Account Director (Employee Engagement)

About Emperor For great ambitions

Emperor is here to turn ambition into success through the power of clear, confident and consistent communications. Working together, we help our clients to connect and engage with their stakeholders and audiences, so they can achieve great things. Whatever our clients' ambitions, and wherever they are in the business lifecycle, we're focused on offering them strategic expertise, outstanding creative and the very best client service.

Our evolving story

We were founded in 1996 by two people working from a shared office, equipped with an Apple Mac and some great ambitions. Today we're the one of the UK's largest corporate communications agencies. We've grown to employ over 300 diverse, talented and experienced people across a national and international network. In 2020, we became employee owned - a decision rooted in the success of our collaborative and inclusive culture.

What we do and how we do it

Our strategic and creative teams bring insight, communications, stories and messages to life to turn our clients' ambitions into reality. We are experts in reporting, brand, employee experience and sustainability. We create multi-channel content that drives reporting, messaging, marketing and campaigns to deliver a truly integrated experience for our clients' stakeholders and audiences. Our services include everything from digital to print, film and presentations.

The role The role of the Account Director is to work across a diverse portfolio of clients, delivering integrated and strategic employee engagement and culture communication programmes of work. You will build strong and strategic relationships with your clients and engage our internal teams to ensure impactful and effective creative solutions are being delivered seamlessly. You will work with our print, digital, design, brand and specialist teams to deliver creative and innovative solutions across your accounts.

RESPONSIBILITIES

You will own the client relationship and have full accountability for three areas:

1. Client service - Emperor prides itself on its client service and it is a key reason why clients choose to work with us. You will be pro-active and personable in the way you work with clients and colleagues. You'll understand your client's business, building strong trusted relationships across the board. You'll be clear and collaborative in your communication style, instinctively picking up the phone rather than relying on email. Delivery alone isn't enough; you'll build relationships that will mean our clients will want to work with us again and again.
2. Project Lead and Programme Director - exceptional clients will demand exceptional delivery skills. As a senior member of the team, you will be expected to lead showcase projects which demand hands on involvement from an experienced member of the team. You will also be expected to act as a Programme Director, ensuring different work streams dovetail effectively and taking ultimate responsibility when overseeing the work of individual account/project managers. Leading the internal team is also an important part of the role.
3. Commercial success - a strong commercial awareness is critical to the role. Our client service team are at the forefront of scoping and pricing and are accountable for delivering projects profitably. Having the confidence to talk about budget issues with clients is essential.

KEY RESPONSIBILITIES

1. Client service

• Be a strategic partner and safe pair of hands for your clients, building a deep understand of the client's business and their sector.

• Provide a strong management approach, giving strategic advice as regards the project delivery.

• Proactive approach to relationship building,

• Providing an exceptional client experience, anticipating their needs, clear on-going communication and sound judgment across all elements of the project

• Always be pro-active and one step ahead of the client, advising of opportunities and/or risk associated with any elements, always focused on finding solutions

• Flexible approach and attitude when challenged by clients or situations

2. Project Lead and Programme Manager

• Management of delivery process from kick off to completion

• Programme direction, providing lateral thinking and planning as required

• Lead our internal team, provide necessary information in summary form, engage and inform team at regular intervals

• Ensure your team is providing accurate and timely documentation both internal and external (status reports, agendas, contact reports etc)

• High standard of attention to detail; requirement to check work as senior on the project

• Attend all reporting needs

• Create and manage project timelines

• Manage resource effectively, communicating any change to the planned resource in good time

• Production liaison/briefing/management

• Lead and coordinate on new business and client development proposals, presenting as part of the key account team where necessary

3. Commercial success:

• Full commercial responsibility and financial accountability across your accounts

• Oversee project scoping and planning, briefing, resourcing, forecasting, delivery and invoicing ensuring work is produced on time, to brief, on budget, to required profit margins and that the client is happy.

• Ensure accurate and up to date short- and long-term forecasting on all your accounts

• Ensure that your clients are on track to meet their monthly revenue targets, invoicing through the month and managing WIP on your projects

• Ensure you and your team are profitable on your projects and proactively address any issues before there is any margin impact

• Maintain accurate and timely management data on all your accounts, and report regularly on progress

Skills, knowledge & experience:

• Extensive expertise in employee communications and engagement, with a minimum of 8 years' experience in communications, spanning multiple sectors.

• Ability to truly listen to clients, challenge where appropriate and manage their expectations - a diplomat with strong EQ/client empathy skills.

• Mature leader, personable and enthusiastic team lead with energy, stamina, drive and intelligence, with strong (proven) ability to bring a multidisciplinary team together

• Collaborative and team-player with the ability to build strong relationships and adapt style to be equally effective, persuasive and influential across range of partnerships and projects.

• Attention to detail, ability to see the big picture and act/prioritise accordingly: able to simplify complex tasks into actionable activities for a team.

• Excellent communicator both verbally and written - ability to present with confidence.

• Ability to manage clients and projects under pressure and manage up as well as down when appropriate.

• Highly financially literate and an appreciation of how to present financial information to stakeholders

• Resilient, passionate, accountable, energetic and hungry. A positive driving force within the business - with strong business acumen and commercial awareness.

• Embodies and demonstrates Emperor's Values - Aim High, Creativity Everywhere, Infectious Enthusiasm, Always Learning and Razor Sharp

KPI's:

1. Client service

• Strong client relationship, 100% client retention

• Maintain highest levels of service throughout your account and delivery teams.

• Ensure the client is happy with scores of 4 or 5 on client satisfaction survey.

2. Project Lead and Programme Manager

• Deliver projects smoothly

• Manage integrated workstreams to ensure a consistent standard and approach

• A happy and engaged internal project team

• Strong resource management

3. Commercial success:

• Create accurate proposals using fee calculator and SOW documents, sharing with senior managers for approval where appropriate

• Management of scope, projects delivered within budget

• Strong management of account forecasts (short and long term)

• Active client development plan.

• Strong engagement and active on new business pitching

4. Culture:

• Demonstrate and be recognised for living the Emperor Values via 360 feedback, pitch feedback and client satisfaction surveys.

As an employer, we are committed to ensuring the representation of people from all backgrounds regardless of their gender identity or expression, sexual orientation, race, religion, ethnicity, age, neurodiversity, disability status, or any other aspect which makes them unique. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.