The Diligent team is rapidly expanding and we are looking for an experienced and talented account manager to join us!
We are looking to expand our Account Management team, with the intention of separating the ongoing love and attention we lavish on our retainer clients. You would take ownership of about ten accounts, each paying for between one and three days work per month.
At a basic level, you will be servicing their requirements. Beginning with a call at the start of each month, you will discuss the client’s priorities before scheduling the work with our design and development teams. At the end of each month, you will send them a detailed report of all work undertaken and hours used.
However, we are looking for someone who is eager to go above and beyond. Retained revenue is the backbone of our business, so we needed our clients to feel valued and cared for. This will involve making proactive suggestions on what they could do each month to improve their site and conversion. For example;
- Keeping an eye on site performance and analytics, and raising issues as soon as they arise
- Keeping track of successful features and functionality you have implemented and making recommendations
- Making an effort to stay in touch or suggest face to face catch ups outside the scheduled calls.
As an agency, we specialise (though not exclusively) in delivering eCommerce solutions to brands in the fashion and luxury sector, so knowledge of eCommerce and experience in the related technology is a must. This would include content management systems, payment gateways, hosting solutions, domain management and integrations with third-party software such as WMSs, ERPs, etc. Our Account Managers need to be beacons of authority to their clients, as it is them who helps to steer the client’s websites in the right direction. While it’s our developers who do all the heavy lifting, they don’t work in the same office, so a proper appreciation of all the technical stuff is imperative.
You would be expected to manage around ten clients – some of whom only pay for one day’s work, others for two or three – so you will need to be on the ball when it comes to prioritising work and managing your own time.
Broad interest and knowledge of eCommerce, retail and fashion will be vital in winning the trust of your clients and helping them make the right decisions.
Excellent communication – both written and spoken – is paramount. You should be comfortable in explaining complex concepts to a non-technical client, as well as writing detailed functional specifications for our development team.
You would need to know your way around an eCommerce CMS. Magento would be ideal, but anything like Shopify and WooCommerce would be more than sufficient. The important thing is for you to be the first line of defence when clients need help editing products, importing CSVs, updating tax rules and shipping rates and all the other day to day demands of managing an eCommerce website.
This is very much a customer facing role, so you should be approachable, affable and always ensure that your client feels like they’re in a safe pair of hands.
- 25 days holiday (plus bank holidays)
- Cycle to work scheme
- Breakfast provided
- Monthly training budgets
- Monthly ‘Lunch and Learn’ sessions
- Half day holiday for your birthday
- WFH options
- £500 ‘celebration bonus’ from the company (to mark those big events in life!)
- Access to ‘Perks’ platform
Interested? Click here to apply through Workable
(Please note that we are only accepting applications through Workable at this time. Thank you for your cooperation)