Client Services Director
1 month ago
The Director Client Services is responsible for leading the Client Services team to ensure work meets client expectations, grows business across the platform within existing key accounts, and serves as the key client contact for all projects and initiatives awarded. The Director Client Services will provide on-site leadership and tactical support to ensure projects are managed with accuracy and follow-through.
Key Responsibilities:- Lead and manage sales and EBITDA among assigned accounts through five basic requirements: retain account, grow account through increased services and revenue, improve profitability and EBITDA, increase client's sales, customer count, and brand image, and increase Quad's equity and worth as a partner supplier/company.
- Assist with strategic account planning for identified accounts, including strategic account plans, retention and growth targets, profitability optimization, account budgeting, and sales forecasting process.
- Direct and guide Client Services Managers and teams.
- Build and maintain client relationships with low-level, mid-level, and senior-level management.
- Develop long-term client partnerships that result in a mutually beneficial, growth-oriented business and working relationship.
- Influence to provide opportunities to educate the client on Quad's services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Quad offerings 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 (social media, email, events, print, TV). Ensure consistent messaging and branding across all touchpoints. Collaborate with creative teams to create cohesive campaigns that resonate with the target audience. Leverage data analytics to track campaign performance and identify areas for improvement. Optimize campaigns based on real-time insights, adjusting tactics as needed.
- Work closely with internal teams (creative, media, PR) to align campaign objectives and messaging.
- Engage with external partners (vendors, influencers, media outlets) to amplify campaign reach.
- Assist in developing presentations for prospective clients, including QBRs, RFPs, and proposals.
- Assist in the development and execution of the client/agency contract and scope of work.
- Ensure client satisfaction with the performance of the Client Services Team and level of service.
- Act proactively to manage the business effectively.
- Manage account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability. Additionally, ensure all account records and activity are completed within guidelines, policy, and procedures.
- Keep management informed regularly of events/issues that could impact client relationship.
- Manage and assist on-site Manager/Supervisor Client Services with the management of his/her staff. This includes interviewing, hiring, and training employees; planning, assigning, and directing work; evaluating work quality, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Think strategically and tactically to meet client needs, to improve current services or to deliver new services.
- Ensure Client Services teams provide thorough client input to the respective internal teams.
- Ensure staff adheres to established processes and procedures to ensure timely and accurate delivery of Client's services.
- Oversee the development of estimates for new projects within establishing pricing guidelines.
- 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:
- Bachelor's degree in advertising, communication, marketing, or related field required or the equivalent. (MBA a plus)
- Successful track record of leading teams to meet and exceed goals and objectives.
- Ability to inform, educate, and influence managers and employees to support goals and objectives.
- Ability to think strategically and act tactically in order to align Quad's services with customer needs.
- Ability to manage and develop staff in a highly interactive team environment.
- Experience with MS Word, MS Excel, MS PowerPoint, and Outlook.
- Travel as required, temporary assignments (out-of-town).
- Marketing understanding of marketing strategy, creative, photography/videography, print production, media, and digital.
- Experience developing and managing to budgets.
- Solid business acumen and knowledge to assess new business opportunities and when to change current account strategies.
- Solid negotiation skills required.
- Knowledge of customer services, sales, retail structure, operations, account service/sales management best practices, and proven ability to communicate and implement.
- Strong written and verbal communication and interpersonal skills.
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