Director of Account Management; Retail Merchandising

Neverland is recruiting on behalf of a national retail services company that partners with consumer brands and retailers to plan and execute in-store programs across thousands of locations. Their field teams handle the merchandising, resets, and product support work in store, while their office-based teams manage client relationships, project planning, and reporting.

The Director of Account Management is a detail-oriented role where tenacity and dedication to the work are crucial to our ongoing success. The role will provide lead a team that provides client service and professional account management to multiple client contacts. The team must maintain outstanding client satisfaction for all clients serviced, ensure job and plan completion, and meet or exceed financial goals.

In addition, the team must also understand and define all client expectations and meet those expectations while improving service, pricing, and performance.

• Lead the Account Management Team
• Act as an executive liaison between the Client, Sales, Operations, and other internal groups to communicate program information and facilitate launches
• Manage, mentor, and coach a team of Account Managers
• Play an active role in developing and maintaining client relationships
• Work effectively with the clients on quality and client satisfaction issues by demonstrating professionalism, responsiveness, and outstanding written and verbal communications
• Attend and actively participate in meetings to facilitate a shared understanding of priorities and foster teamwork between the Client, Sales, Operations, and other internal groups
• Maintain a working knowledge of client programs, objectives, and expectations, as well as define metrics to effectively measure the Company’s performance against such objectives
• Guide program management by analyzing and interpreting data on a regular cadence with the goal of highlighting useful information, and providing recommendations regarding plan scope, execution, and methodology
• Assist clients by developing proposals and effectively communicating and presenting those proposals to both internal management and clients
• Analyze program data to identify additional short and long-term business and revenue opportunities that provide key strategic value to the Company’s relationship with the client
• Communicate new opportunities to internal management on a quarterly basis by developing presentations and/or proposals to provide client account review
• Secure identified additional business opportunities with clients
• Manage client expectations against timelines and make appropriate recommendations by clearly articulating our service abilities and pricing
• Ensure internal timelines are met and that changes are communicated to internal Client Services and Field Operations teams
• Identify client concerns, develop action plans for resolution, work in conjunction with internal Field Support and Project Coordinators to ensure appropriate actions are taken, and communicate the results to the client and internal staff and management
• Keep Company management informed of issues prior to them becoming serious problems internally or with the client
• Other tasks and duties that may arise to meet the Company’s business needs

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to effectively collaborate with others and facilitate team development
• Excellent troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Ability to foster…