Title: Client Relationship Manager (Flagstaff, AZ)
Reports to: Co-Founder
Employee type: Exempt (Salary)
Date created: 11/27/17
About MAKA Digital:
MAKA Digital is a boutique digital marketing agency. Our paid media office based in Flagstaff, AZ is growing and looking for a Client Relationship Manager. MAKA Digital's purpose is to deliver aggressive revenue growth for clients through the following vehicles:
- Seeking inspiration – when we are inspired as individuals, we are creative, we are solution-based, and we are primed for putting out exceptional work. MAKA is committed to sponsoring time to learn new things, taking care of ourselves and our families, exploring passion projects, and connecting with each other.
- Creating inspiration – Simply stated: we don’t put out work that we ourselves don’t think is really fucking cool.
- Elevating inspiration – our clients and the brands we work with are doing epic shit. What a privilege it is to play a role in igniting consumers’ passion points with the products our clients bring to the marketplace. We aim to elevate it by the marketing channels and messages we touch. Similarly, we aim to elevate each other, industry friends we come in contact with, and those we seek to give back to.
- Creating to our highest potential – Uncomfortable is the new comfortable for all that work within MAKA. We say the hard things, we ask the rookie questions, we do the things we don’t want to do, we lean into the uncomfortable, we take risks.
- Actionable – everything we do has to be easy for our clients and internal teams to understand and execute on. We don’t live in the space of philosophy, esoteric thinking, big ideas that go nowhere, and heady blocks of text that are painful to consume. Individually, we take on the responsibility of making things understandable and easy to execute on for clients and internal teams.
Job Overview:
The Client Relationship Manager will be a key member in facilitating the agency’s growth to the next level. This person will directly manage relationships with our key clients and act as the liaison between clients and our internal team of digital marketers. They are responsible for ensuring tasks, strategies and projects are being executed on-time and above and beyond client expectations. Success in this role will be determined by simply by two things... "is our client so happy with us that they treat us as part of their team," and, "are we internally delivering to our highest potential?" Your role will be to call BS when either of these are being under-delivered.
They are responsible for maximizing client satisfaction, client revenue, and client profitability.
This role is a key player in the growth of the agency. For the right person, there is a strong upward career growth trajectory and unlimited performance-based salary potential. Base salary is dependent upon experience + bonus potential based on client retention, client satisfaction, and ability to sell our services if desired.
Job Duties:
Maximizing client revenue growth & profitability
- Create and disseminate weekly and monthly performance reports to clients. (More details in Client Satisfaction section.)
- Paid Search & Display:
- Partner with the internal team of digital marketers to collaborate on strategies and tactics that best serve your clients.
- Stay on the cutting edge of industry trends, tools, methodologies and tests to continually improve results for clients
- Conduct weekly internal meetings to manage workflow, get updated on performance, understand obstacles and strategize with the team on ways to overcome them
- Ensure ad spend is being managed to the client’s designated ROAS and/or dollar budget weekly, monthly, quarterly, and yearly. Proactively and immediately communicate any shortfalls or overages in ad spend to MAKA partners.
- Facilitate creative request process with clients no less than 12 business days in advance of needing creative
- For multi lingual campaigns, manage ad copy translation process for global non-English speaking regions.
- Collaborate with client’s internal teams to maximize campaign performance.
- Social Media Ads Management:
- Partner with the internal team of digital marketers to collaborate on strategies and tactics that best serve your clients.
- Stay on the cutting edge of industry trends, tools, methodologies and tests to continually improve results for clients
- Conduct weekly internal meetings to manage workflow, get updated on performance, understand obstacles and strategize with the team on ways to overcome them
- Ensure ad spend is being managed to the client’s designated ROAS and/or dollar budget weekly, monthly, quarterly, and yearly. Proactively and immediately communicate any shortfalls or overages in ad spend to MAKA partners.
- Facilitate creative request process with clients no less than 12 business days in advance of needing creative
- For multi lingual campaigns, manage ad copy translation process for global non-English speaking regions.
- Collaborate with client’s internal teams to maximize campaign performance.
- For multi lingual campaigns, manage ad copy translation process for global non-English speaking regions.
- Collaborate with client’s internal teams to maximize campaign performance.
Client satisfaction
- Respond to emails from clients same business day during business hours and by 10am AZ the next business day for after-hours emails
- Communicate via the appropriate medium for each client’s preference and message.
- Schedule, prepare for and lead weekly and monthly calls with clients and internal teams to communicate performance, actions for the next time period, and any obstacles MAKA needs the client’s help overcoming.
- Deliver insightful weekly, monthly, quarterly, year-to-date and special campaign reports (additional frequency as dictated by account manager) to clients. Partner with internal teams to ensure reports address:
- Performance against client and/or MAKA appointed goals
- Performance against last year
- Performance for special promotions, client initiatives, MAKA initiatives, and A/B tests
- Client-friendly language explaining why performance is exceeding or falling short of goals and last year
- What is being done about shortfalls
- Additional opportunities to grow revenue and/or save costs
- Key Insights or learnings from performance that impact other digital marketing channels or online behaviors
- Key Insights & Analysis of consumer behaviors once they’ve entered the Client website from paid media channels.
- Provide opportunities for new ad types, channel growth and emerging industry trends Client may benefit from piloting.
Innovation, Thought Leadership, Creating/Seeking/Elevating Inspiration:
- Spend up to 30 minutes per week (more with approval of MAKA) consuming industry knowledge (blogs, whitepapers, webinars) and share what the industry is talking about with the team. Do so in at least two team calls per month (calls held weekly).
- Create at least one blog post per month about any digital marketing topic you choose. Want to do more? Go for it!
- Assist in the planning, research and execution of MAKA sponsored workshops.
- Assist in the planning, research and execution of new MAKA revenue streams
Business Management:
- Attend and actively participate in weekly team meetings
- Attend and actively participate in weekly 1:1 meetings
- Host and lead client meetings
- Attend industry conferences as approved by MAKA partners
Desired Experience and Qualifications:
- 3-5+ years of digital experience required
- Digital Marketing experience is required. You have some hands-on experience in at least one of the following areas: SEO, SEM/PPC, Display, Affiliate program management or Paid Social Ads. This is a non-negotiable.
- Relationship management experience a must; agency experience is a big bonus
- Project management experience
- Well versed in Excel and Powerpoint
- Ability to communicate well orally and in written format
- Analytic and critical thinking is essential
- Pleasant, friendly, easy to like
- Strong rapport building skills
- Trustworthy
- People person
- Sales experience is a bonus.
Sounds like your perfect fit? Send your resume to hello@makadigital, subject line "Client Relationship Manager" and let's talk!
