Job Title Digital Account Manager
Salary £neg, depending on experience
Hours Flexible, minimum 30 hours a week on fixed hours and days but these will be arranged with the successful candidate
Start Date September 2017 – sooner if the right candidate is available
Location Our office is based in Bromley, BR2 9DG – 1 mile from Bromley South MLS. The role will be office based with some off-site client meetings
Why you exist To be an integral part of this small team, you will be managing the client experience from the moment their website goes live. This will involve handling all inbound requests for website amendments and liaising with our development team to ensure that they are completed to the exact requirements of our customers. You will be proactively contacting our customers to ensure that we are meeting their expectations, as a minimum, whilst being readily available for our customers inbound enquiries. Responsible for a large portfolio of clients, you will be nurturing on-going relationships as well as being an Ambassador for the Make Me Local brand.
What you will be doing • Ensuring that customers have a positive experience from the point of project completion onwards
• Ensuring customers are retained by Make Me Local and expectations are exceeded
• Carrying out customer service phone calls to establish any concerns or queries
• Answering in-bound customer queries in a timely manner
• Understanding how best to contact individual customers, preferring to phone rather than email
• Co-ordinating customer website change requests with our development team
• Liaising with copywriters to co-ordinate monthly blogs to be writer, approved and published for our customers whilst adhering to our copywriting standards
• Exceeding customer expectations in the delivery of our product
• Identifying and prioritising own tasks
• Delegating appropriate tasks in an efficient manner
• Liaising with 3rd party suppliers
• Maintaining our CRM system, Insightly
• Using project management software, Trello, to track the progress of updates
• Identifying and responding in a timely manner to any issues that may occur
• To build strong on-going relationships with customers and be the first point of contact for Make Me Local
• Arranging and attending client meetings – sometimes out of regular working hours if our clients are only available at these times
• Responding to customer queries, sometimes out of regular working hours
• Identifying clients who may have a need for services that we provide, that they might not yet be aware of
Who you are • Ability to develop strong rapport with varying types of customer
• Passionate about providing exceptional customer service
• Articulate and personable
• Strong attention to detail
• Excellent time management skills and ability to prioritise
• Ability to work effectively to deadlines
• Self motivated, organised and accountable
• Extremely process driven with a strong drive for results
• Works in a well ordered and methodical manner
• To have an active interest in the web development industry
• Strong understanding of the purpose of a website
• Strong communication skills both verbal and written
• Ability to work independently and use own initiative
• A creative eye for digital branding would be desirable
What you hopefully will have done • Working knowledge of the web industry, either Corporate or SME
• A good understanding of SEO and digital marketing
• A good understanding of how social media can be used to generate leads for SME’s

Interested? We certainly hope so….

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“Make Me Local have made me social and I couldn’t be happier. Whilst they do all the hard work they make you feel involved, which is important to our business. Their expertise, knowledge and level of service is amazing but the real bonus is just how friendly, knowledgeable and patient they are! It’s Twitter without the Twit!”
Rhys Jones - Blueberry Pictures

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