Client Service Director; Brand Direct
Listed on 2026-02-21
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Management
Business Management, Business Analyst, Client Relationship Manager, Corporate Strategy
Leadership & Process Architecture
Standardize & Scale: Develop, implement, and continuously refine consistent account management workflows and SOPs (Standard Operating Procedures) across the Brand Direct POD to deliver a uniform, high-quality AI Digital experience.
Team Mentorship: Lead, mentor, and develop a team of account managers, coaching them to operate as trusted strategic advisors to their clients.
Resource Optimization: Strategically allocate resources across high-priority accounts, ensuring the team is structured to support the complex, high-touch nature of direct brand relationships.
Cultural Excellence: Build and sustain a high-performance culture grounded in accountability, proactive problem-solving, and continuous process improvement.
Strategic Advisory: Act as the primary point of contact for key direct accounts, serving as a senior consultant who provides clear, confident guidance on digital strategy.
Operational Alignment: Translate clients’ business objectives into aligned operational and technical execution, ensuring all deliverables are directly tied to the client’s core KPIs.
Conflict Resolution: Set the standard for the department by effectively navigating complex client challenges and internal stakeholder dynamics with professionalism and clarity.
Growth Planning: Drive strategic account planning with a focus on long-term retention and the scalable growth of each brand’s digital footprint.
Cross-Functional Orchestration: Partner closely with MPO, Growth, and Strategy teams to ensure Brand Direct needs are clearly articulated and seamlessly executed.
Performance Accountability: Own performance oversight by monitoring KPIs and identifying optimization opportunities, ensuring reporting is insight-driven, actionable, and valuable to brand stakeholders.
8+ years of experience in client service or account management within digital advertising; direct experience working with brands (either in-house or on the brand-side agency) is strongly preferred.
Proven Leadership: A track record of managing and developing teams to achieve high performance in a fast-paced environment.
Bachelor’s degree in Marketing or a related field. An MBA or advanced degree is a plus.
Process-Oriented Mindset: Exceptional ability to design and implement scalable frameworks and methodologies that can be consistently applied across clients.
Authoritative Communication: Strong executive-level presentation skills, with the ability to lead discussions, command the room, and deliver clear, prescriptive recommendations to senior brand stakeholders.
Analytical Rigor: Ability to synthesize complex data and translate it into clear, compelling narratives for non-technical brand audiences.
Strategic Problem-Solving: A client-centric, forward-thinking problem solver who proactively identifies and mitigates potential risks before they impact the client relationship.
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