Director of Client Services (San Francisco) Beyond -
San Francisco, CA
The role of the Director of Client Services aims at developing and delivering specialized strategies and services that enable our clients to engage with clearly defined audiences and ultimately drive a pre-defined business outcome. A strong set of digital skills and knowledge will enable the Director of Client Services to deliver digital strategy and growth to Beyond’s existing and future clients.
Requirements
Minimum 6-years digital experience working in a client management role at digital, social or comms/PR agency (in a digital role)
Demonstrated track record of establishing and building excellent client relationships that drive business results
Ability to build relationships with our key clients for growth, regardless of service offering
Oversees the development of proposals for clients by working with service specialists across Beyond
Digital expert – has a deep understanding of digital and social marketing, trends, tools and the processes to drive marketing and creative strategies, delivering strong social content ideas to clients
Has a good grasp of the role of earned, owned and paid media in delivering campaign goals for clients
Ability to communicate equally with both marketing and communications professionals on the client side
Ability to run internal and external brainstorms
Strong leadership of pitch opportunities pulling in all the necessary teams to develop the proposal and pull together integrated pricing proposals
Strong background in marketing with a proven track record of winning new clients while acting as a consultant, rather than a new business specialist
Ability to ensure that professional client services is delivered across the board by all Beyond team members, and across all clients
Ability to work with internal teams across all service offerings to ensure that integrated campaigns/projects are delivered to clients on time and to budget
Process expert – can quickly onboard new members of the team and new client to expedite efficiency
Capable of playing a strong supporting role in orchestrating materials development for a new business pitch
Ability to quickly assimilate and jump into new piece of business or with a new team
Able to consult with clients across a broad range of client requests and challenges and provide a structured response that delivers on client objectives
Ability to unify team through making the efforts of others visible, and sharing learnings and successes across the agency
Has poise, confidence and effective delivery of oral presentations – both over the phone and in person
Communicates effectively and persuasively at all levels and across all departments
Strong desire and ability to network within the Bay Area
Role Description
Marketing Strategy
Thinks big picture around holistic client business goals – always considers overall client business beyond individual executional projects
Understands principles of digital and social success and ensures they are applied to every project big or small that we deliver for their lines of business
Leader of digital and social insight in client teams, peer groups and internal meetings
Guides actionable creative briefs and strives for more impactful and relevant results to help client deliver on their business goals
Focuses on economic implications, ROI, marketing productivity as well as learning and optimization. Demonstrates agency accountability with thoughtful measurement plans
Leads set up and wrap up of client calls, setting clear expectations of the meeting and establishing and documenting next steps
Balances client change in direction with teams’ passion for creative excellence, scope/budget constraints, and delivering on the strategy
Manages and mentors junior team members to develop strategic marketing skills, exposing to new channels/opportunities, when available
Continually identifies new business opportunities – large and small – and involves appropriate team members to sell in work
Communicates financial updates and discrepancies to senior management and clients
Actively solves problems and flags broader issues to senior management when necessary
Key Responsibilities
Specialist Responsibilities:
Develop industry-leading digital campaigns for Beyond clients
Run a profitable, high-growth business with the best talent and which exploits the latest technologies
Strong ability to utilize background in agency work to internal teams and clients
Have a strong understanding of the digital landscape
Have the ability to sell our consumer insights/content strategy offering as a forerunner to creative
Leadership:
Independently manages and leads day-to-day work across multiple programs including managing client status updates and overseeing work of Insight & Analytics, Digital Creative and Content and Engagement team members; works effectively with all capabilities
Leads cross-capability teams on digital marketing programs to consistently and successfully deliver execution of complex initiatives
Proactively identifies opportunities for costs savings via new process and team structures; proactively identifies process improvements
Actively trains and educates team members with case studies, research, learnings from industry news and events
Performance Measures
These are the specific measures we expect the individual to achieve in the role.
Client satisfation, digital revenue growth and improved profitability of projects
Winning work (meets/exceeds agreed goals)
Employee satisfaction and growth (reports and across functional areas)
Effectively delivers break-through thinking and winning ideas and effectively sells them in to the client
Seen as a champion for Beyond Digital via trainings, knowledge-sharing and networking
Is a positive and mature leader in difficult situations; sets example with professional behavior for more junior members of the team; recognized by all for facilitation/problem-resolution skills
Consistently willing to take on new responsibilities and a leadership role in moving the team forward
Solution-oriented process champion; takes personal accountability for improving how the department and agency runs
Report Structure (Current)
Head of department: CEO
Manager: CEO
Direct reports (people you manage): 1 Program Manager in SF
Beyond - 4 months ago
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