At RAPP, with unrivalled depth of expertise in first-party data, we’ve been observing and cataloguing real people’s lives for 50 years. In today’s world the balance of power has shifted, and customers are in control which is why we put people and their preferences at the heart of the brand experience through the discipline of CMR – Consumer-Managed Relationships. We create marketing that matters and RAPP’s expertise in data and marketing sciences gives us and our clients actionable human insight - an incredible understanding of genuine motivations, observed transactions and actual interactions. Our process reflects how real people think; we balance the left brain and the right – and we do our best work when we bring Precision and Empathy into balance. Building on our data foundation, RAPP delivers a range of capability across social, digital, customer experience and technology.
RAPP is proud to employ over 1000 talented people across US, Brazil, UK, France, Germany, Singapore and Dubai and we actively foster an inclusive workplace where diversity and individual difference are valued and leveraged to achieve the agency’s vision.
RAPP is part of the global network Omnicom and is part of the DAS Group of Companies.
You may have read that we’ve been working with Virgin Media for a number of years now – they’re one of our top clients within the business and our work for them has been nothing short of tremendous. The account is split into four parts: Cable Acquisition, Cable Customer, Mobile Customer and Social.
We’re looking for a Business Director to help us guide the Cable Customer side of the account to new levels in 2019. In this highly competitive sector we have a tough and demanding client who expects nothing short of the best from us. We’re looking for an ambitious, dedicated and pioneering mind to join the RAPP collective and get really stuck into the busy and fast-paced account. We want to position our clients as best in class and help to develop their brand positioning and brand vision, whilst delivering against ambitious sales targets. We have a number of new and exciting customer programmes that the current Business Director has been integral in kicking off. Now we need someone to take over who will ensure that pace is delivered with flawless delivery of those programmes.
In this role, you will provide inspiration and be a driving force for the account management and wider agency team. You’ll be expected to gain respect and trust through phenomenal interpersonal skills, creative thinking and leadership and, as a consequence, you’ll build effective client relationships and ensure the timely delivery of projects. You’ll be expected to provide direction, support and development opportunities to help team members realise their potential. We are looking for someone who can contribute to the achievement of client satisfaction, departmental and strategic business objectives and someone who will be a great ambassador for RAPP at all times.
This is an exciting opportunity for someone who has solid Direct Marketing and eCRM/CRM skills. You will be confident and knowledgeable about building relationships, particularly more complex relationships, and will be at ease discussing join strategies/cross sell & up sell opportunities and managing downspin in a consumer environment. You must also have a good appreciation of the value of data and customer behaviour insights.
Build and lead a strong team by fostering an environment of openness, trust, reliance and fun.
Conduct annual performance appraisals and meet regularly with your team (at least once a month) to review their progress and provide structured feedback to them.
Thorough ongoing coaching, mentoring and training; ensuring individual team members are empowered, motivated and accountable.
Support the team by clarifying objectives, resolving problems and removing barriers.
Encourage staff retention by identifying development opportunities and career aspirations and (as appropriate) adapting roles to ensure the best possible client service and team morale.
Raise the profile of the team internally and externally by recognising and praising good work and encouraging team participation.
Establish a good working rapport between our client and agency teams and build positive relationships with all client contacts including those at senior levels.
Work closely with other agency departments and partner agencies to develop strategic objectives for clients; ensuring client aims are fully understood and communicated in achievable plans.
Translate briefs into action, monitor progress throughout the agency and ensure delivery of desired results.
Challenge the client and push the boundaries with regards to creativity and segmentation.
Support the Managing Partner in developing the client strategically to maximise results for the client and profitability for the agency and Group.
Ensure the team delivers outstanding client service by:
Anticipating, recognising and meeting client needs
Actively seeking ways to increase client satisfaction and loyalty
Providing clients with the best value for money in terms of cost/advice
Gatekeeping the overall quality of work before presentation to client and ensuring compliance with client’s brand
Work closely with the Programme Director, to ensure agency resource is matched appropriately to client scope
Identify areas for organic growth and work closely with all agency departments to convert pipeline projects into realistic and achievable client plans
Meet monthly and quarterly income and profit targets.
Establish and communicate resource requirements from other departments and RAPP companies.
Act as group ambassador, actively seeking ways to promote the group to existing and potential clients.
Develop and maintain excellent working relationships and use your influence to build consensus and support between the account team and other departments, seeking win-win solutions and ensuring any issues are resolved swiftly and professionally.
Keep current on industry trends and stay informed about all aspects of the business to effectively market new services to clients.
Interested in pursuing/ continuing education to develop professional skills and expertise – including attending professional conferences, taking advantage of networking opportunities and researching best practices.
Telecoms experience would be advantageous but not essential, as we are more interested to meet someone who’s worked in loyalty marketing across a big piece of business.
Should have a good strategic ability/understanding.
Strong communication skills and gravitas with confidence liaising at a senior level