Senior Director Client Services, Brand Commerce

1. Role Purpose

The Senior Director Client Services, Brand Commerce owns and manages a client group across the connected commerce landscape, in partnership with the Global Programme Lead/Senior Director Project Management (and alongside Creative, Strategy and Commerce Leaders) in order to drive revenue and margin growth. Building deep and broad relationships across brand, eCommerce, shopper and media stakeholders in the client organization while mapping a future for the business in 1-3 year time-frames.

Growing the portfolio of clients and diversifying work across Marks capabilities, with specific accountability for extending client relationships into digital shelf, retail media, marketplace and agentic commerce work. Through strategic client leadership, commercial stewardship and deep collaboration across programme, creative, strategy and commerce teams, the Senior Director Client Services shapes long-term client growth, strengthens executive relationships and drives sustainable portfolio performance in a market where brand equity and transactional performance are now measured in the same conversation.

This is a hybrid position location in Chicago, New York City, or Toronto.

Geographic Scope:
Global

Revenue / P&L Responsibility:
Accountable for the strategic growth, commercial health and long-term development of an assigned client group, including organic growth, EBITDA, client retention and expansion of Marks capabilities.

Number of Clients / Sites / Units Managed:
Assigned Group of Clients. This can change with need.

• Own executive-level client relationships and serve as a trusted strategic advisor to key stakeholders.
• Develop and execute long-term client growth strategies that drive retention, expansion and portfolio performance.
• Translate client priorities into actionable growth opportunities that expand Marks' capabilities and share of spend.
• Lead client growth strategy and commercial planning, including account planning, forecasting, contracts (MSA) and renewals.
• Lead strategic business reviews, growth planning and major pitch opportunities across assigned accounts.
• Anticipate emerging client, market and industry trends, proactively bringing ideas and solutions that create value.
• Drive organic growth and new business opportunities through the full breadth of Marks, SGK and partner capabilities.
• Act as the client ambassador within the business, aligning stakeholders around client priorities and strategic objectives.
• Partner with Programme, Creative and Strategy leaders to shape integrated client growth plans and business opportunities.
• Champion creative excellence, strategic thinking and innovation across the portfolio.
• Mentor and elevate emerging client leaders through knowledge sharing, coaching and commercial guidance. Motivate, inspire and teach down.
• Maintain industry expertise and competitive awareness to strengthen client partnerships and business growth.
• Own the commerce growth agenda for the assigned client group, connecting brand creative, packaging, digital shelf content, retail media and in-store activation into a single client plan.
• Build and defend commerce scopes tied to outcomes, including SKU and variant level content production, retailer specific asset syndication and always-on optimisation retainers.
• Translate retailer and platform change into client roadmaps and new scope, including retail media network requirements, marketplace policy shifts and machine-readable product data standards for AI driven discovery and agentic commerce.
• Partner with Strategy, Data and Technology leaders to bring measurement and attribution into the client conversation, moving commercial discussions from deliverable counts to business outcomes.
• Represent AI enabled production and agentic workflow capability to clients credibly, setting expectations on quality, governance, brand safety, data handling and the commercial model that sits behind them.
• Steward retailer, retail media network and commerce technology partnerships that create joint value for the client and for Marks.

Internal: SLT, Portfolio Leadership, PMO, SME Leaders, Finance, Account and Project Management, LOB counterparts, Commerce / Digital Commerce Practice, Data, Analytics, and Measurement, Innovation and Technology (agentic platform and content supply chain).

External:
Clients, Retailer and retail media network partners, Commerce technology and platform partners.