Client Delivery Manager

Client Delivery Manager

Location: London Salary: Intermediate level
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Role Title:          Client Delivery Manager

Reports To:        Client Manager or Client Partner

Location:            MBH

Date:                  2020


Role Purpose:                                                                                                           

This role involves managing incoming recruitment projects from clients, proposing and selling the best solutions/media options whilst adhering to specific internal processes.

The aim is to increase the mix and use of Penna products and services and provide a first-class customer service through the provision of advice and guidance by acting as the first point of contact between the Agency, External Client and Client Partners.

You will build and maintain excellent relationships across all clients, delivering in line with client specific SLAs and project deadlines.



Key Accountabilities & Responsibilities

·         First point of contact for client’s advertising requirements. Ensuring e-mail and phone communication is promptly responded to.

·         Ensure all orders are processed through the correct channels through our internal systems.

·         Manage incoming recruitment projects from client partners and clients alike to ensure satisfaction delivery from start to finish meeting client expectations.

·         Understand client requests and ensure appropriate solution is adopted.

·         Take telephone briefs for smaller campaigns/basic creative such as copywriting.

·         Ensure all orders have been reviewed to include the most appropriate and suitable digital solution/proposal in Penna’s standard media schedule.

·         Prepare media plans for medium to large recruitment campaigns incorporating other Penna products.

·         Attend external client meetings as and when requested to do so.

·         Identify opportunities and cross sell other Penna services to clients or flag to relevant client partner.

·         Adhere to Client’s Service Delivery Agreements in relation to media contract discounts, production costs and deadlines.

·         Escalate all client issues promptly and take accountability for resolving issues with support.

·         Ensure all invoicing is accurate and finance queries are responded to in a timely manner.

·         Pursue media buying opportunities via negotiation with the media to maximise spot-buying income.

·         Support on any new business requests from other Penna colleagues.

·         Build and develop excellent Client, Penna colleagues and Supplier relationships at all times.



Key Relationships:


Nature of relationship

Client Manager/Client Partner

Direct Line Manager

Other Service Lines and Client Partners

Interaction with other teams:
- Client Partners
- Client Services Team
- Finance Team
- Performance Media Team

External Clients

Media suppliers


Personal Attributes, Skills, Knowledge, and Experience:

Experience and Knowledge

·         Experience in a client focused/customer facing role.

·         Experience in working on recruitment projects

·         A sound understanding of print and online media solutions

·         A good understanding of other Penna services and confidence to upsell.

·         Experience in creating small to medium media plans.

·         Experience in interpreting client briefs and putting in place appropriate solution.

·         Proven ability to spot client opportunities and maximising on these.

·         GCSE’s or equivalent including Maths and English.

·         Proven ability to identify client needs and develop excellent client relationships.

·         Experience of working in a process driven environment.

·         Commercial awareness and understanding of income and profitability.

·         Good knowledge of Microsoft Office suite (Outlook, Word, Excel, PowerPoint).


·         Excellent verbal and written communication skills.

·         Pro-active approach to work.

·         High levels of initiative and independent decision making.

·         Efficient and strong organisational skills.

·         Proven sales skills.

·         Ability to negotiate and liaise with external suppliers.

·         Excellent attention to detail and accuracy skills.

·         Ability to work effectively within a team.



Penna Behaviours

All employees within Penna must demonstrate behaviours consistent with the corporate values; Accountable, Supportive, Collaborative and Inspiring as listed below.



Does what they say they will do

·         Builds open, honest and realistic relationships with customers and colleagues

·         Reliable and acts with integrity

·         Determined and passionate about delivery the best

·         Accountable



Creates an environment where people can give of their best

·         Seeks to understand the needs and concerns of others

·         Creates a learning environment

·         Seeks feedback from other in order to learn and develop

·         Inspires others to achieve their goals



Works as part of one team

·         Pulls together to put the customer first

·         Support colleagues without waiting to be asked

·         Helps others succeed and celebrate their success

·         Actively looks to break down barriers and finds ways to work together



Creates new possibilities

·         Comes to work to make a difference, sets high goals and gives 100% personal energy

·         Believes in what we do and demonstrates this through actions

·         Regularly challenges thinking and is open to new ideas and ways of working

·         Has ambition and confidence to do thinks in new ways and to create and deliver inspirational solutions


 To apply please click here.