Account Manager, Client Experience
Location:12 Bishop's Bridge Rd, Greater, London W2 6AA
Reports To: Senior Account Director, Client Experience
The opportunity:
Great Client Experience happens here. We’re proud of it. It’s how we provoke partnerships, it’s how we work best, it’s how we wow. And that’s why we have a small team dedicated to it.
Creating a great experience means that we truly connect with our clients and their colleagues. We build beliefs in people, brands, strategy and creative. We bring them on the journey. We maximise engagement and generate impact. We utilize diverse thinking. We collaborate, we evolve, we solve. We pitch things at just the right level. We make it memorable, and have some fun too.
The recently formed Client Experience department work closely with other teams in everything from new business pitches and strategic workshops, to creative workouts and brand launches, ultimately to push our client’s experience just that little bit further… ensuring we all collaborate in the best way possible.
After a successful year, we’re looking for a new team member to expand our department. This role will support key clients and internal teams, offering varied and dynamic work every day.
About you:
You are a rising star, with experience in client-facing roles but looking for a new opportunity that offers growth both personally and professionally, in a thriving healthcare comms agency. You’re a natural communicator, that loves to build relationships with clients and colleagues, and you like to express your creative flair, or your strategic edge.
You’re not afraid of the unknown, or of rolling your sleeves up. You’re unsatisfied with the status quo, excited at the prospect to build something new. You’re a team player and a self-starter, you find your own energy in getting more from others. You have high standards and a keen eye for detail. You can read a room and think on your feet, you know when to go all out or when to just get the basics right.
About DDB Remedy:
We're a bunch of creative, intelligent, friendly, interesting (and interested) diverse and happy people (and dogs). Surprising and delighting our clients and ourselves is what gets us out of bed in the morning.
We have a simple belief — we make great things happen when we work together. Collaboration isn’t optional for us – it’s essential to a great product. From client workshops through to creative sprints we do our best work when we are together.
We’re one of the leading healthcare creative agencies in Europe and our goal is simple, to improve people’s health and wellbeing. We develop strategic solutions, create identities, produce beautiful content, and create experiences for HCPs, patients, salesforces, and consumers across multiple channels.
Our commitment:
DDB Remedy is an equal opportunity employer. We celebrate individuality and diversity and are committed to creating an inclusive environment and a sense of belonging for all employees without regard to race, age, sex, disability, neurodiversity, sexual orientation, gender identity or religion.
Everyone has the right to be themselves. That’s why we cherish 4 important ‘freedoms’, that protect our rights to be creative, to experiment, to be who we are and to feel included and safe at work. These inform our every word, every action and every result, every day. They are Freedom from fear, Freedom to fail, Freedom from Chaos and Freedom to be.
For us, inclusivity and diversity aren’t “nice-to-have” – they’re central to our business strategy. The more inclusive we are, the more people feel they can bring their whole selves to work, the better our work will be.
We are committed to providing reasonable adjustments for employees with disabilities and for candidates in our application process. If you need assistance or adjustment due to a disability, please contact us.
Key Capabilities:
- Good creative judgement
- Always experience-first
- Ability to manage pressure and deadlines
- Self-starter type, proactively suggests solutions to client challenges
- Develops strong relationships internally and externally
- Always demonstrates teamwork
Responsibilities:
Delivers Great Client Experience
- Supports Client Experience Director and Senior Account Director to facilitate the progress of all experience work:
- Client Events and Congresses - provide end-to-end services from scoping and proposals to event consultancy, aiming to elevate client experience, engagement and improve outcomes.
- Workshops – support workshop design, logistics and facilitation, to address client business challenges, from creative ideation to strategic brand positioning.
- Experience-First Thinking - embody and promote an experience-first mindset within the team and agency, from creative brainstorms and pitches to experience design.
- Able to make a quick positive impression with clients and internal departments/key stakeholders, to enable the smooth running of all experience projects
- Adept at understanding the role of external partners, leveraging their skill sets and capabilities in production and logistics etc where needed
- Possesses a good understanding of healthcare and/or experiential environment and familiar with marketing strategies
- Demonstrates high quality of output and keen eye for detail, with can-do attitude to any challenge
- Able to juggle multiple priorities and deadlines around key events, embracing the challenge that comes with high pressure moments
Always demonstrates teamwork
- Displays positivity and enthusiasm, direction and professionalism in any project or situation
- Seeks creative solutions, inspires creativity and always works to protect the integrity of the creative
- Keeps clear and open communication channels on project work and quickly raises any concerns around capacity or clarity of role
- Maintains boundaries of contribution to each project, ensuring clear roles and responsibilities with broader team and escalating to CED/SAD when necessary
- Understands the financial parameters of the agency and client work, proactively checking with teams on budgets and scoping, to help maximise revenue and limit overspend where possible
- Networks with internal experts and industry contacts to keep informed of trends, ensuring the team can sell-in appropriate skills and tools to bolster experience
- Liaises with Client Experience Director and SAD to ensure that issues affecting client experience are communicated and resolved.
- Helps increase agency visibility by promoting our work, generating buzz, and enhancing our reputation in the community/network.
- Develops their presentation abilities, such as agency team briefings/meetings, and social events where appropriate
- Develops relationships across wider client departments and third parties e.g. congress team, procurement, preferred suppliers etc (with a focus on experience vs production)
Understands our work, our Network and our Clients
- Help generate ‘Experience ambassadors’ across the agency to champion Experience and influence teams.
- Build client confidence by demonstrating an ability to creatively manage and deliver a quality experience.
- Consider client objectives when generating ideas and designs for experience.
- Has thorough knowledge and understanding of agency processes and the time required to complete each stage.
- Acts as an advocate and supporter of DDB Remedy in all interactions with the client or external suppliers.
- Upholds DDB values and positions themselves as an advocate of DDB (and Omnicom Health Group where appropriate).
Position Requirements:
Creativity
- Passionate about creativity and ideas in the broadest sense, has good creative judgement
- Fosters an environment, internally and with the client, in which memorable experiences lead to great outcomes
- Has good creative judgement
- Helps build experience ways of working alongside other team members
Productivity
- Can ensure client experience services are appropriately costed to ensure profitability and billability
- Is solution-orientated and focused on successful results; sees challenges as opportunities
- Remains calm under pressure, does not pass stress on to co-workers
- Has a sense of urgency and knows how to prioritise accordingly
- Has a high degree of accuracy and reliability
Relationships/Communication
- Develops and maintains strong relationships with clients and agency counterparts; has earned their trust and respect
- Persuasive and inspiring presentation, negotiation and writing skills
- Acts as an ambassador for DDB and its culture in and outside the Agency
Knowledge And Skills
- Understands client’s business, brands and category
- Understands processes and tools (including proprietary DDB tools) that make the team more effective, particularly in experience and engagement tools
- Understands all integrated communication disciplines (direct, digital, etc.) and ability to recognise and implement accordingly
- Motivated to always continue learning and sharing knowledge
Flexibility
- To meet demands of the role, must be flexible (potential for travel and time zone coverage), with adjusted hours and TOIL on an ad-hoc basis where necessary (to maintain work-life balance)
Qualifications & Experience:
Desirable:
- Graduate, ideally science, marketing or business related
Essential:
- Minimum 3-5 years in healthcare communications
