Client Account Manager

About SOOM®

SOOM is a unified marketing agency dedicated to franchise recruitment, assisting franchisors in the UK and internationally to identify qualified franchise candidates and facilitate meaningful discussions with franchisors. Our approach integrates PPC, SEO, email marketing, business listings, and web development linked by automation and AI to create a seamless flow across marketing channels.

Our clients include well-known brands such as Ben & Jerry's, Shell, Petpals, Concept Claims, and Jackson Fire & Security. As a small yet senior team, this role provides immediate ownership of significant client relationships.

Role Overview

The Client Account Manager serves as the primary liaison for clients, managing communication and building trust in our franchise recruitment efforts. Your responsibility is to ensure clients receive qualified franchisee candidates, not just large volumes of unqualified inquiries. You will translate client needs to internal teams and provide clear insights into campaign performance, aligning efforts with growth objectives.

Key Responsibilities

• Manage a portfolio of franchisor accounts as the main daily contact.
• Build strong relationships with senior stakeholders including franchise directors and business owners.
• Conduct regular client calls and progress reviews, proactively updating clients.
• Address underperformance and difficult issues transparently and promptly.
• Oversee campaigns across PPC, SEO, email, listings, and web ensuring adherence to briefs, timelines, and budgets.
• Coordinate with internal specialists and franchise brokers to maintain quality and progress.
• Identify and communicate problems and opportunities early.
• Create and present clear reports on campaign results, lead quantity and quality, and cost metrics.
• Interpret data, explain fluctuations, and outline remedial actions.
• Lead monthly and quarterly review meetings.
• Manage client expectations and scope, including commercial negotiations when necessary.
• Collaborate on budgeting, renewals, and invoicing matters.
• Efficiently onboard new clients to ensure rapid, smooth campaign launches.
• Spot and develop growth opportunities for account expansion with additional services.
• Support client retention and renewal initiatives.
• Maintain accurate CRM and documentation for accounts.
• Contribute ideas to refine account management processes continually.

Qualifications and Experience

• Proven experience managing client relationships in a marketing agency or similar environment with ownership of client accounts.
• Confident in presenting performance metrics and engaging with senior-level clients.
• Understanding of digital marketing channels like PPC, SEO, and email campaigns to effectively communicate with specialists.
• Excellent written and verbal communication skills—clear and concise without unnecessary jargon.
• Highly organized with the ability to manage multiple accounts and deadlines efficiently.
• Adept at handling honest and sometimes difficult conversations, including delivering unfavorable news.
• Commercially astute, recognizing the balance between client satisfaction and account profitability.
• Desirable: Experience in franchising, franchise recruitment, or lead generation.
• Familiarity with lead quality metrics beyond mere traffic or impressions is advantageous.
• Experience with CRM and marketing automation tools such as Mailchimp, Google Ads, GA4, Meta Ads, GTM, ChatGPT, and Claude.
• Knowledge of reporting platforms like Looker Studio or GA4 is beneficial.

Compensation and Benefits

• Salary range: £30,000 - £35,000 based on experience, plus bonus.
• Quarterly retention bonuses.
• 28 days of holiday plus an additional day off for your birthday.
• Company pension plan.
• Participation in team social events.
• Access to training and personal development programs.
• Supportive, fun, and collaborative workplace culture.
• Direct communication lines with leadership and genuine influence on company operations.
• Opportunity to engage with prominent national and international brands and make visible contributions within a small team.

Additional Information

SOOM values diversity and is an equal opportunity employer. We encourage applicants from all backgrounds and are committed to making reasonable accommodations during the recruitment process when requested.