Senior Account Manager

Position SummaryThe Senior Account Manager is responsible for the retention and growth of assigned customer accounts within Cendy’s eCommerce division. This includes digital creative, website and digital media services that drive direct bookings for our customers. The primary focus of the role will be to manage customer relationships, providing strategic guidance, and overseeing day-to-day fulfilment of eCommerce services. In addition, this position will work closely with cross-functional team members to introduce Cendyn’s products, ongoing training, and being the customer advocate to ensure alignment of organizational goals with customer needs.The role requires proficiency in digital marketing and website management tools, project management, relationship development, commercial acumen and team supervision. An interest in hospitality space is crucial.Key ResponsibilitiesManage and Grow Client RelationshipsIdentify and maximize opportunities to build long term, mutually productive relationships across all levels of the client organizationOptimize renewal rates and expand revenue through thoughtful recommendations and rigorous implementation of an account planBe a client advocate to ensure understanding and alignment between client and Cendyn prioritiesIdentifying, resolving, and/or escalating potential issues to offer a seamless, world-class client experienceManage the efficient and effective delivery of eCommerce Initiatives and ProgramsUnderstand and manage client expectations for budgets, scope and scheduleOversee marketing retainers and the delivery of contracted scope of work for assigned accounts, closely collaborating with cross-functional teams such as media planning, buying, creative and web development to ensure on time delivery according to defined strategy and service expectationsBuild and communicate high quality digital marketing campaign and project briefs based on thorough understanding of client needsOwn the analysis and communication of results and actionable insights to clientsOwn the final quality control for all client-facing deliverablesThought LeadershipStay up to date on trends in the digital marketing and eCommerce space to be a source of industry knowledge to your clientsUncover and articulate research, insight, and strategic models to help advance the business interests of clientsAccount ManagementMaintain up to date records of client contracts, information and account intelligenceProvide accurate forecasts of renewal and growth opportunitiesWork with Finance to ensure accuracy in billing, revenue accounting and account receivablesCollaborate with internal teams to scope and prepare retainer contracts, project scopes of work, insertion orders and other commercial documentsTeam DevelopmentContribute to recruitment, new hire training and team development initiativesSupervise managers and coordinators, overseeing distribution of assignments to support workload balancingBe a role model for Cendyn valuesHave fun!RequirementsRequired Education and ExperienceDegree from an accredited college or university, or equivalent experience4+ years of experience in account management and digital marketing with demonstrated ability to nurture and grow productive client relationshipsCertification in Google Analytics and/or other web analytics tools is highly desirableExperience in Hotel Operations or Hospitality Sales and Marketing is a big plusCompetenciesFluency in digital marketing tools like Google Analytics, AdWords, CMSFluency in full-funnel digital marketing strategies and channels with advanced knowledge of at least 2 digital channels across SEM, SEO, display, social, mobile and websites.Working knowledge of traditional media and through the line marketing concepts, e.g. brand management, PR, CRM is a big plusProficiency in productivity tools like: Microsoft office, Clickup/Asana/Trello/Jira/Salesforce.comExcellent organizational, planning, cross-functional collaboration and proven ability to manage multiple prioritiesAbility to interpret and analyze data and situations, identify solutions, and formulate recommendationsExcellent communication and presentation skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basisAbility to set goals to motivate self and others towards their achievementFirm grasp of budget and commercial managementPosition Type/Expected Hours of WorkThis is a full-time position. Days and hours of work are Monday through Friday, 9 a.m. to 5:30 p.m and subject to changes by Manager’s communication and may have to accommodate client schedules in different international time zones.TravelThis position could require up to 15% travelEEO StatementCendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Cendyn expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.Other DutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.