EVP, Director of Client Services

Job Description

About You

Subject matter expertise in design and branding with 15+ years of experience at agencies of similar caliber. Highest level of client business responsibility plus department operations and development. Best in class team leadership, client services skills, and general studio management capabilities. Inspiring, collaborative, compassionate and optimistic leader.

Overall responsibilities

• Partner with our New York Executive Creative Director to run the studio.
• Bring the global vision and objectives of Turner Duckworth to life at the local level.
• Has a thorough understanding of the role of design systems/assets/importance of a VIS - be able to articulate this and persuade/guide in client conversations.
• Be a true advocate of TD and our work, and is seen by the client as a trusted advisor and first phone call for any client concerns regarding agency and/or personnel performance.
• Trusted by the team and client to negotiate any challenging topic e.g., pushback on pressure from client, challenge client on feedback clarity.
• Impeccable presentation skills - fluid, well-paced, adding value and engaging/compelling - has gravitas.
• Is ultimately responsible for ensuring client profitability overall and seeks out and identifies opportunities for growth.
• Keeps CEO updated weekly on client health, project status, and deliverables or client issues, and weekly forecast.

Client services

• Maintain accountability over all client relationships at a high level, and be a hands-on trusted advisor to key clients.
• Ability to quickly gain understanding of client categories – lead competitors, price points, and market influences and is always able to link brand strategy to creative output.
• Ensure excellence and consistency across all aspects of client services and partner with creative leadership to ensure departments operate harmoniously.
• Collaborating on strategic sell-in slides for presentations, authoring and presenting key slides for client presentations.

Creative management

• Analyzing client feedback and overseeing design orders for the internal team; ensuring that client feedback is actionable and on-brief (these will also be coaching activities).
• Overseeing and providing feedback on outlines and content for Clarity Briefs/opp documents/re-alignment docs and any other strategic needs.
• Manages daily/weekly resourcing with CDs and cross studio with MD and other DoCS.
• When leading specific pieces of business - is responsible for attending key client meetings and discussions, working with account team and client to determine best immersion approach, conducting stakeholder interviews, research consultation.
• When not leading business - checks in regularly with the team to ensure projects are on track.

Client services team management

• Managing and mentoring all members of the client services team: Setting goals and conducting reviews for direct reports and checking in regularly on more senior team members. Troubleshooting challenge areas for team members within account management - and between departments.
• Build connections with lead account team members in other studios.
• Coordinate onboarding of new account team members.
• Hold account team rigorously accountable for achieving their objectives (including financial, client management, professional development)
• Ensure that all account team members have an appropriate allocation of client/project responsibilities.
• Responsible for ensuring all client services team members have annual reviews and quarterly feedback.

Finance

• Managing project finances. Overseeing / writing all sized scopes in collaboration with creative leads.
• Discuss and resolve client finance challenges with consultation and approval from CEO.
• Ensuring accuracy of the PO process, budget trackers, updating/ensuring forecast is updated on weekly basis; and monthly Point of Completion Revenue Recognition (POC) report and client billing.
• Drive Revenue through Organic growth with existing clients.
• Manage overall New York studio budget.

New business

• Partner with global CEO and CCO and other studios to field new business opportunities.
• Develop and deliver new business presentations.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation Range: $167,000 to $299,500. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience