Account Director

Job Description

Role Title: Account Director (Netflix)
Reports to: Head of Client Services
Department: Global Client Services

Introduction to Deluxe Delivery
Deluxe is the entertainment industry's largest end-to-end services provider producing, versioning, delivering, archiving and monetising content, so clients can realise bigger visions and unlock more value from their assets. Deluxe Distribution is a division which includes post-production, distribution and asset management capabilities. For 100 years, Deluxe has been an integral and reliable partner for filmmakers and studios, networks, advertisers and broadcasters worldwide.

Structure
The role forms part of a global client services team with this role managing a small team of Account Executives responsible for all Netflix theatrical content in EMEA.

Working Context
Deluxe Distribution brings together all cinema, localisation & delivery services to form a single WW division operating 24/7 for its customers. We are in the process of transforming our technology infrastructure, to provide you with the best tools, built in house, to deliver a best-in-class service to our clients. A mindset of continuous improvement; being constantly inquisitive and think of ways of how we can improve our services, is at the heart of what we do. A lot of the content we handle is highly confidential so we comply with strict security protocols including having highly secure facilities for our people to work in.

Main purpose of the position:
• To lead a team responsible for providing exemplary client service to Netflix for all EMEA theatrical services, with a primary focus on Localised Digital Cinema mastering, theatrical distribution and KDM management
• To help form an industry leading client services team with the Director of Client Services, and the other account leads within the global team
• To ensure that Deluxe's clients in EMEA receive industry-leading service across all Distribution service lines
• To work with operational managers and sales leads to improve the way clients work with Deluxe

Key Responsibility Areas
This is a very demanding and fast-moving position that requires someone who is a proactive positive thinker. You will be an effective communicator who is able to exercise good judgment and initiative in the following areas:

1. Leadership
• Coach and mentor team performance, and drive continuous improvement
• Initiate and manage the successful execution of all high-level projects within your team
• Active responsibility for learning and development for all team members to follow Standard Operating Procedures
• Responsible for pipeline management for fulfilling client orders across multiple workflows
• Responsible for ensuring all departments are aware of high profile titles, preparing plans for
successful execution as needed.
• Work as principle contact with Operations, Project Managers and Technical teams to improve tools
and processes as needed to continuously improve on workflows for Client Services team
• Attend and participate in a variety of meetings and task force groups to integrate activities,
communicate issues, obtain approvals, resolve problems and maintain specific level of knowledge
pertaining to new developments, requirements and policies.

2. Account Management
• Provide escalation support to the client and key stakeholders with a strong focus on excellent customer service and client satisfaction
• Host continuous improvement conversations with the client to understand their needs to structure
our teams and build our workflows efficiently ensuring we provide the most holistic service possible
• Build and maintain strong client relationships across all workflows with weekly visits to clients where possible
• Identify additional workflows opportunities with the customer and work with the Global Account
Lead and Director of Client Services to vet and implement
• Identify and collaborate on areas of opportunity to grow client satisfaction

3. Administration
• Responsible for aggregating data across the department for forecasting monthly orders
• Monitor tracking of billing / revenue across the account
• Ensure daily billing is being processed and investigate roadblocks for timely billing
• Provide weekly status update for the Director of Client Services, Global Account Lead and key stakeholders

4. Escalation
• The Account Director is the second tier for account escalation, internally and externally

Key Dimensions of Role
Reports into Director level
One to three direct reports

Skills and experience
• 5+ years' experience of working within a busy, deadline driven client environment with direct report responsibility
• A knowledge of Digital Cinema and Localisation processes
• A knowledge of distribution technologies, client ordering workflows, and resource coordination
• Skills in developing sales and/or new business opportunities an advantage
• Experience of dealing directly with large 'blue chip' clients
• A track record of successfully delivering time critical projects
• Wide-ranging and knowledge of clients within the areas of film, broadcast and media platforms
• Strong commercial acumen with an interest in building and growing commercial relationships
• Be a positive, pro-active and positive role model to team
• Great relationship skills
• Warm, sincere, friendly and approachable
• Demonstrable key relationships with senior client contacts
• Ability to encourage individuals to excel
• Ability to effectively delegate responsibilities while remaining fully in control
• Supportive, collaborative
• Solutions focused
• Professional and driven
• Must have exceptional skillset across Microsoft Office; experience of a scheduling system would be beneficial

Reporting to Relationship
The role will report to the Director of Client Services and will be expected to contribute to the future growth of the Netflix account and the wider EMEA Business. As well as the EMEA team the Account Director will work closely with the respective global account lead for their client to align strategy and service the account. The role will be based in Perivale, West London but with home working and travel to Deluxe's other sites and client offices as needed – This role and indeed all key client services functions will be fluid in terms of location and team members are expected to manage their own time and location depending on requirements of their workload / client portfolio.

Measurables

The key measures of success for this role will be:
• Client demonstrates trust in us by growing their business with us
• Client SLAs and delivery dates are consistently met/exceeded
• Create a succession plan in concert with the Director of Client Services and HR
• Ensure that individuals on your team are being groomed for promotion opportunities
• Increase engagement of the studio account team and decrease attrition
• Ensure new business opportunities are quickly realized and implemented in a timely manner
• Ensure reports have coaching and mentoring support
• Help Ensure Distribution Client Services are known as a high performing team that are constantly willing and able to exceed expectations

Jobcode: Reference SBJ-r12z1m-3-147-89-85-42 in your application.