Purpose of the role

The Digital Account Manager manages the client needs of the digital team following a thorough project management methodology (analysis – proposal – implementation – reporting) and ensures the client is kept fully up to date with critical activity on the account. In addition they take an active role in developing that relationship by identifying and selling additional services. The role requires the ability to handle a number of projects at any one time as well as being able to respond quickly to client and team requests. The Digital Account Manager is able to understand the requirements and objectives of the team, is proactive and supports the team at all times.

Key responsibilities and tasks

Client Management

• Maintains a consultative relationship with the client, acting as the key contact for all marketing and communications services
• Assists the team with the management of client accounts and projects
• Offers thoughtful advice and recommendations to clients and team regarding digital tactics and online opportunities
• Works closely with the client to regularly review account performance, identifying and communicating opportunities for additional PR, marketing and digital services; including paid activity and creative
• Supports relationships with clients, establishing self and LEWIS as an invaluable longterm partner for digital communications services
• Responsible for maintaining excellent client communication; defining deadlines and service agreements whilst ensuring these are met consistently by the team
• Participates in the business development process by supporting with pitch preparation and research
• Assists with pricing and selling projects 
• Maximises opportunities and outreach to external brands, as well as existing and past contacts, to build new business leads

Digital / Social media

• Takes part in the de analysis of customer communication needs to establish specific digital actions and objective KPIs.
• Intensively monitors the implementation of customer communication actions in the selected digital environments. Worries about fulfilling timings according to the defined strategy.
• Works with the creative content, graphic or development team with the aim of obtaining integrated campaigns and value proposals for current and potential clients. It is responsible of supporting and supplying the team with the client material necessary for the proper development of the campaigns.
• Performs timely and updated monitoring of the metrics obtained in the campaign performance. Reports any eventuality and establishes a first layer of analysis.
• Is responsible for reporting in time to the client all the actions performed, knowing and understanding the metrics obtained and knowing how to contextualize them.
• Ensures that the quality objectives established by TEAM LEWIS are met in any deliverable to the customer and ensure that this material meets the customer's needs.

Team working and development

• Ensures personal and deliverable client objectives are met on an on-going basis
• Accurately reports activity levels and regularly completes timesheets to ensure correct allocation of client duties
• Escalates general new business requests to appropriate team members
• Works closely with line manager to maximise own strengths, improve weaknesses and support individual and team career development
• Sets individual objectives on a daily, weekly, monthly and quarterly basis 

• Line manages junior account team members, including coaching, supervision and assessment
• Regularly attends TEAM LEWIS training sessions and daily press briefings to enhance skills and develop knowledge

Reporting and analysis

• Ensures that all activity and results are reported back to the client, providing insight and analysis across all aspects of the account
• Communicates account performance internally at account reviews and provides strategic advice to the client based on measurable analytics
• Monitors and reports back on account KPIs and ensures accurate reporting by junior team members
• Provides reports to the senior management team on request

General

• Supports the TEAM LEWIS digital and account servicing team on ad hoc initiatives and projects
• Takes a proactive role in promoting the TEAM LEWIS brand, its identity, values and work
• Supports the HR / talent team by promoting both internal and external opportunities at TEAM LEWIS across social media and via the referral scheme
• Contributes and supports the continuous improvement of systems, practices and policies

About you

• Minimum 4 years of digital experience, ideally in an agency environment
• Strong understanding of the digital / social industry and related platforms
• A persuasive and convincing writing style
• Ability to interact confidently with clients at a senior level
• Ability to troubleshoot team and client problem areas – and suggest a remedial course of action
• Creative thinking and an open minded approach
• Excellent time management skills
• Proven competency in managing a varied workload
• Advanced level of Spanish and English

This job description is not intended to be an exhaustive list of the responsibilities for this role. Other responsibilities may be added from time to time. 

TEAM Lewis is an equal opportunity employer. We are committed to creating and fostering en environment focused on equality, empowerment and respect. We strive to create an inclusive workplace that supports and celebrates our diversity. We continue to invest in our efforts to ensure that TEAM LEWIS is a place where everyone can thrive.

At the heart of the business is the TEAM LEWIS Foundation (TLF). A non-profit charitable entity, funded by TEAM LEWIS, the TLF makes grants to support individuals undertaking charitable activities and charitable organisations in achieving their goals. The TLF promotes social, cultural, economic and environmental innovation that benefits society. It aims to strengthen the bonds between the communications industry, businesses, governments and non-profits. Since January 2021, the TLF has now supported over 2,000 causes all over the globe. Community charities are championed by TEAM LEWIS’ employees, who volunteer their time and skills to maximise the grants’ effectiveness