Senior MC Account & Relationship Manager

by | Jan 22, 2025

The Company
Our client is a leading full-service marketing agency specialised in digital, face-to-face, retail, tele and data acquisition fundraising. Due to continuous growth, they require a Senior MC (Marketing Company) Account & Relationship Manager join their team in Melbourne. This is an exciting opportunity within a successful company which offers long-term career opportunities and personal growth. This is a full-time position.
  
The Role  
Purpose of the position:
As the Senior MC Account & Relationship Manager, you are a key member of the organisation, responsible for nurturing and maintaining long-term relationships with the company’s most valued clients, the sub-contracted marketing companies and their charity partners in Australia and New Zealand.

In this position, you will be responsible for building a better, more structured service to the Marketing Company client base, overseeing, managing MC performance and results that align with the company’s expectations.

You will work closely with the company’s Customer Accounts teams, the Customer Service and Quality Assurance teams as well as the Marketing internal departments, fostering strong collaboration to ensure outstanding service delivery, efficient issue resolution, and the exploration of growth opportunities. Your skill set will encompass strategic thinking, effective communication, and a customer-centric approach.

About the role
Key Responsibilities:

• Relationship Management
  • Build and maintain strong trusted relationships with sub-contracted marketing companies.
  • Study and observe in person the Company Directors (daily and weekly functionality and needs to best support their endeavours)
  • Regularly meet with the Marketing Companies in person and remotely to ensure an understanding of their business and address any challenges their business may have.
  • Build lateral capabilities at executive level within the company
  • Assist in addressing challenging sub-contracted company requests or escalating issues when necessary.
  • Address alongside the CS team, any contractual breaches at Marketing Company level and or client escalation incidents
• Account Management
  • Act as the driving force in conjunction with Product Consultants (PCs) behind the success of client campaigns, ensuring that they align with the clients’ and company’s goals.
  • Support the client services team and PCs in managing and progressing campaigns for charity partners + sub-contracted marketing companies.
  • Forecast and monitor MCs and the company’s account metrics including all client KPIs to ensure delivery of a successful campaign and align to client targets and objectives.
  • Collaborate with teams to ensure campaigns are executed successfully.
  • Handle multiple clients concurrently, ensuring deadlines are met.
  • Monitor results and success pertaining to campaign management.
  • Host periodical WIP meetings with MCs to ensure regular communication, relationship and success is built and maintained
  • Host and maintain accurate MC agendas, WIPs, minutes and actions for each scheduled call/meetings
  • Support Client Services team & Product Consultants and MC in gaining product knowledge, literature, information flows, and necessary tools to effectively carry out campaigns.
  • Stay knowledgeable about government legislation and its impact on campaigns and the industry.
  • Demonstrate a hands-on approach and understanding of end-to-end operational processes for allocated campaigns and sub-contracted companies.
• Strategic Planning
  • Leadership team to create annual plans geared towards achieving MC pillar strategic objectives and targets.
  • Develop and progress strategic plans to align with the company’s / Clients’ long-term goals.
  • Co-ordinate and host PC calls to help deliver operational and sales success throughout the sub Contracted MC network
  • Conduct regular business reviews with sub-contracted marketing companies and Product Consultants to assess progress and identify areas for improvement.
  • Stay informed about industry trends, regulatory changes and competitors to provide valuable insights and commercial advantages and report to the company’s stakeholders.
  • Monitor, review and improve MC trend in regards to agreements and important KPIs as identified in strategic plans
  • Co-ordinate and host alongside the PCs the PC and MC face to face meetings
  • Explores revenue raising additional opportunities with in the industry
  • Oversees, manages and reports on the company’s MC targets
• Reporting and Analysis
  • Track and analyse key performance metrics to assess account health and overall team performance.
  • Provide regular reports and updates to senior management on account status, challenges, and opportunities.
  • Maintain accurate records pertaining to sub-contracted calls and meetings.
  • Generate weekly/monthly reports for sub-contracted companies, clients, management, and other stakeholders.
  • Recommend strategies and convey campaign and sub-contracted marketing company director challenges and goals to the business unit.
  • Communicate with key organisational representatives and senior management as required.
  • Clearly communicate the progress of monthly/quarterly initiatives to both internal and external stakeholders.
  • Be the voice of the MC pillar to ensure all third party and the company
• Attrition & QA Management:
  • Work alongside the CS&QA Man to interpret, understand and track the attrition performance of subcontracted MCs
  • Work closely with the company’s Marketing internal team and Marketing Companies to put in strategies to achieve the desired metrics set in partnership with the charity partners.
  • Conduct regular meetings with the CS & Client Account Team to review attrition results.
  • Present findings and recommendations during WIPs with the support of the company’s objectives
  • Ensure any gaps identified from annual audits and bridged and filed in support of the CS and QA team
• Cross-Department Collaboration
  • Collaborate closely with third parties, PCs and internal teams / departments, including customer service and business development to ensure consistent MC experiences.
  • Facilitate effective communication and information sharing between departments to enhance overall client satisfaction.
  • Collaborate with the Business Development (BD) team to approach prospective new MCs and onboard new MCs while identifying opportunities to grow business with existing clients.
  • Collaborate with the BD team to identify growth opportunities within the assigned territory.
  • Onboard new sub-contracted companies and satellite offices.
• Escalation Point
  • Act as an escalation point for all MC-related matters, both for PCs and and sub- contracted marketing companies, that is high level
  • Oversee and manage the company’s Guideline expectations alongside Marketing Service agreements and campaign orders
  • Act as an escalation point for resolving complex client issues and ensuring timely resolutions.
  • Address concerns and challenges promptly and effectively to uphold strong relationships and ensure successful outcomes.

If you would like to look at our other unlisted roles, you can find them at: https://gatewaysynergy.com.au/careers/ 
 
You must submit a CV on application prior to a phone call with Anastasia on 0485 835 307 or Wiliana on 0482 074 845
 
 
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