About this role
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.
- 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.