Senior Transcreation Account Manager at Hogarth

The Role:

As part of the Client Services Department, you play a central role in the business and are pivotal to the smooth running of your account(s). You will need excellent linguistic skills, attention to detail, a thorough understanding of the Transcreation process and be responsible for managing projects from brief to final delivery in collaboration with other departments. You will be client focused and require good communication, organisation and time management skills to manage your clients and internal departments, while always focusing on quality, process and profitability.

Transcreation Responsibilities:

• Take responsibility for quality of transcreation services delivered to the client and address any issues
• Update glossaries on a project by project basis
• Maintain Translation Memories - update to capture client feedback/preferences and ensure consistency
• Provide constructive feedback to freelancers at the end of each project
• Ensure appropriate creativity is used in headlines by checking with creative contacts within Hogarth
• Develop strong relationships with local market copywriters and proof-readers
• Manage and co-ordinate the freelancer resource
• Review talent performance and drive constant performance improvement by working closely with talent manager and providing regular feedback on all talent
• Manage in-market freelancers to ensure timely delivery and highest levels of quality
• Support TAM and TAE

Quality Control Responsibilities:

• Act as a brand/QC guardian - always ensure brand guidelines and QC checklists and procedures are followed
• Ensure all parties are aware of brand and QC guidelines, ensure internal summaries are developed and distributed if necessary
• Highlight and escalate quality control issues
• Ensure the best external talent is always used - freelancers, proof-readers, copywriters, planners where necessary (liaise with relevant Dept. heads and ensure they pass relevant tests)

Project Management Responsibilities:

• Co-ordinate between all relevant parties - internal (Print, Broadcast, Digital etc.) and external (Clients and Agencies)
• Consistently deliver against all contractual obligations include SLAs and KPIs
• Ensure clear division of responsibility for appropriate files at each stage of the project
• Manage all client projects from brief through to delivery ensuring final materials are on time and of the highest quality
• Where project managers/producers are involved, take responsibility for ongoing communication, tracking project progress and status vs. schedules, timings, delays etc.
• Manage, monitor and update all timelines and set realistic expectations with clients
• Monitor internal workflows, identify areas for improvement and make recommendations
• Follow agreed workflows and utilise relevant project management tools - FIDO, Trados etc.
• Check all materials (PDFs, emails, TVCs etc.) and ensure quality control procedures have been followed before sending to clients
• Ensure schedules, technical specs and copy dates are obtained and correct, report any delays to SAM/AD
• Keep AD updated on status of projects
• Collate any information needed for input to client reports and presentations
• Manage FIDO/Zonza
• Ensure that trackers are updated at all times

Internal Responsibilities:

• Demonstrate a thorough understanding of the Hogarth business model, services and technology
• Demonstrate an understanding of the internal organisational structure - who to go to for all eventualities
• Ensure your line manager is aware of your workload, issues and successes etc.
• Escalate any issues to your line manager
• Respond to requests from Senior Management
• Take responsibility for managing your direct reports providing direction and support where appropriate
• Review the workload of your direct reports regularly, identify workload issues, escalate to your line manager and help resolve them
• Ensure optimum productivity levels are achieved and team morale is high
• Help with recruitment, interviewing and assessment of prospective candidates for your account/team
• Identify and escalate when resource can be utilised by other teams
• Coach and develop the team in their role to ensure achievement of their Personal Development Plan including performance management and training needs etc.
• Manage internal admin, holidays, sick days etc. and take responsibility for all timesheet accuracy from any direct reports
• Ensure timesheets are submitted and completed on time and allocated to the correct accounts
• Provide detailed handover notes/briefings and arrange suitable cover (if required) to ensure all work can be managed in your absence
• Oversee the induction of new starters

Client Management Responsibilities:

• Immerse yourself in the client's brand and offering
• Set and manage client expectations deliverables and timeframes
• Ensure clients understand agreed workflows and manage them through the process
• Identify training requirements and opportunities for clients to ensure their adherence to processes and improve workflow
• Escalate all serious client issues to your line manager immediately and recommend solutions wherever possible
• Identify areas for improvement of existing workflow and processes which could benefit Hogarth and/or the client
• Build strong day to day relationships with all clients and agency stakeholders - communication is key
• Visit clients regularly - co-ordinate monthly operational review meetings with the client or as agreed with the client
• Provide weekly status reports to clients (or at intervals pre-agreed with the client), accompanied by a meeting or call as per client needs
• Provide agendas and detailed contact reports following all client meetings (face to face and phone calls)
• Demonstrate ability to write, prepare and present documents, presentations and reports that are tailored to each clients, style, preference, knowledge and experience

Financial Responsibilities:

• Ensure full compliance with all financial procedures and policies
• Assist with financial reporting and smooth running of the finance function
• Prepare accurate cost estimates based on contracted rates and ensure all estimates are approved by AD
• Contribute to budgeting and forecasting process
• Review and negotiate talent rates on an ongoing basis to ensure high profitability
• Help develop initiatives to maximise profitability

Business Development Responsibilities:

• Strive to better client and stakeholder relations
• Proactively seek and identify new revenue opportunities in existing clients or prospects and inform AD
• Support the AD in developing proposals for any new revenue opportunities

Requirements:

• Experience working in transcreation, translation and/or localisation
• Experience working in TV production
• Solid experience managing international clients in multiple markets with multiple stakeholders
• Experience of budgeting and forecasting
• Strong time management/prioritisation skills
• Strong project management skills
• Can do attitude and an ability to work under pressure
• Strong interpersonal and communication skills
• Fluent oral and written English plus additional languages
• Strong numeracy skills
• Highly organised, detail oriented, client focused and proactive
• Team player
• Sound knowledge of Trados or other CAT Tools