Senior Director, Client Services

Company Description

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency's heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that improve people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology create improved marketing results and competitive advantage. With 9,600+ employees, Merkle is headquartered in Columbia, Maryland, with 50+ additional offices throughout the US, EMEA, and APAC. In 2016, the agency joined the Dentsu Aegis Network. For more information, contact Merkle at 1-877-9-Merkle or visit www.merkleinc.com. 

Job Description

The Senior Director, Client Services is a leadership role in client environments and within Merkle. With deep multi-channel marketing and industry knowledge, the Senior Director, Client Services ensures client objectives are met by overseeing the development and execution of strategic marketing plans in collaboration with the appropriate subject matter experts and the Client Partner if assigned. Such plans will include strategy, tactics, forecasts, budgets, and projections, and performance metrics. They are able to interpret and provide recommendations around marketing results and continually confirm the client’s investment is sound. Could ultimately be responsible for a portfolio of accounts, the Senior Director, Client Services effectively balances client demands with internal demands associated with staffing and resource planning, financial management, competing deadlines, and motivate their team to deliver best in class results to our clients on a daily basis.

• Act as a business leader and possibly portfolio manager within the retail vertical. This individual’s primary mission is to work closely with the Integrated Client Leadership to help grow our revenue and market share utilizing their strong orientation for service and delivery
• Executive level engagement of our key existing and prospective stakeholders in constant dialog around how to reach their digital goals to drive business results
• Drive the development of strategic solutions for our clients and manage internal resources to fulfill these strategies on time, on budget and with maximum efficiency of resources
• Development and delivery of proposals on how to execute on the above
• Storytelling through use of carefully narrated presentations to manage and align executive communications
• Leadership of periodic strategic planning efforts, advisory/strategy consulting engagements, and “accountability” for the quality and business impact of ongoing client work (40-60% direct utilization as a target)

Qualifications

• Bachelor's degree
• Excellent ability to manage c-suite client relationships, especially sensitive issues, and effectively problem solve
• Ability to multi-task and work well in a fast changing environment
• Minimum of 10 years experience in relevant digital experience disciplines including user centric design, front end development, strategy, content, copy, and back end technologies
• At least 8 years of direct, focused experience applying the above within retail
• Experience managing large, complex, multi-million-dollar accounts with strategy, analytics, digital and creative components, including large brand evolution and digital transformation
• Previous experience within a major consulting firm or digital marketing agency preferred
• Strong experience managing the financial aspects of a book of business including forecasting revenue, costs, profit margins, invoicing, reporting your financials to company executives, etc. Should be financially disciplined and feel at home working on Excel spreadsheets and internal accounting and forecasting programs (i.e. Salesforce). Responsible for profit and loss on an account
• Experience hiring, managing, and developing a team of who are responsible for the day-to-day execution of client programs; Must thrive on building highly effective teams; possess strong people management skills
• Proven strategic leadership and cross-team program management in a matrix environment
• Experience in multi-agency environments being able to seamlessly collaborate between brand transformation agencies and systems integrators
• Solid understanding of all key channels (commerce, marketing sites, e-mail, Search, Display and other Digital services etc.)
• Analytically minded, specifically comfortable with data, response m