How do you determine your success in managing client relationships?
Marketing managers could work for an agency or be in-house resources. This question is particularly aimed at external client relationship management. The interviewer will want to hear about performance indicators associated with client relationship management, such as client satisfaction score and client retention rate. Talk about hard metrics if you can, the details around them, and how well you performed.
"When I worked for Agency X, we were evaluated monthly using a comprehensive KPI scorecard. The client relationship section included: a net promoter score and client retention rate. To me, the net promoter score was more meaningful, because it was well under my control and wasn't directly influenced by external factors like the client's budget. The score was taken from monthly surveys to clients. Surveys covered items such as responsiveness, professionalism, effective communication, and issue resolution. Ultimately, the key measure that I am most proud of is when my clients choose to renew their annual contracts with our agency, and/or if they don't ask to be re-assigned to a different project manager while I'm handling their contract. That tells me that I'm doing a great job."
