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Client Services Director

2 months ago

Bloomington, United States Quad Full time
Job Description

Job Summary:

The Director of Client Services is a key leadership role responsible for directing the Client Services team to ensure work meets client expectations, grows business across the platform within existing key accounts, and serves as the primary client contact for all projects and initiatives. This role requires strategic thinking, leadership, and communication skills to drive business growth and client satisfaction.

Key Responsibilities:
  • Account Growth and Management: Lead and manage sales and EBITDA among assigned accounts through five key requirements: retain account, grow account through increased services and revenue, improve profitability and EBITDA, increase client sales, customer count, and brand image, and increase Quad's equity and worth as a partner supplier/company.
  • Strategic Account Planning: Assist with strategic account planning for identified accounts, including strategic account plans, retention and growth targets, profitability optimization, account budgeting, and sales forecasting process.
  • Team Leadership: Direct and guide Client Services Managers and teams to ensure effective leadership and management.
  • Client Relationship Building: Build and maintain client relationships with low-level, mid-level, and senior-level management to develop long-term client partnerships.
  • Integrated Solutions: Influence the development of integrated solutions that leverage Quad's services and are mutually beneficial for the client and Quad.
  • Cross-Channel Strategy and Execution: Develop and execute integrated marketing strategies that seamlessly combine online and offline channels, ensuring consistent messaging and branding across all touchpoints.
  • Campaign Development: Collaborate with creative teams to create cohesive campaigns that resonate with the target audience, leveraging data analytics to track campaign performance and identify areas for improvement.
  • Internal and External Partnerships: Work closely with internal teams and engage with external partners to amplify campaign reach.
  • Proposal Development: Assist in developing presentations for prospective clients, including QBRs, RFPs, and proposals.
  • Contract Management: Assist in the development and execution of the client/agency contract and scope of work.
  • Client Satisfaction: Ensure client satisfaction with the performance of the Client Services Team and level of service.
  • Business Management: Act proactively to manage the business effectively, managing account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability.
  • Staff Management: Manage and assist on-site Manager/Supervisor Client Services with the management of their staff, including interviewing, hiring, and training employees, planning, assigning, and directing work, evaluating work quality, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
  • Strategic Thinking: Think strategically and tactically to meet client needs, improve current services, or deliver new services.
  • Client Input: Ensure Client Services teams provide thorough client input to the respective internal teams.
  • Process Adherence: Ensure staff adheres to established processes and procedures to ensure timely and accurate delivery of Client's services.
  • Estimate Development: Oversee the development of estimates for new projects within established pricing guidelines.
  • Marketing Objectives: Develop marketing objectives, strategies, and execution for current services or prospective services that may be offered to the Client in the future, consistent with Quad's approved processes.
Qualifications:
  • Education: Bachelor's degree in advertising, communication, marketing, or a related field required or the equivalent (MBA a plus).
  • Leadership Experience: Successful track record of leading teams to meet and exceed goals and objectives.
  • Communication Skills: Ability to inform, educate, and influence managers and employees to support goals and objectives.
  • Strategic Thinking: Ability to think strategically and act tactically in order to align Quad's services with customer needs.
  • Staff Management: Ability to manage and develop staff in a highly interactive team environment.
  • Technical Skills: Experience with MS Word, MS Excel, MS PowerPoint, and Outlook.
  • Travel: Travel as required, temporary assignments (out-of-town).
  • Marketing Understanding: Marketing understanding of marketing strategy, creative, photography/videography, print production, media, and digital.
  • Budget Management: Experience developing and managing to budgets.
  • Business Acumen: Solid business acumen and knowledge to assess new business opportunities and when to change current account strategies.
  • Negotiation Skills: Solid negotiation skills required.
  • Customer Service: Knowledge of customer services, sales, retail structure, operations, account service/sales management best practices, and proven ability to communicate and implement.
  • Communication Skills: Strong written and verbal communication and interpersonal skills.