Senior Director, Client Services

Job Description: The Senior Director, Client Services will provide strategic oversight and drive revenue growth on enterprise accounts, including those supported by a group of dentsu agency partners. The purpose of this role is to lead and profitably grow either a group of client relationships or a single client relationship. This person is responsible for building a trusted relationship with the client(s), understanding the needs of the clients’ business and identifying opportunities for the dentsu line of business to support them. The optimal candidate will have expertise in leveraging data and analytics to guide marketing decision-making. They will also have experience with digital media principles and apply them to defining, planning, and executing against a growth strategy they craft.

They must be an effective communicator and possess the ability to work with teammates across the world to deliver quality work to meet and exceed client expectations, while identifying and cultivating growth opportunities. They must be comfortable creating and refining processes and mining for new revenue opportunities, primarily within existing client businesses. They must possess excellent active listening skills to understand client needs and translate those needs to business opportunities. The Senior Director, Client Services will share their knowledge and expertise with others across Merkle | Cardinal Path, helping to create a culture of pursuit in which all team members understand how they can contribute to client growth. The ideal candidate will understand the metrics of our business, their role in improving them and the context of the macro environment, be a leader in discussions of company strategy and direction and foster a safe space for feedback and discussion across the organization.

Duties and Responsibilities

• Manages the Business – delivering the service proposition to clients and full end‑to‑end management of the business on individual clients
• Relationship Management – acts as the strategic lead and primary point of contact for clients, maintaining solid relationships through strategy development, education, and client communication, as well as developing relationships with executive/C‑suite clients
• Proactive Client Development – delivers against specific client cross‑sell and upsell opportunities into the Merkle | Cardinal Path P&L
• Commercial and service ownership of client relationship – drives growth and profit and ensures seamless delivery
• Team Management – manages an integrated and motivated team around the clients’ objectives and culture
• New Business – leads relevant new business initiatives in conjunction with the New Business and Marketing team
• Oversees client needs, staffing requirements, quality of work, and budgeting within a book of clients; clearly identifies and communicates clients’ business strategy and needs cross‑functionally within Merkle | Cardinal Path and across dentsu (as relevant)
• Proactively educates themselves and, in turn clients, on the capabilities available from Merkle | Cardinal Path and its dentsu sister agencies
• Develops collateral necessary to support growth pursuits, and shares such content back with colleagues in order to support organization‑wide education
• Develops a revenue generating plan for clients through incremental and new opportunities rooted in a deep understanding of Merkle | Cardinal Path and Dentsu offerings coupled with research of clients’ business
• Navigate complex client partner ecosystems which may consist of Merkle | Cardinal Path, other dentsu agencies, non‑dentsu agencies, and multiple client teams
• Optimizes the drivers of direct sales, including team, technology, spend and programs, to achieve predictability, cost‑efficiency, and scale
• Ensures and oversees that excellent relationships are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction
• Works with a cross‑functional Merkle | Cardinal Path and dentsu team to execute an implementation plan, meet plan deadlines, customer expectations and program milestones
• Enhances staff accomplishments and competence by planning delivery of solutions, answers technical and procedural questions for less experienced team members
• Promotes the mission and values of the organization both internally and externally

Minimum Qualifications

• Bachelor’s degree in marketing or related field
• 10+ years of experience across a combination of agency and publisher/ad‑tech sales‑side roles
• Knowledge of key marketing delivery platforms including Google (DV360, Campaign Manager 360), Facebook Ads, etc
• Knowledge of reporting platforms including Google Analytics and Adobe Analytics
• Familiarity with data visualization tools such as Data Studio, Tableau, etc. required
• Familiarity with data processing tools (BigQuery, R, SQL) a plus
• Familiarity with traditional media concepts a plus
• Familiarity with data science/modeling concepts and uses in service of media and marketing decision‑making a plus
• Adept at delivering client‑facing presentations
• Skilled at developing and incorporating sales opportunities organically within client discussions
• Strong ability to prioritize and multi‑task

Salary range: $167,000 – $190,000

Benefits: Medical, dental, RRSP, paid time off and other benefits available to all permanent employees.

Location: Vancouver

Brand: Merkle

Time Type: Full time

Contract Type: Permanent

#J-18808-Ljbffr