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Sr. Director, Client Services

4 months ago

Saint Petersburg, United States Kobie Full time
Job DescriptionJob Description

Why you will love working for a National Top Workplace

We are a global leader in loyalty marketing.

We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most.

We are a mission and values driven company.

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.

We are values driven at every point. Over our 30+ year journey, we've created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients.

About the team and what we'll build together

The Client Services team is a critical conduit connecting our client's business with the Kobie business. Our responsibility is to leverage Kobie's best in class strategy, technology and products and apply them thoughtfully to our clients' programs to improve customer loyalty. We build strong, authentic relationships to foster the kind of collaboration that drives innovation and jointly beneficial outcomes that we are proud to be accountable to.

How you will make an impact

The Sr. Director, Client Services serves as a visible, senior lead within the Client Services team, responsible for leading a strategic book of business, encompassing one or more enterprise accounts and/or geographic regions.  The role has a heavy emphasis on ensuring that we are providing world-class thinking and delivery to our clients and providing strategic and tactical leadership for all aspects of our client's loyalty and customer enterprise initiatives. This role will maintain frequent, intentional contact with our senior clients and internal Executive Leadership and is instrumental in delivering influential communication that reinforces our expertise and the value as a trusted advisor.

In addition to the leadership role with our clients, this person will also be important in shaping Kobie's internal teams, culture, and rules of engagement as an agency. The team and client contacts will look to this leader and other senior management for strategic direction, escalations/problem solving and to set the tone for how we work. This position is considered an internal leadership role, shaping Kobie's internal team, culture, and rules of engagement as an agency.

Your Day-to-Day

Your accountability and chief mandate includes ensuring strong client health and ultimately, the growth and retention of Kobie's account portfolio. This person must thrive on being in the spotlight on key client opportunities and be comfortable in supporting new opportunity pursuits as well. This will also include creating and executing go-to-market strategies alongside Kobie's overall strategic growth objectives by generating and maintaining strategic business partnerships and expanding the Kobie brand within existing clients and new business development.

(60%) Senior level Point-of-Contact with Clients/Decision Makers

  • Manage and guide a large, cross-functional team while ensuring we have a strong understanding of the account health, opportunities and areas of concern.
  • Deeply understand the business challenges our clients are facing and how to apply both thought leadership and Kobie's products and services to address these challenges.
  • Build trust to improve relationships with clients, where needed.
  • Guide our client and internal teams in the change management required to bring bold, strategic outcomes to bear.
  • Own all aspects of client relationships including preservation of the existing revenue base, and expansion of revenue from assigned client relationships.
  • Ensure superior client satisfaction by acting as an advocate for clients with proactive identification of client needs, potential internal issues impacting client satisfaction, and ensuring client issues are resolved.

(20%) Industry Vertical Team leader

  • Collaborate with other department leaders to ensure program delivery is strong and consistent.
  • Establish benchmarks and rules of engagement to ensure entire team is aligned with expectations and an understanding of importance.
  • Help develop team resources including building their expertise and satisfaction at Kobie.
  • Develop and manage Account Plans to provide a roadmap for client success and ultimately revenue growth.
  • Provide leadership for Quarterly Client Reviews, including overseeing/directing development of strategic thinking and materials.
  • Ensure the team manages the client's annual budget to ensure all initiatives are on time and on budget. When discrepancies arise, resolve expeditiously to minimize risk and maintain client satisfaction.

(20%) Drive Profitability and Organic Growth on Account

  • Maintain/improve account financials, protect existing business and generate organic growth.
  • Qualify opportunities and help to define/influence requirements that build winning proposals.
  • Actively participate in Business Development efforts and presentations at Kobie.
  • Manage budgets, forecast, margins, and resource allocation; ensure delivery of account profit expectations. Work with leadership and Finance to define pricing and profitability.
  • Partner closely with Accounting to ensure timely and accurate client billing/payments.

What you need to be successful

  • 10 - 15 years of experience aligned with expectations above.
  • Bachelor's degree minimum: MBA preferred.
  • Previous experience in Travel & Hospitality market/vertical (hotel, airline, rail, car rental, etc.).
  • Previous experience in the loyalty industry and/or the industry vertical including technology enablers.
  • Previous experience with technical delivery lifecycle and methodologies,
  • Expertise in both loyalty and CRM disciplines.
  • Strategic thinking with the ability to build and articulate a vision that drives value to our clients.
  • Growth-driven with a proven ability to close sizable organic opportunity.
  • Strong judgment and ability to provide direction and problem solve in real time.
  • Understanding of the complexity of the programs we are deliver, and the challenges our clients face every day in managing these programs.
  • Strong communication skills, both verbal and written— able to curate the message to drive positive results.
  • Strong salesmanship and confidence in growing accounts and opportunities.
  • Capacity to balance multiple client demands, opportunities, and deadlines in addition to participation in broader Kobie initiatives.
  • High energy and a solutions-focused attitude.
  • Strong culture and client fit (passionate, professional, outgoing, creative, leader, shared values, work ethic, team mentality, collaborative).
  • Skill in consistently building Kobie brand equity to garner trust, credibility, and client referrals.
  • Ability to travel domestically up to 20% of the time, with some peak travel periods of up to 35%.

Our teammates are at the heart of everything we do

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like FitOn, to generous vacation time for yourself, we support your health needs fully. In today's job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie's competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career.

Kobie a place for all

We don't just accept differences – we embrace, share, and celebrate them

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.