Client Services Director

Client Services Director at Quad summary:

The Client Services Director leads a team to manage key client accounts, drive revenue growth, and ensure high-quality service delivery. This role involves strategic planning, cross-channel marketing campaign execution, and maintaining strong client relationships to improve profitability and brand image. The Director also oversees budgets, staffing, and operational procedures while collaborating internally and externally to align marketing efforts with client objectives.

As a global marketing experience company, Quad’s goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We’ve built a rich legacy by believing in our people, allowing them to act like owners and to take charge of their own success.

Whether an operator, sales rep, a graphic artist or a clinician, we’re all driven to perform at our best— for ourselves and our clients. At our core, we’re a company that believes we can always create a better way.

GENERAL PURPOSE OF JOB

The Director Client Services is responsible for directing the Client Services team to ensure work meets client expectations, grow business across the platform within existing key accounts and serve as key client contact for all projects and initiatives that are awarded. The Director Client Services will be responsible for providing on-site leadership and tactical support to ensure projects are managed with accuracy and follow through.

KEY RESPONSIBILITIES

• This role needs to lead and manage sales and profitability among assigned accounts through five basic requirements:

o Retain account
o Grow account through increased services and revenue
o Improve profitability and EBITDA
o Increase Client's sales, Customer Count and Brand Image
o Increase Quad's equity and worth as a partner supplier/company

• Cross-Channel Strategy and Execution:
o Participate in the development of integrated marketing strategies and recommendations that seamlessly combine creative, online and offline channels (e.g., social media, email, events, print, TV).
o Ensure consistent messaging and branding across all touchpoints.
o Collaborate with creative teams to create cohesive campaigns that resonate with the target audience.
o Leverage data analytics to track campaign performance and identify areas for improvement. Work with internal / external teams to ensure tactics and/or messaging is adjusted, as appropriate.
o Work closely with internal teams (creative, media, PR) to align campaign objectives and messaging.

• Assist with strategic account planning for identified accounts that includes participating in the development of strategic account plans (ongoing), leading QBRs, identifying achieving retention and growth targets, optimizing profitability, creating / managing account budgets and sales forecasting process.

• Effectively manage and prioritize the needs of multiple brand stakeholders to ensure alignment and satisfaction across diverse client groups.

• Direct and guide Client Services Managers and teams.

• Build and maintain client relationships with low-level, mid-level and even senior-level management.

• Develop long-term client partnerships that results in a mutually beneficial, growth-oriented business and working relationship.

• Influence to provide opportunities to educate the client on Quad's services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Quad offerings and are mutually beneficial for the client and Quad.

• Assist in the development and execution of the client/agency contract and scope of work.

• Ensure client is satisfied with performance of our Quad and level of service.

• Act proactively to manage the business effectively.

• Manage account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability. Additionally, ensure all account records and activity are completed within guidelines, policy and procedures.

• Keep management informed regularly of events/issues that could impact…