Sr. Director, Client Service

Merge Storytelling and Technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles. MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. 

Promote Health, Wellness & Happiness

We are committed to promoting health, wellness and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

Deliver Excellence. Elevate Talent. Scale with Intelligence. 

At MERGE, we’re building the agency of the future—where creativity meets technology, and strategy drives measurable outcomes. We're looking for an experienced and dynamic Senior Director of Client Services to lead internal teams in support of client engagements and position teams to effectively introduce new solutions to changing market conditions. You will act as a senior solution-oriented leader that thrives on developing lasting relationships between the client and agency teams. Utilizing deep industry knowledge and experience, you inspire team members to make our strategy, campaigns and experiences more innovative, smarter, and effective. This position involves consistent consulting and operates at a high level in all aspects of account management. 

What You'll Do

• Create strong client partnerships including high quality of work, strong business-driving results, service excellence, and proactive ideation
• Lead organic growth initiatives and opportunities, financial and otherwise on a defined client or client portfolio, while delivering real results for our clients and meeting/exceeding agency revenue goals
• A trusted partner to marketing peers; aligned with a VP of Marketing and/or CMO  
• Manage a successful, integrated team through high-level strategic engagement delivering real results for our clients while meeting/exceeding agency revenue goals
• Core strategy; a business builder; market and client expert
• Manage multiple pieces of business within one client or multiple accounts
• Informed and personally involved, ensuring sound planning, good service and a solid client/ agency relationship
• Follow and implement agency policies and procedures across their teams 
• Sign off on clear and thorough SOWs, inspecting for proper margins and profitability targets
• Oversee team and activities through job completion, serving as point person for necessary escalations
• Forecast, revenue growth, and margin with an eye to opportunities for increased profitability

• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
• Create formal networks involving coordination among groups
• Display business acumen to apply knowledge beyond current client base or vertical, if needed, by having an immediate impact if moving to a different client or vertical
• Oversee the financial health of the relationships to hit forecasting numbers
• Addresses key staffing issues with group leader

• Serve as the trusted voice of the B2B segment customer by assimilating customer and marketplace insights into the development of strategies and marketing programs
• Help clients anticipate changes in their category and the market at large and make forward-looking adjustments to their marketing strategy, from communications to customer experience to supporting technology 
• Act as a trusted client advisor who consults with them on strategy, ideas, trends, and thought leadership
• Create and extend relationships with senior clients to facilitate the overall needs of the client and agency
• Grow and diversify client relationships by identifying additional business needs, from digital marketing and technology platforms to brand strategy to communication to data-dri