What you will do
The role sits within the GWR London Consultancy team, with the primary focus of supporting our clients' goals -whether they are individuals, organizations, government departments, or nonprofits-in reaching their ambitious goals and offering expert guidance and support.
The Client Manager, Records Creative is accountable for ensuring client satisfaction through understanding the client's brand, objectives, and creative vision.
This role entails evaluating and verifying record inquiries while collaborating with the commercial sales team and the prospective client to understand their motivations and provide customized, creative solutions, ensuring the process is both accessible, motivating, and overall successful.
We are seeking someone with a very proactive attitude and willing be hands-on from the start, include managing the creative process from concept to completion, ensuring that clients maximize the value of their one-of-a-kind partnership with Guinness World Records through using creative and innovative solutions to enhance their experience.
Key tasks
This is accomplished through the following duties and responsibilities:
1. Client Relationship Management:
Support clients by aligning records with their vision and goals, offering tailored and creative solutions for success.
2. Creative Brainstorming Collaboration:
Lead brainstorming sessions with the commercial sales team for innovative record ideas, respecting each client's uniqueness while ensuring feasible solutions. Following client Brief and Brainstorms session and create a Records Creative Report and Records Creative Deck within 2-3 business days alongside the commercial sales team. Ensure the client deck outlines the value add of working with GWR alongside the commercial marketing team.
3. Assessment of Record Enquiries:
Utilise knowledge of record guidelines to make informed, logical decisions, adapting policies as needed to manage complex record scenarios.
4. Record Approval and Documentation:
Review documentation for accuracy during record approval, streamlining processes without sacrificing rigor to simplify the verification journey.
5. Feedback Collection:
Sit in client calls with the commercial sales team, to gather client feedback for process improvement, enhancing the record-breaking experience.
6. Record Guideline Development:
Collaborate with senior team members to create accessible guidelines, simplifying record-breaking for clients.
7. Adjudicator Coordination:
Book and briefs adjudicators for events, ensuring a smooth and transparent handover of key details to ensure that the client and adjudicator relationship is positive.
8. Customer Service Excellence:
Maintain high client service standards with timely communication, supporting clients and ensuring seamless project delivery in line with SLAs.
9. Issue Resolution:
Actively resolve client issues and inquiries to ensure satisfaction and a smooth project experience.
Key knowledge, capability and skills
• 3-5 years of tangible experience within an account management, client handling role.
• Undergraduate Degree preferred but not required
• Must be proficient in MS Excel, Word and PowerPoint.
Knowledge:
• Customer Service:
Understanding of best practices for client satisfaction and managing inquiries.
• Project Management:
Communication skills and knowledge of project timeframes and deliverables.
• SLA Understanding:
Familiarity with Service Level Agreements and their importance.
Capability:
• Client-Centric Focus:
Focuses on understanding the client's vision and offering solutions that empower them to succeed, ensuring a holistic support system throughout the journey.
• Quick Learning:
Ability to quickly absorb new information with a positive attitude.
• Effective Communication:
Clear verbal and written skills for smooth client and team interactions.
• Attention to Detail:
Precision in tasks, particularly in application processing.
• Presentation Skills:
Ability to communicate directly to client
• Problem Solving:
Identifying and addressing issues with guidance from experienced team members.
• Collaboration and Innovation:
Fosters a collaborative environment with clients and internal teams, ensuring that the record solutions proposed are innovative, achievable, and aligned with the client's goals.
Key relationships
Head of Records creative team
Commercial Account Management team
Commercial Marketing
Global Counterparts
Adjudicators
Life at GWR
A transparent structure with a values-driven & collaborative culture.
Flexible / hybrid-working policies.
25 holiday allowance.
30% Staff discount on GWR-branded merchandise
Enhanced family leave policy.
Seasonal Friday Hours - a 1pm finish in the summer or a 4pm finish in the winter.
Open plan and central London office in Tottenham Court Road, with a snack station and a chance to socialise with colleagues following the monthly Town Halls
Meet Record Holders - each office regularly arranges virtual and in-person opportunities for us to connect with each other and to hear inspiring stories direct from our amazing record holders.
Regular team socials including our summer and winter parties
Annual Staff awards celebrating peers
2 volunteer days per year
Want to find out more about what we can offer you? Please view our Job Perks pages:
***/about-us/life-at-gwr/our-culture
We live by our values
Integrity of our records, assessing claims with objectivity and enthusiasm and free from prejudice or bias. This integrity extends to our people, the way we act, the way we do business and the way we make decisions.
• Respect for our record holders and challengers, our brand, our people, our business partners and our owner.
• Inclusiveness is central to achieving our Vision. We believe in offering record-breaking for everyone, everywhere.
• Passion in our enthusiasm about records and record holders, our brand and purpose, our people, and how we demonstrate that in our work and to our customers.
• Fun is part of everything we do. It is one of the reasons we are here and will always be at the heart of how we behave.