Senior Account Manager

About the Role:

We are looking for an experienced Senior Account Manager to take a leading day-to-day role across our STIHL North America CRM business during a 12-month maternity cover. We would expect an office presence in Bristol of roughly twice a month.

This is a hands-on senior client service role, sitting at the centre of a multidisciplinary CRM team and working closely with STIHL stakeholders across the US, Canada and Global organisation.

You will be responsible for ensuring the smooth running of the account, from briefs and campaign delivery through to supporting the delivery of strategic projects, financial management and forward planning - working closely with the Account Director and Business Director on the account.

You will help to connect the client with adm Indicia's specialists across Customer Strategy, Data, Technology, Digital Solutions, Creative and Delivery, ensuring we bring together the right expertise to solve client challenges.

Because the role primarily supports North America, the standard working pattern will be 2:00pm to 9:00pm UK time, allowing significant overlap with STIHL's US and Canadian teams.

Responsibilities

Client Leadership & Relationship Management

- Build strong, trusted relationships with STIHL stakeholders across the US and Canada.
- Act as a key day-to-day point of contact, developing a detailed understanding of client priorities, business challenges and the CRM ambitions.
- Manage expectations proactively and ensure clear, regular communication across client and agency teams.
- Identify potential delivery or relationship issues early and work collaboratively to resolve them.
- Present campaign plans, recommendations and performance outputs clearly and confidently.
- Support alignment between North American activity and relevant Global STIHL initiatives.

CRM Programme & Campaign Management

- Oversee the end-to-end CRM delivery process, from briefing and planning through creative, data, build, QA, approval and deployment.
- Manage CRM activity across channels including email, SMS and automated lifecycle programmes.
- Maintain a clear view of the North American CRM roadmap, priorities and upcoming deliverables.
- Ensure campaigns and projects are delivered to a consistently high standard, on time and within agreed scope and budget.
- Help evolve the programme from BAU campaign execution towards increasingly personalised, automated and lifecycle-led CRM.

Commercial & Financial Management

- Work with the AD and BD to understand and own the day-to-day commercial health of the account.
- Manage budgets, scopes, retainers and project finances.
- Maintain accurate forecasts within Synergist, our agency finance and job management system.
- Work closely with Finance to manage billing, invoicing, revenue recognition and profitability.
- Monitor resource utilisation against agreed retainers and project scopes.
- Ensure projects and campaigns are set up, tracked and reconciled correctly.

Skills and Experience

What We're Looking For
- 5+ years' CRM, digital or integrated account management experience, gained agency-side or within a sophisticated client marketing organisation.
- Strong hands-on knowledge of CRM and lifecycle marketing.
- Experience managing complex email, SMS and automated customer journey programmes.
- Experience working alongside specialists in strategy, data, technology, digital and creative.
- Strong knowledge of CRM/customer engagement platforms to realise value of cross channel platform leading to growth and new opportunities for the account. Iterable experience would be particularly beneficial.
- Experience with agency financial/job-management platforms. Synergist experience would be advantageous.
- A proven ability to manage multiple workstreams simultaneously while maintaining excellent attention to detail.
- Confidence working with senior stakeholders, building long term strategic partnerships and presenting recommendations clearly.

Equal Opportunities

adm-Indicia is proud to be an equal opportunity employer and is committed to creating a diverse environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know.