Client Relations Specialist

Ingram Content Group is one of the world's largest and most trusted distributors of physical and digital content. Thousands of publishers, retailers, and libraries worldwide use our products and services to realise the full business potential of books, regardless of format. Ingram Content Group has earned its lead position and reputation by offering excellent service and creating innovative, integrated solutions. Our customers have access to best-of-class digital, audio, print, print-on-demand, inventory management, wholesale and full-service distribution programs.

Become a part of an innovative team helping to revolutionise the way publishers make books available in an on-demand world and helping to revolutionise the way that publisher content reaches readers around the world! 

As the Client Relations Specialist you will work for IPS UK in a strategic to help grow the business. You will serve as the primary point of contact for assigned clients, acting as the liaison between the client, the global sales team, Ingram support, and operational departments.

Working alongside our London-based Sales & Marketing team, you will take ownership of publishers for a stable of clients who have signed up for sales representation through IPS UK. With support, you will manage the process of client journeys from inception through to established working relationships. 

You will be creating and disseminating content across a variety of channels to strengthen the brand. You’ll also regularly present your work, and its outcomes, to senior colleagues from across the business.   

Essential Job Duties:

• Ownership and responsibility for handling all aspects of client queries on behalf of sold clients at IPS UK, managing clear and proactive communication between your clients and the business.
• Supplying clients with regular sales updates and available marketing opportunities.
• Driving forward processes, client feedback and system enhancement suggestions from across your publisher base.
• Ability to explain technical requirements and system limitations to clients and colleagues in a positive and easy to understand way.    
• Collaborating with cross-functional colleagues from across Ingram Content Group to arrive at optimum outcomes for IPS UK client publisher.
• Advocating for the needs of clients within IPS UK, acting as the voice of clients within the business, and similarly advocating for IPS UK back to your own group of publisher clients.
• Ensuring that publishers comply with relevant metadata and operational requirements to keep them on their critical path.
• Scheduling and running of client meetings, organizing sales conferences, and ensuring sales material deadlines are met in line with the needs of the IPSUK Sales and Marketing Team.
• Meeting regularly, in person or virtually, with publisher clients on their business requirements, and identifying areas of mutual business improvement – particularly in reference to wider Ingram services.
• Minuting meetings where necessary, and capturing action points, assignees, and key deadline dates.
• Devising, creation and dissemination of content marketing campaigns across multiple channels (social media, digital, newsletters, events, print) to help maintain and grow the profile of the company.
• Collation, analysis and presentation of content marketing outcomes via a variety of analytical tools, using data-driven analysis to drive future engagement.
• Undergoing and maintenance of regular training on company systems, procedures and processes. Training of colleagues as appropriate once you have attained relevant experience.
• Working with the Manager, Marketing and Publisher Services on creating IPS UK marketing and communication directly to clients
• Work closely with the BusOps team on onboarding and offboarding of clients
• Compliance with Health & Safety regulations in accordance with company policies.

Qualifications (Typical Experience, Typical Education, Knowledge/Skills/Abilities): 

• GCSE's with English language and Mathematics required.
• Minimum 3 years’ experience in publishing or related fields
• Proficient in Microsoft apps

Skills:

• Customer relationship management skills.
• Available to attend meetings with clients and customers face to face and by teleconference.
• Good grasp of organizational and time management skills
• Ability to prioritize workload , work on own initiative, and as part of a close-knit team.
• Attention to detail.
• Good English and numeracy skills.
• Comfortable using Marketing application tools such as Canva
• Problem-solving approach, and solutions focused.
• Ability to work constructively with others.
• Ability to communicate appropriately with all levels of the organization.
• Customer-focused approach.
• Good, clear written communication skills including professional management of email
• Remote communication skills, including the arrangement and administration of virtual meetings
• Display positive, cheerful, and proactive behaviours at work and when representing the company.
• Display good problem-solving skills
• Calm under pressure
• Actively participate in, contribute to and record internal and external meetings as required
• Display a flexible attitude to your workload and team colleagues
• Undertake all other reasonable tasks and responsibilities as requested by your manager
• Ability to work in a fast-paced environment as a key member of a small team

Essential Physical Demands:        

• Standard office environment and mainly sedentary role.
• Ability to travel as required, including to other UK and international locations

• Competitive salary
• Training Opportunities
• Free onsite parking
• Free Hot drinks
• Service Awards