Senior Project Manager

Reporting To:

Harriet Sutton-Kirkby

Client Services Director

Department:

Client Services

We’re looking for an experienced Senior Project Manager to join our passionate and driven client services team to support the Creative department with end-to-end project management for design and development projects. You will play a key role in supporting the Head of Creative with client projects whilst being the main point of contact for our clients.

Responsibilities

• You will be managing up to 10+ projects, from full website builds to landing pages.
• Create, manage and maintain project plans and timelines for all design and development projects.
• You will be responsible for owning the creation of all project documentation, including briefs, technical specifications and handovers.
• You should fully understand the requirements for any and all projects and ensure they are delivered to the agreed scope of work. 
• Project Management –  The Senior Project Manager will manage project schedules and ensure tasks are being completed and deadlines are met.
• Provide regular updates to clients via email, phone calls and in-person meetings.
• Create and build relationships with clients. As an agency, we pride ourselves on our level of customer service and the way we work with our clients. Building good relationships with your clients is a key part of your role. You’ll need to have a deep understanding of the client’s needs, business, brand, project goals and competitors.
• Team collaboration – work closely with various teams across the business, including Sales, Client Services, Developers, Designers, SEO, etc.
• Successfully communicate design and development feedback from clients with the rest of the project/creative team.
• You will manage ongoing maintenance and designer retainers, communicate deliverables with clients, ensuring everything is scheduled and the retainer stays on track and within budget.
• Support the Head of Creative with project scheduling and supporting other team members with ad-hoc tasks as required. 
• Successfully communicate with freelancers when needed for design and development work on website projects and ensure that they are meeting the required needs for the completion of the project.
• This role will require testing staging websites and managing the feedback process for the developer.
• It is important that you ensure projects are delivered on time and within the agreed margin.
• A large part of your duties will be ensuring projects remain in scope and the key objectives set out by the client are met.
• You will be expected to manage conversations with clients regarding out-of-scope requests and quote additionally where needed.
• Ensure internal project tracking systems are kept up to date for reporting purposes.
• You will have the ability to scope out new projects with clients, capturing all requirements and working with all teams involved to define a scope of work.
• It is important that you ensure projects that are quoted factor in enough time across the teams to deliver the scope of work, thus co-ordinating with the wider team and ensuring projects are quoted correctly is vital.

Skills

• Problem-solving – You need to be skilled in finding solutions when presented with any problems either internally or externally with clients. 
• Listening – This is an essential skill to have within this position, always listen to the clients’ needs throughout the project, and find solutions that achieve the project goals. It is also important to listen to the teams you work with, to utilise their expertise and use this to your advantage when delivering any project.
• Organisation – It is your responsibility to make sure that the projects and retainers are running smoothly for your clients. There will be times when multiple people are involved, both client-side and internally, so it is important that you are the key contact for your client to avoid any lack of communication and organisation.
• Desirable Experience – at least three years of project management experience within a digital agency and be comfortable with managing 10+ concurrent clients within a variety of different industries. 
• Software – you should have experience in using CRM tools, website CMS’ such as WordPress and Shopify, and communication channels such as Slack. For any other software or tools, training will be provided.
• Communication – You should be extremely comfortable engaging with clients, reporting to them over the phone and face to face. Thus, your telephone manner must be friendly and professional at all times. Your communication skills, both written and verbal, should be excellent. 
• Time Management – We use an extremely efficient CRM tool to assist in time management, but you should also be confident that your workload is manageable and that appropriate deadlines are set and met. You will also need to manage other team members’ time to ensure your projects remain on track and profitable.
• Knowledge – You must have a good level of understanding of at least some of the services that we offer: Design, Development, Organic SEO, PPC, Paid Social, and Digital PR. 
• Passion – You should be passionate about customer service and want to deliver the best results for your clients.
• Leadership – as a Senior Project Manager you will be a strong leader, who takes ownership and responsibility with your clients, and the delivery team who work on your projects, and support the Head of Creative by leading the project management side of each website project.