Client Service Director (Brand Direct)
Leadership & Process Architecture
Standardize & Scale: Develop, implement, and continuously refine consistent account management workflows and SOPs (Standard Operating Procedures) across the Brand Direct POD to deliver a uniform, high-quality AI Digital experience.
Team Mentorship: Lead, mentor, and develop a team of account managers, coaching them to operate as trusted strategic advisors to their clients.
Resource Optimization: Strategically allocate resources across high-priority accounts, ensuring the team is structured to support the complex, high-touch nature of direct brand relationships.
Cultural Excellence: Build and sustain a high-performance culture grounded in accountability, proactive problem-solving, and continuous process improvement.
Prescriptive Client Relationship Management
Strategic Advisory: Act as the primary point of contact for key direct accounts, serving as a senior consultant who provides clear, confident guidance on digital strategy.
Operational Alignment: Translate clients’ business objectives into aligned operational and technical execution, ensuring all deliverables are directly tied to the client’s core KPIs.
Conflict Resolution: Set the standard for the department by effectively navigating complex client challenges and internal stakeholder dynamics with professionalism and clarity.
Strategic Planning & Integrated Execution
Growth Planning: Drive strategic account planning with a focus on long-term retention and the scalable growth of each brand’s digital footprint.
Cross-Functional Orchestration: Partner closely with MPO, Growth, and Strategy teams to ensure Brand Direct needs are clearly articulated and seamlessly executed.
Performance Accountability: Own performance oversight by monitoring KPIs and identifying optimization opportunities, ensuring reporting is insight-driven, actionable, and valuable to brand stakeholders.
