Fulfillment Master

Guadalajara, MX

121 is looking for a smart and ambitious Account Director. The ideal candidate should be someone who is always looking for non-traditional ways to solve problems and who is eager to join a company obsessed with customer service excellence. Part of the job consists in working with Fortune 200 companies. You will have to maintain a daily communication with our partners, as well as provide general support and troubleshooting. This includes sharing statuses, organizing conference calls and providing face-to-face results reviews. This position requires a candidate who can take initiative to develop new opportunities within our existing accounts and who is comfortable working in a fast-paced environment. High organizational skills are a must, as well as the ability to collaborate in a team of incredibly talented people..

The right fit

  • ● Bachelor’s Degree or Entrepreneurial Street creds.
  • ● High proficiency in English
  • ● 6 to 9 years of experience working in International Customer Service (USA/MX preferably) for graphic design and/or advertising companies (ATL/BTL/Packaging).
  • ● Proven experience as an account director or similar position
  • ● Demonstrable experience in negotiation and meeting client requirements
  • ● Solid understanding of budgeting and reporting on progress
  • ● Knowledge of performance evaluation techniques and metrics.
  • ● Experience working with global brands and coordinating activities related to advertising, graphic design and/or marketing is also desirable.
  • ● Experience managing and mentoring cross-functional teams and providing direct reports.
  • ● Strong leadership skills.
  • ● Excellent communications skills.
  • ● Availability to travel to other countries. Willing to relocate is a plus.
  • ● Ability to set specific goals and evaluate processes on a daily basis. Skills to identify areas of improvement and pitch new and innovative solutions to problems.
  • ● Capacity to act as a business partner to clients, this includes helping them identify new opportunities for their businesses.
  • ● Ability to maintain relationships with our senior clients (often C-suite level, but depends on the client’s organizational structure) and identify new growth opportunities.
  • ● Skills for managing budgets and supervising business’ health, resourcing and revenue realization across all brands/clients in pod.
  • ● Experience generating new businesses and finding new prospects that are self-identified or assigned by the agency’s Executive Team.
  • ● Ability to ensure that reviews and development conversations for all operations are conducted in a timely and consistent manner.
  • ● Skilled at both strategy and customer service.

Your day to day

  • ● Motivate and manage your team. Collaborate with the Design Operations Manager, the Account Executive and the Senior Account Executive on day-to-day tasks. Create effective communication with your Director.
  • ● Setting up goals, KPI´S and objectives for all subordinate staf
  • ● Provide feedback and counsel to account staff to meet quotas/objectives.
  • ● Conduct performance evaluation using key metrics.
  • ● Planning budgets and activities for account management
  • ● Developing a comprehensive training plan for the account management team.
  • ● Monitoring client satisfaction post sale and ensuring a high level of customer service internally.
  • ● Ensure the timely delivery of services and products to clients
  • ● Collaborate with the leaders of other departments to improve and execute projects.
  • ● Resolve issues to maintain and strengthen customer trust
  • ● Support Account Leads in managing key accounts.
  • ● Understand customer requirements and needs to offer suitable solutions and generate new business
  • ● Develop and implement operational strategies to find new growth opportunities and promote efficiency within the business.
  • ● Generating ideas for new revenue generation within large customers.
  • ● Manage your relationship with your clients, ensuring recommendations are smart and grounded. The ultimate goal is to knock KPIs out of the park and become the person who would attract the results you seek.