Client Account Manager at Inmar, Inc. in Winston Salem, North Carolina

Job Description:

Position Summary:

The Account Manager, Digital is responsible for ensuring excellent service delivery of our digital programs to their assigned clients.  Typical duties include working directly with retail client(s) to support their existing digital programs, as well as implementing newly sold opportunities.

The Account Manager will regularly collaborate with internal teams and clients to keep abreast of concerns or issues and work as a problem solver.  As needed, they will consult with sales and technology teams on service delivery needs and process improvements. 

Primary Accountabilities:

Project Management (70%)

• Build and execute an operational plan to deliver outstanding client experience while creating capacity for business growth, development, continuous improvement and meeting client contract SLA requirements. 


• Respond to client's requests and inquiries in a timely manner and develop proactive communications to establish a strong collaborative relationship; proactiveness and responsiveness are essential to this role.


• Drive the successful implementation and execution of varied programs, campaigns, and projects; maintain program integrity upon launch; attention to detail is essential to this role.


• Track statuses of current programs meeting timelines for each at various stages of development; plan for future programs to ensure timelines can and will be met; organization is essential to this role.


• Collaborate with cross functional teams internally and externally to ensure excellent execution and customer experiences; work with teams to continuously optimize processes and customer experiences.

Strategic Development (10%)

• Develop overall knowledge of client’s business including in-depth knowledge of merchandising plans, digital engagement, and digital rewards.


• Stay updated on existing services, latest developments in the business, and the digital landscape, and how those impact delivery and how new ideas could increase client/customer satisfaction.

Analytics (10%)

• In coordination with assigned retail client, develop and manage effective and efficient program ROI.


• Develop metrics and measures to help quickly access the relative success or failure of programs, and the overall success of the program to the client.


• Track performance of historical and live campaigns.


• Share insights with internal business partners for contribution to the greater strategic plan

Technical (10%)

• Liaison with internal teams to assist in executing technical solutions for client’s business challenges


• Leverage technology, continuous improvement and transformational change initiatives to optimize business processes.
  
  
  
  • Assist in development of automated solutions to improve efficiency, productivity and customer satisfaction.
  
  
  
  

Required Qualifications:

• Bachelor’s Degree in Business or a related field; MBA preferred


• 3-5 years of experience in Retail and/or CPG industry; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position


• Knowledge of digital promotions preferred


• Ability to professionally handle client issues and maintain good business relations


• Ability to communicate, cultivate relationships and partner with various internal customers and external stakeholders


• Ability to learn and understand common retailer metrics at all levels of retailer business hierarchy


• Proficiency in Microsoft Office and Google Suite of products

Individual Competencies:

• 
  Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.


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  Effective Execution: Translates broad conceptual understanding of the company's strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.


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  Strategic: Effectively determining the big picture or specific and connecting ideas/thoughts to an outcome for successful planning and execution.


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  Integrity: Gains the trust of others by taking responsibility for own actions and telling the truth.


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  Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.


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  Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.


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  Innovative: Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures or technologies.


• 
  Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.


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  Analytical and Critical Thinking:  Ability to tackle a problem by using a logical, systematic, sequential approach.


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  Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.

Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

While performing the duties of this job, the associate is: 

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.


• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.


• Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.


• Occasionally required to view items at an extremely close range and must be able to adjust and readjust focus.

Occasionally: Job requires this activity up to 33% of the time

Frequently: Job requires this activity between 33% - 66% of the time

Regularly: Job requires this activity more than 66% of the time

Safety:

• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.


• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.


• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information and achieve results.


• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.


• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.

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