Director of Client Services

Direct message the job poster from Blue Wheel People Person - People Operations - Talent Acquisition Blue Wheel is an omni-channel marketing and operational partner delivering excellence in digital commerce. We are one of the fastest-growing private companies in the US and a leader in our industry. We can attribute much of that growth to our diverse capabilities and our amazing track record of success managing over $1 billion in revenue for our clients. Your Role: As the Director of Client Services you will be responsible for leading and innovating Blue Wheel's client services team. You will oversee the daily operations of our 360 Account Managers to drive service excellence through best-in-class media strategy and planning, account process & organization, client experience & communication, as well as contributing to agency innovation & growth. The client service director effectively leverages industry experience, knowledge of the client's business, and media skills to push strategic thinking and set challenging team goals and objectives, balancing our collective needs and priorities. This role will also work closely with the COO and CGO to ensure client goals are met and (when possible) exceeded. Additionally, you will be tasked with supporting and building the team through process and SOP creation and rollout, personal development and team training, and participation in new business initiatives. Responsibilities: Lead all omni-channel media planning, commerce, DTC and other agency capability fulfillment for our client base, facilitating cross-functional teams across the organization. Generate ideas and articulate "the big picture" above and beyond the detail level. Monitor client programs and day-to-day business activity. Maximize retention and growth. Direct, develop/oversee planning objectives and strategies that coincide with the client's marketing direction. Oversee the flow of client issues; create solutions and resolve problems. Share learnings and best practices across the organization. Ensure all client materials/correspondence are on strategy and of the highest quality, representing the strength of ideas that BW has to offer. Lead and manage a team of account managers, providing guidance and support to ensure client satisfaction and project success. Demonstrate skills in managing early and mid-career professionals, fostering their growth and development within the team. Oversee their performance and provide mentorship as needed. Handle Business Owners (BoBs) and key stakeholders, maintaining strong relationships and aligning services with their business goals. Develop and maintain strong relationships with key clients, and serve as point of escalation. Stay informed about industry trends, competitor activities, and emerging technologies to provide strategic recommendations to clients and ideas to internal teams. Achieve the financial goals of accounts by managing costs, revenue, and scope of work in accordance with client agreements. Maintain highly visible presence with client senior management. Desired Skills & Experience Strong analytical ability with media strategy & planning skills, audience targeting and performance marketing background including experience in Full Service Amazon, Amazon Advertising, Retail & Programmatic media, and DTC Marketing. A rich understanding of measurement and attribution. Record of successfully negotiating with clients and vendors to reach an agreement/solution that best meets agency or client needs. High energy, passionate, curious, confident, and tenacious in learning, coupled with the ability to navigate the nuances of different cross-functional teams. Must communicate quickly and accurately, think quickly or improvise, and present confidently. Should be a nimble self-starter and quickly adjust to internal and external teams in an ever-changing environment; identify opportunity with bias to action. Demonstrated project management skills and proven ability to deliver results in a fast-paced, deadline-oriented environment. 10 + years of experience in an agency client leadership in media and other advertising/marketing disciplines. Experience in financial reporting and forecasting. Have a track record of success in building strong relationships, leading teams, influencing others, and navigating client culture. Bachelor's degree in marketing, communications, business or related field; preferred Proficient in Microsoft Office Suite. In your first 30 days: Understand all Client Services systems and processes. Begin to evaluate & update current processes and SOPs. Begin shadowing via recordings or sitting in on 1:1s; facilitate key client introductions. Conduct a comprehensive review of existing client accounts and relationships. Meet with the current account management team to assess strengths and areas for improvement. Gain a deep understanding of Blue Wheel's service offerings, processes, and client portfolio. Craft a comprehensive plan for client satisfaction, Account Management retention/development to the executive team. Begin joining applicable internal L10 meetings. Begin integrating into client services high-level operations with the COO. In your first 60 days... Finalize and implement adjusted processes within Client Services via training. Initiate regular check-ins with the account management team to provide guidance and support. Review and provide feedback on key client presentations. Implement performance metrics and KPIs to measure the success of client accounts and for Account Managers. Begin holding team meetings and individual 1:1s with each team member. Begin implementing new-hires and training needs for the department to keep up with existing demand, new tools and technologies and new business. In your first 90 days... Establish regular communication channels with clients to gather feedback and ensure ongoing satisfaction. Drive continued growth of the business with innovation and new business opportunities. Sole ownership of client services and its success. Responsible for hitting client retention metrics. Reporting into executive management on success metrics, key initiative progress and the overall vision for the Client Services department under your purview. **Applicants in the Greater Chicago area preferred** Seniority level Director Employment type Full-time Job function Advertising and Marketing Industries Advertising Services #J-18808-Ljbffr

Created: 2025-03-08