CRM Program Director
Moxie Interactive, Inc. - Atlanta, GA

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Position Purpose

The Program Director leads a segment of a large client or smaller account. Accountable for leading and/or managing multiple interrelated projects or a family of customer-focused strategic programs, delivering the total interactive solutions that meets requirements while meeting or exceeding customer satisfaction. This position is also responsible for allocating talent and identifying holes across all projects .

Major Tasks, Responsibilities and Key Accountabilities

· Partner with Account Leadership to manage client needs and expectations

· Executes multiple and advanced, multi-dependency projects and resolve complicated situations

o Understand and know all facets of internal development capabilities & agency process

o Well versed in Moxie capabilities for cross-sell opportunities

· Develops accurate and informed work, including scopes, schedules, and budgets that accurately reflect the scope of the work

· Identifies true needs on business for delivery support and appropriately aligns resources against those needs – educates the teams when necessary on roles and responsibilities among the team

· Has the strategic ability to see beyond explicit assignment and to identify broader,
longer term opportunities or ways to improve a current client assignment/project

· Guides large teams in process development, financial management, and scoping process

· Drives innovation and efficiencies on the account and then operationalize and train those behaviors

· Sets clear expectations with the team for their role in delivering to the project

· Responsible for final SOW development, legal routing and client presentation/approval

· Responsible for the overall profitability of their account or segment

· Partners with clients, vendors and partner agencies in a positive, professional and constructive way, establishing solid relationships

· Assumes and manages significant orchestration/ coordination responsibility for client team communications around management of the project

· Has demonstrated ability to lead client discussions on project plans to ensure client understands tradeoffs throughout the project around budget, scope, schedule, etc

· Consistently sets clear expectations for tasks and deliverables - can delegate appropriately and successfully

· Communicates changes to plan, and implications for team, to seniors leaders clearly and in a timely manner

· Can predict and manage cost/schedule overruns and highlight for the appropriate audience and can estimate impact (e.g.,. resource allocation, cost, schedule, etc. )

· Is able to identify gaps in project plans and educate the team on how to close

· Escalates issues appropriately and proactively and professionally at all times

· Forges strong relationships with internal clients at all levels – manages well up, down and across

· Can successfully lead large teams to develop risk mitigation plans (when appropriate)

· Able to roll-up all financial and resource data in order to inform and manage increasing
and decreasing resource needs

· Has effectively re-engineered processes within an account that be leveraged on other accounts; supports in the training of others

· Implements tools that can be utilized by the broader client team to manage deliverables

· Supports new business efforts by correctly scoping and pricing new relationships with limited direction

· Demonstrated ability to negotiate conflict, manage differences of opinion, and communicate with difficult client/team members effectively

· Strong team builder with client and cross-capability teams, clarifying roles and expectations

· Can lead negotiations with outside vendors on rights management, negotiating, licensing and subsequent discussions with Moxie legal counsel

· Active involvement in Moxie, ZO and externally throughout the industry

· Other responsibilities as assigned

Nature and Scope

Typically reports to VP, Group Program Director

This position will have direct reports and indirect reports

Education Required

Bachelor’s degree

Years of Relevant Experience

8-10 years of relevant experience

Preferred Qualifications

· PMI or PMP certification

Knowledge, Skills, Abilities & Competencies

· Direct supervisory experience of at least 2-3 reports

· PC proficiency in Microsoft Office Suite including MS Project

· Solid track record of successfully developing projects from start to completion, on time and within budget

· Leads an effective and efficient discussion, ensuring discussions stays on track and lead to a solution

· Thinks clearly and diplomatically when participating in a discussion to field complex or sensitive questions from internal groups

· Professional presentation, training and client facing skills

· Excellent communication skills, particularly in conjunction with work flow steps and internal processes

· Strong communication, organization, communication and follow up skills

· Initiative and personal responsibility for work

· Strong attention to detail with the ability to multitask

· Accountability and flexibility

· Ability to work in a fast-paced environment

· Exhibits strong listening skills and the ability to tactfully communicate position on relevant issues

· Encourages and rewards examples of teamwork and collaborative work efforts.

· Demonstrates ability to define and implement professional standards for team participation, conflict resolution, problem solving, and communication (internal and external).

· Effective negotiation and conflict management/risk mitigation skills

· Confident problem anticipation and resolution – willingness to have difficult conversations

· Strong team builder with client and cross-capability teams, clarifying roles and expectations

· Personally strives to positively influence peer group and cross-capability team

· Demonstrates and articulates professional standards of behavior for junior and mid level staff

· Demonstrates ability to guide continuous improvement in team

· Demonstrated ability to deliver constructive negative feedback and get positive results, including mentoring and facilitating development plans

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