Client Services Account Manager - Pharma Events

We are Strata!

Imagine being part of a fast and exciting brand experience agency whose clients include specialists in new technology, creators of some of the most stunning electric vehicles on the planet, financial institutions, and global leaders in pharmaceutical solutions. As an agency, we elevate these brands and make them heard through immersive and memorable virtual and face 2 face experiences.

As a people-first business, we encourage ambition, support and reward. We’re always listening and open to your ideas, just as we do with our clients.

Our name? It’s Strata, an agency on a mission to be the very best. This means we always want to hear from the very best creative and intelligent souls who genuinely believe that every moment matters.

Job Overview

This role is to work alongside the Account Director in managing the account and leverage ‘full service’ possibilities to elevate and broaden the services we currently offer. Working as a team to support each other as required as you maintain existing relationships & seek new ones as we look to grow the account to achieve its full potential across all areas. Building upon existing relationships, you are responsible for organically developing these areas and identifying new business opportunities whilst also building trust and confidence by overseeing flawless delivery of existing projects. Gather relevant business intelligence for clients to create and update account plans.

Duties to include:

• A clear scope of work for the Client Services’ Project Manager

• To be a senior point of contact for advice and support for the rest of the Client Service team

• Regular check-ins and support as required, attend planning and client meetings as required

• Hold regular 1-to-1 performance sessions

• Manage HR Administration for Project Manager (sign off of exs, Holiday and sickness)

• Responsible for Client Service commercial forecasting and margin improvement and teaching your team best-practice

Specific Client Objectives

• Provide strategic, consultative guidance to the client around the use of events (face to face or online), and work to develop our clientas a true full-service client, maximising and selling all Strata service offerings

• Identify potential for new business opportunities to deliver account growth and working with the Account Director create a strategic account plan for Client Service and UK opportunities to demonstrate a thorough understanding of the client business and influence client thinking in a way that mutually benefits the client and agency

• Build and maintain strong relationships with all key client contacts

• Coordinate and lead any response to client brief

• Be confident in interrogating and challenging a client brief and providing exciting thought-provoking solutions

• Attend all critical client meetings/calls (where appropriate) alongside the Project Team to ensure consistency of delivery and trust

• Anticipate possible issues and “think on your feet” when challenged by clients.

• In partnership with the Account Director, manage resources efficiently and effectively, including sourcing appropriate freelance staff where appropriate

• Use your judgement to decide on levels of delegation and resources required

• Attend weekly Operations calls and commercial workshops as required

• Use your good grounding in production & technical services, logistics and delegate processes when working and pre-event and onsite delivery teams

• Using the existing STRATA back-to-basics process and your deep understanding of how these departments work, ensure internal teams are briefed correctly on requirements

• Engage with all departments across the agency; early anticipation of requirements is a must

• Build and maintain effective strategic supplier relationships and contract negotiations as required

• Where needed (if no Project Manager is present) oversee or produce event tasks, including initial brainstorms, proposal generation, statement of work, service level agreement, kick-off meetings, project plans, budgets, timelines, taking and distributing contact reports for internal and external meetings, management of team hours, delegate management and onsite event management, as well as other event tasks required to deliver the project to an excellent standard;

• Maximise gross profit margin for the account and contribute towards sales and margin targets

• Contribute to forecasting and financial account planning, feeding in client intelligence and maintaining Procim, working with the Client Services Director

• Sign off project budgets ensuring inclusions, general calculations and management fees/margin levels are appropriate before commercial sign-off.

• Ensure that client budgets are maintained proactively and accurately and are issued promptly

• Ensure contingency plans are created and in place to effectively manage crises and support business continuity related to all allocated client accounts

• Ensure that quality processes and tools are incorporated into all daily activities to drive process efficiencies and maintain the highest client service standards

• Attend all events onsite to oversee delivery, support the onsite team and ensure total client satisfaction

Employee Benefits

• 25 days annual leave, plus usual Bank Holidays

• Health Insurance (on completion of probation)

• Workplace pension scheme

• Death in service scheme

• Cycle to work scheme

• Regular social events

Our Principles

A win for the client
Client success is at the forefront of everything we do. We measure our success by the impact we make for our clients. We strive to exceed your expectations, delivering moments that matter with results that matter.

A win for the company
We believe in long-term partnerships and sustainable growth. When your business prospers, so does ours. Our commitment to excellence and innovation means we’re always ahead of the curve, offering you the best in brand experiences.

A win for the team
Our team is the lifeblood of our agency. We celebrate diversity, promote collaboration, and foster an inclusive culture where every team member feels valued and empowered. When our team thrives, their passion and dedication is reflected in everything we deliver.

A win for you
Whether you’re engaging us for your events, already fostering a career at Strata, or considering one, our goal is to create a win for you. We’re dedicated to providing our employees with an enriching workplace that supports their growth and well-being. For our clients, a win means achieving your objectives and making your brand shine.

A win for the planet
We are committed to making environmentally responsible choices in our work. We recognise our responsibility to minimise our impact on the planet and contribute to a sustainable future. From eco-friendly event practices to conscious resource management, we aim to create events that are a win for the environment.

www.stratacreate.com