SVP, Client Service Director

Job Title:

SVP, Client Service Director

• Lead by inspiring trust through courageous in the moment conversations
• Walk the talk and have a strategic perspective both internally and externally
• Know that you are department agnostic and be generous to hear new ideas no matter where they come from
• Build and facilitate a journey of learning for our teams focused on tapping into their curiosity and creating a clear career path of growth

• Seen as primary owner of account relationship
• Ensure every client has an account contact and feels your presence and oversight
• Act as key contact two to three levels above day‑to‑day client on a monthly or bi‑monthly basis
• Act as primary agency ambassador in managing ad‑hoc issues and opportunities (e.g., delivering capabilities to new business prospects, pacifying upset senior clients)
• Maintain “guru” status with clients and engage in key strategic meetings
• Be known and respected among client teams
• Lead onboarding of all new clients, regardless of level

• Solution‑oriented approach that creates calm and rallies teams
• Actively seek and close large, strategic new business opportunities; convert new business into agency revenue
• Play an active role in defining, clarifying, and evolving agency short‑ and long‑term go‑to‑market strategy and suite of offerings
• Be a developer and attractor of key agency talent and grow talent from within

• Maintain a strong, professional presence that immediately puts clients at ease and wins their confidence
• Expert presentation skill to a few key individuals or to a large client team
• Communicate complicated ideas in a manner everyone can understand
• Annually deliver a course relating to leadership, client management, or business communications for more junior colleagues as discussed with the President of the agency
• Author periodic articles or POVs worthy of publication internally and with clients

• Continue to build on our adoption of the Service‑Profit Chain philosophy; highly engaged employees create rewarding environments
• Manage multiple account teams with flawless client retention
• Accountable for all agency teams maintaining high quality deliverables
• Ensure teams consistently follow established processes and guidelines for executing agency offerings (e.g., monthly POVs)
• Serve as a mentor to the account group and develop training initiatives
• Ensure all levels of the organization understand client dynamics and are involved to ensure client love and retention
• Key conduit to strategic team with a mindset of always showing the client more – talent, work, thinking

• Manage up and vertically to ensure seamless pull‑through
• Keep President abreast of all issues and opportunities that arise to ensure all are on the page
• Partner across so that all can learn from the dialogue
• Responsible for evangelizing agency’s evolving service offerings, processes, and best practices to all staff and clients
• Establish agency‑wide example of interdepartmental partnership and collaboration through brand movement document development; every team member should understand how their purpose at DDB Health plays into the “good” we are creating via our brands
• Demonstrate strong work ethic, delegate instead of dump, provide real‑time feedback and recognition, celebrate success, maintain optimistic outlook in all situations, and make decisions for the betterment of all
• Work with cross‑agency leadership to ensure all accounts are staffed appropriately to meet client/project needs
• Act as “champion” for all direct reports and take full responsibility for helping advance them toward promotion
• Navigate challenging client situations while keeping the team calm and motivated

• Maintain “guru” status with clients and engage in key strategic meetings
• Continually demonstrate expertise in all aspects of strategy
• Seen by clients and colleagues as experienced across multiple therapeutic areas
• Establish agency‑wide example of ability to deliver solutions for clients

• Ultimate owner of group’s yearly goals to Omnicom and achievement of those goals from a revenue perspective…