ROLE: DELIVERY MANAGER
Location: Remote
Reporting to: CEO
Who We Are
Massive Rocket is a Data & CRM Agency based in the UK with customers in Europe, US and Africa. Massive Rocket helps companies Understand their customers and automate Communications to generate predictable growth. Core Services: CRM Automation, Data & Analytics.
We have an international European team and we work with customers across Europe in Financial Services, Aviation, Music, Media, Streaming and Sports.
What we’re looking for
We are looking for a Delivery Manager to manage and grow our customer accounts and relationships. The Delivery Manager will be responsible for the quality of all client-facing delivery and will also play an active role in business development activities.
The Delivery Manager will be a subject matter expert with knowledge in CRM, CDP, Customer Engagement Strategy and Architecture. The Delivery Manager will be the voice of the customer and own the end-to-end responsibility for the success, client satisfaction and growth of the engagement and account starting from initial meetings and proposal creation to account delivery and growth.
Responsibilities
Client Management
- End-to-end responsibility for the success and growth of the engagement and account starting from initial meetings and proposal creation to account delivery and growth.
- Establishing and maintaining the client relationship standard of excellence for the agency to follow.
- Managing senior client expectations, increasing client satisfaction and engagement.
Delivery
- Designing, deploying and optimizing delivery processes for client services teams
- Determine the strategic direction and tone for all client accounts.
- White-boarding solutions with customers and working with delivery teams to create project proposals.
- Ensuring all work is completed on time, delivered to the clients’ strategy and budget.
- Managing tracking and reporting of performance to uphold team accountability and promote quality of service.
- Working with the delivery team to ensure projects are appropriately staffed and profitable.
New Business
- Identifying, qualifying and developing new opportunities within existing clients to maximize account growth.
- Building relationships, identifying and qualifying new business opportunities.
- Scoping projects with the support of the delivery team
- Creating proposals & Pricing with the support of the delivery team
- Closing Projects and briefing the delivery teams
Team
- Be responsible for well being, training and delivery output of all Client Services departments at massive rocket which includes: CRM, Data & Integration, Project Management, Product.
- Ensure the delivery capacity (including seniority and capability) is finely tuned to match the pipeline of accounts and growth at Massive Rocket
- Working closely with the other Leads at Massive Rocket that span Data, Engineering and Project Management
- Continuous development of internal processes working to optimise quality, efficiency and also client and internal satisfaction levels.
- Be a key figure in the massive rocket leadership team. Regularly taking the lead and initiative on complex projects – leading from the front and then presenting back to the wider Massive Rocket team to share knowledge.
Experience
- 15+ years experience in a client facing role
- Technical Engineering or Technical Marketing Background
- Experience building and growing a services practice
- Experience and expertise in at least 4 of the following areas
- CRM
- CDP
- Consulting / Business Analyst
- Account Management
- Project Management
- Strategy
- Architecture
- Engineering
- Experience managing multiple complex projects
How to Apply
Contact: [email protected]
Please provide: CV + Cover Letter + LinkedIn Profile