Job Description:
The Director of Client Services is responsible for leading a team of account managers across all aspects of client service in the development and delivery of custom content marketing programs. Components of a program may include e-newsletters, mobile apps, websites, magazines, newsletters, social, events and video. As the client relationship expert, this position will create business processes that will drive the team through the phases of development/production, distribution and measurement and, ultimately, renewal.
Role and Responsibilities:
- Oversee the integration of cross-discipline account & project management teams into a single, integrated, well-oiled post-sale delivery group
- Manage workload, assignments and utilization across a team of account managers, managing both long (annually-based) and short-term campaigns
- Refine and optimize global processes for campaign delivery and client service
- Troubleshoot and/or serve as escalation point for direct reports to solve any tactical and strategic project issues
- Develop detailed schedules, work plans and resource requirements for the team and projects as needed
- Manage the client contract process in partnership with Sales to ensure all contracted deliverables are specified and feasible
- Oversee and coordinate between internal edit, design, technology and production resources to deliver campaign components
- Maintain and grow customer relationships by gaining a thorough understanding of clients business and their objectives
- Attract, retain and develop a high-performing team, ensuring career and leadership development
- Identify opportunities for innovation and account growth and coordinate with Sales colleagues accordingly
- Manage accounts, as needed
- Instill a culture of creative thinking, accountability and problem-solving
- Stay abreast of content marketing and native advertising trends in order to best service client accounts
- Provide clear but thorough verbal and written communications to clients
- Provide exceptional customer service to ensure client satisfaction
- Serve as head client advocate to ensure that client’s interests are kept top of mind throughout execution of campaign
Requirements:
- Minimum 7 years in progressive project management roles, including at least 3 years building and managing a team of project managers
- Minimum 5 years of experience in content development and distribution, specifically across digital channels
- Proven success at building and merging teams as well as identifying and implementing universal business processes to achieve scale and efficiency
- Demonstrates strong understanding of digital content and media executions, and also integrated marketing channels (print, video, mobile, tablet etc)
- Ability to navigate multiple agency relationships and dynamic personalities to achieve an ultimate project or business goal
- Ability to deliver cohesive, consistent and compelling creative work and client service
- Proven track record as a trusted leader, effective communicator and positive contributor to a team dynamic
- Take ownership of finding solutions
- Proficient in Microsoft Word, Excel and PowerPoint
Education
- Bachelor’s degree
If you are interest for the position, you can send your CV at the hr department of Manager’s Office via email hr@managersoffice.net noting the position code.