Director of Client Services

Encore is seeking a highly motivated, systems oriented, and results-driven Client Services Director to lead our client services team and own account retention, growth, and revenue forecasting.

In this role, you will be responsible for building and overseeing a team of account and project managers, to ensure that all campaigns are delivered on time, and within budget. You will work collaboratively with our team of creatives, strategists, and production specialists to drive project success and ensure excellent client experience.

Your strong communication and organizational skills will be essential in building scalable client services systems, fostering client partnerships, identifying opportunities for growth, and navigating the complexities of client services.

• Develop and provide day-to-day leadership to a team of account, project and support managers.
• Develop scalable systems to ensure efficiency and excellence in all client interactions
• Manage relationships for a portfolio of key accounts.
• Develop and maintain strong relationships with clients, understanding their business goals and marketing needs.
• Provide clients with strategic marketing guidance.
• Coordinate with internal teams to deliver projects on time and within budget while maintaining the highest quality standards.
• Lead strategic planning sessions and provide insights and recommendations to clients based on industry trends and best practices.
• Prepare reports on account performance, including campaign analytics, budget tracking, and client satisfaction metrics.
• Identify opportunities for upselling additional services and maximizing client value.

• 10+ years of account and project management experience in a marketing, communication, or advertising agency.
• Strong understanding of various marketing strategies (digital, traditional, etc.).
• Exceptional communication and interpersonal skills, with the ability to build rapport with clients.
• Proven ability to manage multiple projects and clients effectively in a fast-paced environment.
• Strong analytical skills to evaluate campaign performance and client needs.
• Experience with project management tools and client relationship management (CRM) software, preferably Hub Spot.
• Demonstrated ability to lead and motivate cross-functional teams towards project goals.

• Base Pay – Competitive salary aligned with market benchmarks.
• Retirement Plan – SIMPLE IRA with employer match and immediate vesting.
• Lifestyle Spending Account - $250/month reimbursement for qualified wellness, technology, education, and other expenses.
• Vacation: 16 paid days annually
• Sick Leave: 5 paid days annually
• Bereavement, jury duty, military, and other leave options available
• Paid Holidays – 9 company holidays, including the day after Thanksgiving and Christmas Eve & Day.
• Workplace Flexibility – up to two remote workdays per month, with COO approval.
• Performance Reviews – structured 90-day and annual reviews, with potential merit-based increases.
• Community Engagement – Giving Back program supporting United Way and community involvement.
• Additional Perks – mileage reimbursement for business travel, breaks for nursing mothers, one-hour lunch plus two paid daily breaks.