Client Service Director

Mosaic Dallas , TX 75201

Posted 6 months ago

The Director of Client Services will work closely with the program leaders and shared services to set short and long term strategic direction for the team and identify the necessary services and resources required to implement the strategies. Also, work closely with the Sr. Director of Client Services and other key account team partners to determine meaningful strategies that will exceed client expectations.

The incumbent(s) in this position should exhibit the following ACOSTA values:

  • People Minded Must show dignity and respect to all people

  • Integrity Must exemplify the highest degree of ethical behavior

  • Results Oriented Must show passion, pride and commitment to succeed

  • Trust Must be honest, sincere and confident

  • Teamwork Must build trusting relationships

  • Innovation Must progress through a combination of creativity, common sense and vision

  • Balance Must maintain an optimistic attitude and keep perspective on what is important in life

Essential Functions of this Position:

  • Evaluate reporting compliance from top down to ensure maximum compliance and program profitability

  • Drive revenue growth with existing clients and generate new business opportunities by securing new accounts

  • Focus on increasing sales and growing margin by maximizing all revenue opportunities

  • Communicate directly with client to provide insights and analysis regarding program performance and to identify opportunities for continued improvement

  • Develop strategic coverage solutions that ensure the right activity is happening, at the right place, at the right time, by the right resource

  • Provide direction and management to the team regarding client expectations and performance goals

  • Define, monitor and give feedback on key performance metrics

  • Take appropriate actions when performance metrics are not met

  • Ensure that the right resources are in place and that the field staff has access to the necessary information, tools and technology to achieve the desired results

  • Closely manage and monitor the financial results of the program to maximize profitability

  • Manage turnover and fallout and increase retention

  • Meet regularly with and provide feedback and coaching to direct reports

  • Monitor all program key performance metrics to ensure the program is performing to all key stakeholder expectations

  • Maintain focus and accountability for billing and ROI analysis by period and alert account team partners to any variance issues

  • Other duties as assigned.

Minimum Education Requirements:

  • Bachelor Degree, Master's Preferred

Experience Requirement:

  • Ten plus years of prior relevant experience in Business, Marketing or related field with seven to ten years of management experience, with experience in a retail/merchandising/marketing environment OR any similar combination of education and experience

  • Retail and/or field marketing agency experience highly preferred

  • Profound understanding of mass, big box, gaming and regional electronics retailers including in-store process, merchandising and training practices and standards

  • Experience directly managing a large (150 person) multifaceted retail organization including field execution teams, internal operations, and client services

  • Must have a valid driver's license

  • This position requires that you drive on behalf of Acosta Sales & Marketing, and as such, any DUI/DWI conviction in the past 36 months will be an immediate disqualifier for this position.

Knowledge, Skill and Ability

  • Proven success in senior level client relationship development and management

  • Outstanding organizational skills, attention to detail, project management experience, and prioritization of tasks

  • Superior interpersonal skills to work closely with other team members and the client

  • Professional attitude and strong leadership skills

  • Strong verbal communication and presentation skills

  • Excellent judgment, effective problem-resolution skills, and the ability to balance multiple demands

  • Extroverted, Motivated & Confident working with people; Magnetic personality

  • Must be familiar with Windows 7, Xbox 360, Windows Mobile, Windows XP, Microsoft Office

  • Passionate about technology with an outstanding knowledge of PC hardware and software and gaming platforms technology enthusiast

  • Comply, adhere and ensure that direct reports comply and adhere to company policies concerning disciplinary, termination, performance and conduct issues in communications with all direct reports and/or team members

  • Supervise activities of all direct/shared departmental reports, including clearly communicating client and account team expectations, developmental planning for management employees and succession planning within programs, ensuring that all direct reports are trained on program specifics

  • Remain proactive in anticipating problems or issues and resolves issues quickly

  • Provide program direction and overall strategy management to training organization to ensure that all training needs of the field and management are being properly assessed

  • Ability to travel 30 to 40%

  • Must have and maintain valid drivers' licenses.

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Client Service Director