OMD Plymouth , MN 55447
Position Title: Client Services Director
Reports to: SVP, Retail & Agency Services
Location: Plymouth, MN
The Client Services Director is responsible for providing leadership and strategic direction to existing and new business account teams in an effort to grow corporate and client initiatives. They must possess strong analytical capabilities and will be responsible for the direction and management of all client service functions, including hiring, process automation, and client management best practices.
This role will provide leadership for the collective client services group. This includes leading meetings (agenda preparation and ensuing follow-up), coaching / mentoring, working with teams to troubleshoot issues, monitoring goal progress, developing client and / or program strategies, high-level and team communication, and ensuring tasks and strategies are being executed.
High Level Relationships with Key Accounts
The CSD must maintain a high level presence with client contacts and decision makers through regular contact, relationship building and industry exposure. Mastering a vast knowledge of client business, competition, latest industry news and trends is imperative.
They must demonstrate a fluid, working knowledge of the advertising industry and its current environment, as they are the industry expert to the client. They must participate in face to face meetings and conference calls as needed. Creating client dependence is important as well.
Revenue and Margin Growth
The CSD must also maintain a high degree of financial mindedness, working closely with the VP to develop revenue and margin forecasts and work closely with the team to eliminate instances of negative margin.
The CSD role will also be responsible for growing new and existing client revenue. A successful CSD will improve customer satisfaction, process implementation, service delivery efficiency, and post implementation support resulting in customer acquisition and high customer retention.
The CSD is accountable for the on-going analysis, evaluation and prioritization of each teams portfolio of clients, and defines and sets success metrics and goals (revenue, savings, margin, efficiency) for each account.
Bachelors degree in Business Administration or related field
7 10 years of media and/or client service experience, with 7+ years in a leadership/supervisory role with the ability to delegate authority and responsibility
Proven experience in a business development/client service environment; experience in print media and/or an agency background is highly preferred
Must have retail industry knowledge at the media/advertising level
Proven ability to be a door opener to build strong relationships (internal/external) that includes and leads to maintained business, introduction of new strategic initiatives for additional business, program implementation, enhanced processes/increased efficiencies, open communication, constructive criticism, collaboration, conflict resolution, and overall improved client service solutions
Strong interpersonal, oral and written communication skills, with the ability to effectively influence others; well-developed facilitation/presentation skills
Demonstrate the ability to balance the business interests with employee needs to simultaneously function as an astute business person and employee advocate. Will also be responsible for team career development and mentoring
Travel required as dictated by needs of the clients, referral partners, and scheduled conferences
Advanced PC skills to include all Microsoft Office products