Account & Client Relations Manager

About EMF Media

 

EMF Media is a performance-driven brand studio specialised in e-commerce growth. We partner with high-potential brands to drive and sustain high-impact growth across paid media, influencer marketing, creative strategy, and CRM.

 

Since 2020, we’ve helped more than 50 brands accelerate their trajectory, managing over €70 million in paid media spend, executing 25,000+ influencer activations, and generating over €350 million in tracked revenue. In the last 12 months, we’ve driven over €80 million in sales across a focused portfolio of high-growth e-commerce businesses.

 

About the Role

 

The Account and Client Relations Manager ensures world-class client experiences, from onboarding to ongoing delivery. You’ll serve as the operational bridge between our clients and internal teams, managing communication workflows, project coordination, and satisfaction tracking.

 

This role is ideal for someone proactive, structured, and client-obsessed, able to translate feedback into systems, ensure internal alignment, and elevate EMF Media’s service standards at scale.

 

Key Responsibilities

 

1. Client Onboarding & Satisfaction Strategy

 

Deliver a seamless, structured onboarding experience while optimising for long-term satisfaction.

 

• Audit and refine the client onboarding journey from welcome kits to kickoff calls.

 

• Build standardised systems and documentation to ensure consistency across clients.

 

• Conduct regular client check-ins and implement structured feedback loops (e.g., NPS).

 

• Translate feedback into actionable satisfaction improvement plans.

 

2. Project & Workflow Oversight

 

 

Ensure flawless execution by monitoring project timelines, deliverables, and dependencies.

• Track deliverables across Paid, Creative, Influence, and Strategy teams.

 

• Own project dashboards and status updates in tools like Asana.

 

• Identify and remove workflow bottlenecks through proactive follow-up.

 

• Provide visibility into progress, blockers, and delivery KPIs.

 

3. Internal Accountability & Collaboration

 

Reinforce team ownership and alignment to maintain service excellence.

 

• Collaborate with Performance Managers, Creative Strategists, and Influencer Leads to align on delivery plans.

 

• Maintain deadlines and quality control through structured task management.

 

• Build systems to reduce overdue tasks and improve team response times.

 

• Act as the connective tissue between strategy and execution.

 

4. Client Communication & Escalation Management

 

Maintain strong, trust-driven relationships through transparency and reliability.

 

• Send proactive status updates, reports, and milestone recaps.

 

• Serve as the first point of contact for client concerns or escalation.

 

• Set and manage expectations around timelines, scope, and priorities.

 

• Prevent last-minute surprises through clear documentation and planning.

 

5. Reporting & Process Optimisation

 

Build scalable systems for reporting, communication, and client success tracking.

 

• Develop dashboards and templates for project and satisfaction reporting.

 

• Implement feedback-driven process improvements across departments.

 

• Document and scale internal best practices into playbooks and SOPs.

 

• Support leadership with insights to enhance team productivity and client retention.

 

Ideal Candidate Profile

 

• 3 – 5 years of experience in client services, account/project management, or customer success, with at least 1 full year of direct responsibility for client management within a performance agency.

 

• Has successfully managed a portfolio of 6+ clients simultaneously, ensuring satisfaction, retention, and delivery consistency in a fast-paced agency setting.

 

• Has contributed to or led the development of customer experience improvement strategies, with a structured, client-centric approach.

 

• A French native is required for this role.

 

• Strong organisational and time management skills, with a natural passion for structure, process, and operational clarity.

 

• Excellent communicator, confident, empathetic, proactive, capable of building long-term relationships and navigating complex stakeholder environments.

 

• Proficient with project management tools such as Asana, Notion, and experienced with CRM systems.

 

A solid understanding of creative, media, or performance marketing processes is a strong plus.