Global Account Lead

**ROLE**: Global Account Lead

**LOCATION**: South Africa

**A LITTLE BIT ABOUT THE ROLE**:
We are currently looking for a Global Account Lead, to be the custodian to one of our largest accounts here at MORE, and OLIVER.

This is a Globally recognised, envelope pushing FMCG Brand; and needs an equally on point Lead to work with them.

**WHAT YOU WILL BE DOING**:

- Be the account lead on a global retained account in collaboration with the MORE line management leads, ensuring all internal processes are followed and stake holder requirements met
- Collaboration with internal and external stakeholders to successfully manage retained resource and ensure all team members remain focused on delivering great work and feel supported in doing so
- Help drive an efficient and up to date account on-boarding for all new staff on the account working with the internal and external stakeholders on training required to set up for success
- Ultimate escalation point for the customer for any challenges within your teams. You will need to be a problem solver that deals with challenges with a solution-based attitude, instilling confidence with the customer and moving forward with actionable solutions
- You will be confident & challenge customers, when necessary, whilst keeping a positive relationship. You negotiate to create win-win compromises with your customer on behalf of you team members where needed
- You will ensure each global team always delivers to the expected levels of client service as an oversight role-Identify and implement ways to optimize and streamline the account with a focus on delivery, efficiency and quality (craft) delivery. Identify, manage, and always mitigate against project risks. Offer alternative solutions where needed
- Constantly drive, develop, and optimize all key processes across all retained and project-based work streams
- Help strategically set goals and targets both internally and externally for the year, with clear opportunity tracking and budget management Responsible to drive and increase adoption and growth
- Day to day relationship and Stakeholder Management - develop and maintain strong customer engagement skills (both internally and externally) with the ability to proactively organize and influence customers and build strong and effective working relationships, through clear communication and building trust between yourself and the agency client contacts
- Responsible for Commercial Management across all regional customer Account's - preparation of weekly account reviews, with a focus on Headcount - (current and future), Revenue & cost, Opportunities (pipeline) & Challenges, Customer relationship (RAG status), Team health, Call outs - Highs and Lows & Customer feedback
- Monitor and drive customer satisfaction surveys and account health reviews weekly
- Have high level oversight of teams WIPs and top line knowledge of projects going through the studios, without being involved in the detailed management of projects
- You will ensure each global team always delivers to the expected levels of customer service as an oversight role
- Follow and implement the best practice production and creative process within MORE - ensuring the delivery of projects is to a high, crafted standard -support them to deliver to the expected levels
- Support the business to develop technical excellence within MORE's customers and internally in the department. Looking closely at the Automation offerings that is an important part of this account
- Follow refined processes for IIG and push teams to work to the processes set out but can challenge process to ensure teams are working as efficiently and effectively as possible.
- Ensure administration tasks are maintained according to best practices and of the highest standards
- Align with line managers to review time utilization reports on a regular basis to track and monitor the over and under usage of resources on the Account
- Work collaboratively, motivate, and encourage the closer and wider teams ensuring all team members remain focused on delivering the best work possible and feel supported in doing so
- Keep up to date with industry news, agency case studies and innovations that the customers can learn from/make use on future campaigns

**TEAM DEVELOPMENT & INSPIRATION**:

- Actively participate in the sharing of knowledge and the facilitation of learning within the Studio
- Encourage a great team environment whilst keeping customer centricity at the core of the team culture and values
- Influence and inspire internal team to deliver projects to a high standard including QC
- Manage and supervise direct and indirect reports, harnessing their development and performance in a manner that ensures maximum efficiency
- Manage, oversee and coordinate the sharing of knowledge and the facilitation of learning within the studio. Improving business practices, processes, aid and promote the development of creative ideas and introduce new internal developments/services