Digital Account Manager at Excel Wise Consultants Limited

Key Responsibilities

• Client Relationship Management & Account Growth
• Serve as the primary point of contact and develop trusted advisor relationships with an assigned portfolio of clients, building and nurturing strong, productive, and long-lasting partnerships.
• Deeply understand client business objectives, marketing goals, and industry challenges, proactively identifying opportunities to add significant value and expand the company's partnership.
• Ensure the highest level of client satisfaction through proactive communication, timely and insightful responses, and effective problem-solving.
• Identify opportunities for upselling and cross-selling of additional digital marketing services (e.g., Booster Pack, Social Media Management) to existing clients, contributing directly to account growth and maximizing revenue and profit.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Work with the Sales team to onboard and integrate new clients seamlessly and develop existing client relationships effectively.
• Project Oversight & Campaign Execution
• Coordinate the end-to-end planning, execution, and delivery of digital marketing campaigns across various channels (e.g., social media, paid advertising, email marketing, web content, SMS/MMS, push notifications).
• Work closely with internal teams, including creative, copywriting, and ad operations, to ensure the timely, high-quality, and on-brief delivery of all campaign assets and deliverables to the highest standard, on time and to budget.
• Monitor campaign performance meticulously, track key metrics, analyze results, and provide regular, comprehensive, and detailed reports (monthly/annually) and strategic updates to clients, ensuring SMART objectives are understood and met.
• Proactively anticipate potential project issues or roadblocks, developing and implementing effective solutions to keep projects on track.
• Oversee the delivery of project work for your customers, ensuring work is delivered to the highest standard, on time, and to budget.
• Ensure that customer reporting utilizes the right metrics, delivers robust insight, includes clear actions, and relates clearly to achievement against agreed objectives. Reports must be professionally written and proofed, following company style guidelines.
• Business Development & Portfolio Expansion
• Actively contribute to the growth of the business by identifying opportunities for incremental revenue generation and pursuing new client opportunities and project leads, offering creative digital solutions.
• Support senior account management in the development of compelling client proposals and persuasive presentations for prospective clients.
• Participate in pitches and sales meetings, demonstrating the company's value proposition and helping to convert new business.
• This role includes a commission structure on new business wins, reflecting your direct contribution to revenue growth and meeting targets.
• Drive business growth through existing clients, developing a proactive action plan for your accounts to meet client retention and revenue targets.
• Proactively advise clients about digital marketing landscape developments and ensure campaign strategies are adapted in a timely fashion to meet all relevant requirements.
• With support from the Digital Marketing Manager, follow the company's Sales planning framework based on Verticals when creating and delivering customer campaign plans.
• Support management and the wider sales team in new business acquisition and onboarding of new clients.
• Analytical & Strategic insight
• Maintain a strong understanding and high proficiency in key analytical and market intelligence tools (e.g., Google Analytics, Insightly, Kenshoo, MakeMeRich, SocialBakers, Hootsuite, MatchCraft) to draw analysis and insights that maximize customer campaign delivery.
• Understand the features and all benefits of the company's Digital Marketing products to successfully promote these to customers.
• Develop knowledge on an ongoing basis of developments in SEO, paid search, display, email marketing, affiliate marketing, social, Conversion Optimization, website design, inbound marketing, and other key relevant channels.
• Ability to analyze data and communicate results and insights to support customer acquisition and retention.
• Work Model
• This is a hybrid role, requiring two days per week in our office in Nairobi:
• One day dedicated to internal team meetings and strategic planning.
• One day focused on brainstorming new business opportunities and internal development, in addition to external client meetings as required.

Qualifications & Experience

• Bachelor’s degree in Marketing, Business Administration, Communications, Advertising, or a related field.
• 3+ years of progressive experience in account management, ideally within a digital marketing, creative, or advertising agency, with a preferred background in e-commerce/Agency.
• Proven track record of managing client relationships and successfully overseeing complex digital marketing projects.
• Demonstrable experience in or a strong aptitude for business development and contributing to sales efforts, including identifying incremental revenue generation opportunities.
• Detailed knowledge of key digital performance marketing channels and experience in executing and optimizing campaigns using standard tools (e.g., Google Analytics, Google Ads, Facebook Business Manager).
• Strong understanding of the digital marketing and advertising technology context and digital agency landscape.
• Exceptional communication (written and verbal), presentation, and interpersonal skills, with the ability to articulate complex ideas clearly and persuasively and present with confidence and gravitas.
• Highly organized, detail-oriented, and excellent time-management skills with the ability to multitask, prioritize, and juggle multiple priorities and deadlines effectively.
• A proactive problem-solver with a strategic mindset and the ability to work effectively in a fast-paced, dynamic environment.
• Project management skills are essential.
• Familiarity with CRM systems (e.g., Insightly, WordPress) and other digital 3rd party tools is a plus.
• Ability to think both strategically and operationally.