Client Account Director

Company Description

Epsilon is the leader in outcome-based marketing. We enable marketing that’s built on proof, not promises. Through Epsilon PeopleCloud, the marketing platform for personalizing consumer journeys with performance transparency, Epsilon helps marketers anticipate, activate and prove measurable business outcomes. Powered by CORE ID®, the most accurate and stable identity management platform representing 200 million people, Epsilon’s award-winning data and technology is rooted in privacy by design and underpinned by powerful AI. With more than 50 years of experience in personalization and performance working with the world’s top brands, agencies and publishers, Epsilon is a trusted partner leading CRM, digital media, loyalty and email programs. Positioned at the core of Publicis Groupe, Epsilon is a global company with over 8,000 employees in over 40 offices around the world and is part of Publicis Groupe which is a French multinational advertising and public relations company and is the oldest and one of the largest marketing and communications companies in the world, by revenue, headquartered in Paris.

For more information, visit http://www.epsilon.com/ or follow us on Twitter @Epsilon_India.

Job Description

To proactively manage the ‘health’ of the clients you are responsible for.

‘Health’ encapsulates everything from day to day delivery, commercial health (i.e. profitability) all the way to the ensuring we can help meet and support the clients need in the future for the solutions that Epsilon can provide.

This role reports to the regional head of Client Services. You will own the overall business and commercial relationship of a defined set of clients. This includes the development and execution of an account plan which will require leadership and orchestration of all supporting entities within Epsilon and potentially externally to successfully achieve the goals and objectives agreed.

Qualifications

• Deep experience of managing data driven marketing strategies / programmes
  • Experience in the implementation and development of such programmes an advantage
  • Deep understanding of 1st Party data preferred
• Experience and knowledge of the technology to underpin data driven programmes e.g. MarTech, AdTech, marketing automation and associated digital media
• Strong cross-functional collaborative leader and “team player”
• Ability to operate at senior levels in a Client organisation
• Ability to drive and contribute to the development of the marketing strategy as well as ensure delivery operationally
• Strong budget management and financial acumen
• Very strong written and verbal communication skills
• Excellent organization and project planning skills
• Problem solving skills with excellent attention to detail

Leadership:

• Drive the development and growth of a top Tier FMCG account across ASEAN and other parts of APAC
• Motivate the account team to exceed the current revenue targets and achieve year-on-year net revenue growth
• Be the point of contact for resourcing needs, risk analysis, leading account coverage
• Be the trusted advisor and go-to partner of your clients and your team
• Ability to orchestrate and influence key stakeholders and teams outside of your direct remit to deliver on your Clients needs
• Optimise company and team processes by keeping abreast of best practices from other teams/the market and implementing those that have the largest impact

Relationship Management:

• Develop strong relationships with senior executives within the client account
• Establish credibility and executive presence
• Understand the client business, objectives, deliverables     
• Act as senior sponsor and escalation point for internal and external parties
• Lead the client strategy reviews, annual and quarterly business reviews

Business Development: 

• Understand and internalise our clients’ businesses, industries, objectives, and competitive edge or value propositions
• Ensure renewal of existing business and identify new revenue streams
• Upsell new revenue within the account.
• Support the pursuit of new customers and sales
• Be accountable for the consistent and quality production of account plans and their implementation
• Keep a pulse on the marketplace to identify opportunities/threats and convey them to the team or management as appropriate
• Identify and forge strategic partnerships as applicable

Operation Management: 
Financial 

• Responsible for achieving revenue and margin targets for each client and the overall portfolio
• Oversee forecasts, billing and profitability reporting of accounts
• Forecast resourcing needs, manage account coverage and assignment
• Demonstrate knowledge of our business, solutions and pricing models
• Flawlessly balance revenue, profitability, contribution margin and client expectations
• Develop and present account plans and revenue forecast / tracking back to senior stakeholders within Epsilon

Productivity 

• Ensure processes are adhered to by your team and defining new processes to drive efficiencies where required
• Work with cross-functional and distributed teams to implement the highest quality and financially sound solutions

Team Management 

• Raise quality standard issues to the appropriate function head
• Manage and inspire team members to continually improve their knowledge and skills as marketing consultants
• Manage career development for team members and ensure the team is effectively trained
• Ensure all account communication with the client are 100% accurate and professional
• Work with the account team to ensure they understand client’s objectives and business
• Work with the team to ensure that all elements of client campaigns including are executed flawlessly including the identification of process optimisation
• Coach team on understanding and managing client expectations

Key performance indicators: 

• Client Satisfaction and Retention
• Revenue Realization and Growth of Clients assigned
• Profitability of Accounts and Team Productivity
• Leadership and Cross-Functional Teamwork
• Team's Quality and On-Time Delivery