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Director of Client Services

4 months ago

Philadelphia, United States Think Traffic Full time

You thrive on watching teams succeed—and work hard internally, every day, to make sure that they do. Working directly with each Account Group leader—and cross-collaborating with our department leaders including operations—you assume the leadership position in assuring that work groups are successfully meeting all business objectives (of clients and, ultimately, the agency).



On a perfect day, you are in sync with the CEO. The teams are appropriately resourced. The expectations are clear. The performance standards are consistent. Quality control is perfect. The SOPs are being followed. The marketing is smart. The concepts are killer. The agency’s pro-activity is being appreciated. And projections are being met—and surpassed

.Your job is to make certain everyday comes damn close to a perfect day


.

Primary Responsibilities

  • Report directly to the CEO and work with senior executives to grow an established account list; learn client’s business and identify their needs
  • Responsible for account stability and growth
  • Most visible client contact
  • Responsible for ongoing management, service, and profitability for assigned accounts and/or programs
  • Responsible for account team interest, morale, and growth
  • Most visible agency team leader
  • Most skillfully manage staff with different personalities and skill sets
  • Anticipates potential relationship or expectation issues, and advising the CEO in time for the agency to act proactively
  • Demonstrates a clear, comfortable, persuasive presentation style for both formal and informal settings
  • Tracks, reports and provides client with ROI on all initiatives managed by the agency so as to strengthen perceived value of agency contributions
  • Plans/hosts client entertainment and team building events



Client Accountability

  • Handle all aspects of client relations management
  • Build positive and lasting relationships based upon achievement of the client’s marketing objectives in a manner profitable to the agency
  • Gain a thorough understanding of the client’s business and industry, becoming the “subject matter expert”, and lead the Account Team(s) in understanding/knowing this information
  • Provide strategic planning and direction on assigned account(s), and develop/present appropriate POVs to the client(s) as required to keep agency top-of-mind to client(s)
  • Provide leadership to Account Team(s) assigned
  • Recognize and capitalize on any and all opportunities to grow the business
  • Ensure the utilization of appropriate agency departments by Account Team(s)
  • Perform a leadership role in preparing and conducting Account Team(s) and client meetings
  • Write effective marketing plans, creative briefs, work orders and reports


Financial Management

  • Undertake overall responsibility for account P&L and ensure profitability of account based on agency income
  • Develop, present and negotiate annual agency fees/budgets
  • Ensure clients’ perception that agency consistently provides value-added services
  • Supervise and approve the development and administration of clients’ budgets
  • Ensure/review the accurate and timely preparation of production, media, digital, and other budgets/estimates for approval
  • Monitor and evaluate all costs from within the Account Team(s)


New Business Development

  • Work with agency executives and/or new business committee to make new business presentations
  • Develop networks of potential client contacts and follow-up as indicated
  • Involve agency executives and/or new business committee in the early adoption process by the prospect to ensure success
  • Spearhead effort on RFP preparations, delivery and follow-up


Agency Operations

  • Manage within Account Team(s), understand and follow all agency procedures, while taking a leadership role in seeking ways to improve upon them
  • Ensure that accurate time sheets are kept and submitted in a timely basis for members of the Account Team(s)
  • Remain knowledgeable about the operations of the agency as a whole
  • Teach procedures and operations to subordinates in informal and formal training sessions
  • Take overall responsibility and ownership of assigned client(s) and processes vs. relying on others
  • Look for ways to contribute and add value to the assigned account(s) and Account Team(s)


Human Resources Management

  • Motivate and encourage subordinates, as well as peers
  • Ensure subordinates and/or assigned personnel follow all agency policies and procedures
  • Take responsibility for the success and/or failure for all assigned direct reports
  • Conduct interviews, as needed, for openings or position creations on the assigned Account Team
  • Monitor and evaluate subordinates’ workloads and reassign priorities as needed
  • Evaluate the performance of subordinates, and appropriately communicate those evaluations
  • Keep accurate notes on performance within agency performance management tool, as well as employee situations as they arise
  • Perform staffing functions (hire, terminate, and coach)


Requirements

  • 10+ years of agency or allied communications industry experience that provides an understanding of advertising, marketing, media, creative, production, public relations, research, social, digital, agency finance, etc.
  • 10+ years experience within the marketing industry, including agency experience in casino gaming, retail, activation, consumer packaged goods, franchise marketing, and/or food & beverage.
  • Franchise marketing or casino gaming experience a plus
  • A conceptual understanding of marketing, branding, strategy and planning are required.
  • Bachelor’s Degree
  • Self-starter and self-motivated, with the ability to provide solutions without supervision
  • Ability to work under pressure, meet deadlines, and handle multiple projects simultaneously
  • Enthusiastic with excellent verbal and written communication skills
  • Mac literate (Word, Excel, Outlook, Keynote)
  • Thrives in a collaborative, fast-paced environment
  • Organized, has attention to detail and able to multi-task
  • Experience in client facing roles
  • Facebook/Instagram/Twitter expertise required
  • Strong leadership capabilities and extensive experience managing a team
  • Proven ability to educate, train, and persuade


Send resume and cover letter to info@think-traffic.com