Director of Client Services

Full Time | Posted 3 weeks ago

King of Prussia Area

The Director of Client Services is responsible for helping to ensure clients receive exceptional service and their business’s goals are being met. The Director of Client Services works directly with clients as well as oversees and manages a team of Account Managers. This role works to develop and implement client service strategies that will present strategies and ideas while providing a positive experience for all clients.

Essential Duties and Responsibilities

Interacts with clients and build relationships with them while ensuring their needs are being met.

Works as a liaison between agency and the clients and manages the relationship.

Builds sustainable business relationships with agency clients.

Effectively communicates progress, budgets, plans, and updates with clients.

Identifies and assesses clients’ needs to achieve satisfaction.

Keeps records and documentation of client interactions and progress.

Creates monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement.

Develops and oversees the implementation of client service protocols.

Develops strategies to continuously improve client services.

Monitor the client service team’s productivity regularly and identifies opportunities for improvement of systems and processes.

Help mentor the client service team to help them gain a better understanding of agency’s exceptional service standards.

Manage a team of account managers and production team members by GWC’ing through hiring, firing, and performance reviews.

Represent the Client Service Department during Leadership Meetings.

Performs all tasks and duties in an efficient and safe manner.

Performs other related duties as assigned or as necessary. Remains flexible and adaptable in work schedules and work assignments as defined by departmental and organizational needs.

Represents agency in a manner that conveys professionalism, confidentiality, courtesy, fairness, personal integrity, and respect for others.

Qualifications

· Bachelor’s degree in marketing or related field

· Advertising Agency Experience a must

· 5+ years prior experience in a marketing customer-facing role

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