Scope of work
The Marketing Director/Client Service Director is a senior-level position within the organization. She/he is responsible for overseeing all aspects of the client service department, including managing and coaching their team, developing new strategies, and ensuring that clients receive exceptional service at every touch point with the company so as to maintain high customer satisfaction scores.
The Marketing Director/Client Service Director reports directly to the COO and their role is to ensure that the client service team is operating effectively and delivering on the company’s overall mission and goals including developing new business from existing and new clients.
This is a demanding role in a rapidly growing company. It is typically “all-hands-on deck,” as our skilled, cross-functional teams give full support to challenging projects.
Main Roles and Responsibilities
- Manage Client Services team and assist them to oversee projects and deliverables for clients. Deliver monthly team dashboard and weekly status sheets on time.
- Manage tracking and reporting of performance of client service executives to ensure team accountability and quality of deliverables
- Assist to develop processes and systems that enable the Client Services department to work more efficiently and to the highest of international standards. Using Chase software diligently making sure it is always up to date and generating weekly reports from the system.
- Motivating the team and ensuring that the team is continually developing its expert knowledge.
- Take a lead role in preparing RFP responses and presenting during pitch meeting.
- Planning, managing and executing a variety of communications strategies across a wide range of clients.
- Maximize revenue from each client and ensure clients are retained.
- Working closely with all teams within the company to make sure relationships between Client Services and other departments is at its best
- Giving direction, reviewing and approving work before it is sent to client.
- Implementing initiatives at the Company that help build a strong Company culture.
Qualifications and Required Skills
- Minimum of a bachelor’s degree in related field such as business administration or management.
- 5+ years of experience in a Marketing Director/Client Service Director or other Customer Services role
- Outstanding interpersonal skills – excellent presenter and confident at communicating at a senior level, including facilitation
- Experienced networker and relationship builder
- Experience in working with CHASE is plus
- Strong problem-solving skill to anticipate or identify challenges and develop solutions
- Organizational skills and attention to detail
- Profound time and stress management skills
- Autonomous – taking ownership and responsibility
- High level of reporting skills
- Leads and mentors by example, establishes trust and respect.
- Ability to performance manage teams
- Drives change through teams to nurture personal development and performance
- Sound financial acumen in reporting and forecasting as well as resource allocation and planning
- Ability to adapt in the moment and responsive to change
- Think outside the box and challenge the norm
- Ability to see projects through
- Computer savvy