BM-BD-P-25-003
1. Purpose #
1.1 This procedure formalizes the Account Manager’s end-to-end role in project onboarding, coordinating internal teams and clients from approval to handover for stated expectations, efficient execution, and aligned resources.
2. Scope of Application #
2.1 This procedure applies to all projects, products, and services offered by Blih Marketing & Communications PLC, including branding, advertising, strategic communications, digital marketing, and technology development or related products, where cross-functional collaboration is required to successfully initiate, plan and execute client engagements.
3. Definition #
3.1 Project Lifecycle: – Stages from initiation through planning, execution, delivery, and closure.
3.2 Internal Briefing: – The structured meeting to communicate goals, scope, timeline, and risks to internal teams.
3.3 Milestones: – Agreed checkpoints in the project timeline to monitor progress.
3.4 Client Brief: – A comprehensive document summarizing the client’s business, objectives, brand guidelines, technical or creative requirements, timelines, and budget.
3.5 Escalation Protocol: – A process by which significant issues are raised to senior management for resolution.
4. Responsibility #
4.1 Business Development Executive/Officer
4.1.1 Identifies, engages, and qualifies prospective clients.
4.1.2 Leads initial presentations and collaborates with the account manager for proposal preparations.
4.1.3 Coordinates with the Account Manager to ensure a smooth handover after contract signing.
4.2 Account Manager
4.2.1 Acts as the primary link between the client and internal teams from onboarding until the project is complete.
4.2.2 Translates client requirements into actionable deliverables.
4.2.3 Leads project kickoffs, internal briefings, and planning meetings.
4.2.4 Tracks progress of onboarding tasks, and monitors risk before execution begins.
4.2.5 Ensures clarity in client expectations, documentation, and communication plans.
4.3 Creative/Technology Department Head
4.3.1 Participate in internal briefings to understand and approve project briefs, scope and requirements.
4.3.2 Provide feasibility input on proposed deliverables, timelines, and resources.
4.3.3 Notify the Account Manager of any anticipated bottlenecks or technical limitations.
4.3.4 Deliver tasks and projects according to the set priority of the projects. 4.3.5 In their role as product developers, define or verify technical specifications for technology products before development proceeds.
4.4 General Manager
4.4.1 Supports resolution of high-priority risks or disputes throughout project execution.
4.4.2 Reviews and approves significant changes to scope, financial terms, or project risk exposures.
4.4.3 Approve prioritizing levels of projects and tasks assigned by the account manger.
4.5 Finance Department
4.5.1 Verifies the financial aspects of proposals and agreements. 4.5.2 Tracks billing milestones and compliance with approved budgets. 4.5.3 According to the agreement and the account manager confirmation request and receive payments related to the projects. 4.5.4 Communicates potential financial risks to the Account Manager.
5. Work flow #
5.1 Internal Briefing Session
5.1.1 The Account Manager shall organize a session with Creative, Technology, Finance, and People Management to review the Client Briefing Document.
5.1.2 The following items shall be discussed:- Final objectives, Technical specifications, Visual/creative direction, Budgets and resource allocation, Known client concerns, and Reporting frequency and method.
5.1.3 All relevant stakeholders shall raise any questions or clarifications needed before execution begins.
5.2 Project execution
5.2.1 In collaboration with departmental managers the account manager shall breakdown the project into tasks and plan with deliverable timeline. 5.2.2 Depending on the scope and sector of the projects all responsible dep’tal managers shall select and announce the qualified personnel for designated tasks with deadlines into the task management system.
5.2.3 Confirm the team is fully ready to move to execution by ensuring no gaps remain in understanding the project’s scope, budget, or timelines.
5.2.4 All responsible dep’t managers shall monitor the completion rate of each task and in case of delays and challenges announce it to the account manager for corrective solutions.
5.2.5 The account manager with the coordination of relevant department managers shall identify key milestones of the project in which the duration to conduct the satisfaction of the client will be specified, measured and addressed as specified on the client satisfaction procedure as the client satisfaction result(i.e. conducted mid project and after project completions) will alter the next stage of the project execution therefore shall be considered as prerequisite to proceed with next stage of execution.
5.2.6 Depending on the identified milestones the account manager shall report the achievement rate of each milestone to the GM and departmental managers and depending on the result of the milestones the result(found to be satisfactory) report shall also be sent to the client. 5.2.7 In the case of client feedback, request and compliant related project the account manager shall acknowledge the complaints within 24 hours, and client feedback shall be within one hour of response during working hours and till three hours response during non-working hours excluding nights as stated in client satisfaction procedure. 5.2.8 In the event of encountering challenges or potential gaps, the Account Manager will immediately engage the direct responsible department head to jointly identify root causes and provide alternative solutions. 5.2.9 These solutions will be communicated and discussed with the client, ensuring transparency and mutual understanding of any adjustments required, aiming to clarify any gaps, increase the project achievement rate, enhance client satisfaction, and eliminate risks through timely preventive and corrective actions. 5.2.10 The account manager shall schedule weekly and bi-weekly follow up meetings and status report meetings where a formal meeting minute shall be drafted according to the meeting minute procedure that shall be distributed within 24hrs. 5.2.11 Close the complaint only after formal client confirmation through designated communication channels(formally through an email). 5.2.12 All listed comments and suggestions during the scheduled meetings shall be corrected by the direct responsible dep’t/personnel. 5.2.13 Any escalated issues regarding projects that couldn’t be handled by the account manager shall be reported to the GM. 5.2.14 The account manager shall ensure all deadlines are met, driving the project on time with deliverable results leading to project completion.
5.3 Project Completion
5.3.1 Finalize the project tracker, ensuring it clearly documents all deliverables, milestones, assigned owners, and key dependencies.
5.3.2 Store the completed project tracker and all relevant onboarding materials in the task management system.
5.3.3 Mark the client/project status as “completed” and formally closing tasks.
5.3.4 After the completion of the project the account manager shall formally announce the project completion to all stakeholders especially to the finance department considering the payment process as stated in agreement/contracts with clients. 5.3.5 All relevant case studies and surveys related to the project shall be utilized to inform solutions for future cases and demonstrate commitment to continuous improvement. 5.3.6 Finally the BDO shall conduct the client satisfaction according to the client satisfaction procedure.
6. Generating records #
6.1 <<Project breakdown plan>> 6.2 <<Resolution Plan>>
7. Reference documents #
7.1 << Signed Proposal>> 7.2 << Signed Service Agreement>> 7.3 <<Client Briefing Document>> 7.4 <<Client Kickoff Meeting Minutes>> 7.5 <<Internal Briefing Session Minutes>> 7.6 <<Project Tracker>>
8. Relevant documents #
8.1 <<Client on boarding procedure>> 8.2 <<Client acquisition procedure>> 8.3 <<Client satisfaction procedure>>