreast of and utilising new industry developments and technology.

How we help you Thrive:

• 25 days annual leave + 1 Volunteer Day
• Enhanced Maternity, Adoption and Shared Parental Leave
• We have a Flexible Working Model with core working hours: 10am – 4pm
• Wellbeing and Health: Up to £25.00 per month towards physical or online exercise class membership, Unmind membership, LifeWorks tool and annual eye tests and development budgets and Wellbeing incentives and activities throughout the year
• Season Ticket Loan and Cycle to Work Scheme
• Life Assurance

Our ambition is to attract the very best diverse talent to Ogilvy, and to be the employer of choice in the UK. We want everyone to feel welcome when they join us, and once they’re here, for them to want to stay with us, grow their career, and to feel they belong with us.

We are an equal opportunity employer and we’re committed to creating an inclusive, welcoming environment for anyone who wants to work at Ogilvy. We believe that for creativity to flourish, everything about how we work must have diversity at its core. Your race, colour, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability, or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know and we will do everything we can to accommodate.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

We aim to facilitate an accessible and positive application experience for all candidates. If you require any adjustments from us to support you through the process or expect to require any adjustments to working conditions to be able to best perform in the role, please let us know. We are happy to consider all reasonable adjustments.

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