The Sr. Director, Client Service is responsible for designing, implementing, leading and growing client engagement models and for setting the charter for one of Merkle’s largest accounts. The Sr. Director reports to the VP, Client Partner, and will serve as right hand person. S/he will truly own key aspects of the account, while still keeping the Client Partner both involved and engaged.
This individual is accountable for overall account management activities and serves as a leader within a client team, overseeing account management direct reports, as well as maintaining indirect responsibility for shared service work activity. This person is skilled in having difficult client and employee conversations within the context of project execution and consistently demonstrates an advanced ability to rally a team to deliver high client satisfaction. S/he assists the team with executing daily deliverables to ensure programs are on time, on budget and on strategy. S/he has a solid understanding of the value objectives of our programs and aligns the team and the client activities to focus on achieving value. Qualifications
Establish and maintain strong, strategic partnerships with the client by developing and presenting recommendations to apply strategy based on CRM and/or industry knowledge.
Ensure the successful execution of deliverables. Willing to help run projects if the team is overloaded.
Provide verbal and written thought leadership on strategic planning initiatives.
Engage a cross-functional team to deliver high levels of service and output quality.
Provide the strategic infrastructure to push the team to work/think differently.
Ask questions, anticipate issues, and provide proactive solutions relative to direct marketing campaigns on topics including business strategy, brand strategy, creative, digital media, and results analysis.
Run and own multiple lines of business that include team members with varying personalities/skill sets. Is comfortable teaching and guiding versus just delegating.
Navigate matrixed organization to lead teams across functional areas.
Resolve all issues with client and internally relative to all facets of client engagement.
Complete accountability for the revenue and profitability forecasting and goals.
Identify client gaps (before being flagged) and propose appropriate ideas/solutions.
Inspire the team to do their best work. Set the bar for the team as it pertains to work ethic, personal drive, work quality and relationship management.
Client focused – seeks to understand client business and challenges
Innate curiosity for learning new things and/or digging in when things seem incorrect (without being told).
Willingness to consistently “go above and beyond” for both clients and the internal team/management.
Entrepreneurial spirit that enjoys/excels at running a business.
Leads by example and not afraid to “dig in” and get his/her hands dirty
Constantly pushes himself/herself to write, talk, and think differently.
Ability to turn both the job and accounts into not only what it needs to be, but also what s/he wants it to be.
Thrives in an environment where it is required to think fast and “triage”.
Key Skills and Experience
Bachelor's degree required
Pharmaceutical marketing background, ideally in professional/HCP marketing
Ability to lead team (internal and client)
Business acumen to develop and manage budgets/forecasts/pro forma
Ability to multi-task and work well in a fast changing environment
10-15 years experience in client services/account management in an advertising agency, marketing company, or client side marketing department with a working knowledge of:
Campaign management - campaign design, production, data processing, etc.
Knowledge of the Adobe Marketing Cloud, in particular Adobe Campaign and Email
Account planning and strategy
Understanding of data analytics for multi-channel results analysis
This job description is a summary of the essential functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description. Other duties, as assigned by the supervisor, might be part of the job.
All your information will be kept confidential according to EEO guidelines.