At AKQA, we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients.
The Program Manager will acutely understand the Client's Business, AKQA and client process, team skills and financials. Taking responsibility for the overall relationship with the senior clients, as well as management of a multidisciplinary team. The Program Manager will also be responsible for the financial reporting and account status updates. You will oversee onboarding and training and provide guidance/management to their support onsite manager already in place on the team. This role will be able to confidently address Program and Account needs at all levels.
ROLE REQUIREMENTS
Operational Excellence
- Experience in program and client management within an agency, embedded client-team experience highly desired
- An ability to manage long-term, multi-million dollar engagements with multiple project tracks and teams as well as a firm command of project management processes and methodologies.
- Work closely with internal teams (e.g., creative, production) to ensure seamless execution of projects
- Address and resolve client issues or conflicts with a focus on maintaining long-term relationships
- Stay informed about industry trends and best practices to bring innovative ideas to clients and the agency
- Manage and monitor specialists and sub-contractors to ensure quality and guidelines are maintained
Client Management
- Develop a deep understanding of clients' business needs, goals, and industry trends to provide proactive, strategic solutions
- Manage large multi-disciplinary teams within an agency
- Deliver detailed and accurate account and project reports on a regular basis
- Establish strong relationships with lead clients at Client Identify opportunities to expand services and revenue within existing accounts
- Develop strategic account plans, including business objectives, timelines, and resource allocation
- Ensure a collaborative 'One Team' approach comprising both client and agency representatives
- Interact with clients regularly, as well as set up and attend recurring client meetings
Financial Management
- Monitor and report on key account metrics, including revenue, margin, and client satisfaction
- Own and manage the account reporting and tracking, ensuring and facilitating effective team communication and collaboration
- Use AKQA's and client's software and systems to keep track of people and progress
Team Leadership
- Resolve all client and team issues in a positive solutions oriented way, while maintaining strong financials and a positive relationship with all clients
- Manage and support onsite team managers and discipline leads to help execute tasks across the account Manage and mentor project teams, ensuring clear communication of roles, expectations, and responsibilities
- Provide guidance and support in problem-solving, client communications, and project execution
- Foster a culture of collaboration, innovation, and continuous improvement within the team
QUALITIES AND CHARACTERISTICS
- 10+ years of experience in project/program management, client services, or a similar role, with at least 3 years in a leadership position
- Strong leadership and team management abilities
- Exceptional communication, negotiation, and presentation skills
- Proven ability to develop and implement strategic account plans
- Proficient in financial management and performance tracking
- Highly organized with strong project management skills
Key Attributes
- Strategic thinker with a client-focused mindset
- Results-driven and adept at managing multiple priorities
- Skilled at building trust and fostering collaboration
- Passionate about driving growth and delivering value to clients
- Ability to manage the big picture whilst delivering day to day executions
- Rigorous in organization and management, conscientious and adept in solving issues at all levels
- Ability to inspire, support and understand the interplay between people, processes and systems
- Sharp attention to detail and a drive for perfection
- Excellent analytical and numeracy skills
AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA's ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.
