Senior Account Director, CX | Retail + Lifestyle Brands
Washington, DC Client Experience
Job Type

The Senior Account Director, Client Experience (CX), Retail + Lifestyle Brands is responsible for building, nurturing, and growing client relationships; we need someone who can command a room of executives one minute and translate feedback to creatives and internal subject matter experts the next. This person should have deep industry experience in retail/lifestyle/consumer packaged goods brands and knows how to effectively work across multidisciplinary teams that include research, brand, interior design, consulting, and marketing professionals. They know how and when activate all such teams to ensure we show up in a fully integrated way. Above all, the Senior Account Director is passionate, proactive, and performance-driven and is capable of managing multiple priorities while keeping our clients smiling and our internal teams one step ahead of the game. 

The Senior Account Director, Client Experience (CX), Retail + Lifestyle Brands works closely with the Industry Lead to oversee the holistic Retail + Lifestyle portfolio and win, keep and grow clients. This individual will translate consulting, design, and marketing plans into timelines and tasks, keep a constant pulse on projects, and manages the agency relationship with key clients. The Senior Account Director brings perspective and experience to add value in each of these engagements and throughout the new business process.  In addition, the Senior Account Director proactively identifies new opportunities to expand and enhance the relationship with their clients, mentors junior team members and helps support internal staffing decisions as new retail/lifestyle work is awarded. The Senior Account Director supports other CX team leads and the Director of Client Experience in furthering the knowledge and development of the CX team as a whole. This individual is obsessively organized, a proponent of process, a master collaborator, and has a track record of delivering high-quality and award-worthy work. Have what it takes? Keep reading!

Reports to the Director of Client Experience.


  • Offer experience and perspective in the CPG industry to add value to our clients and/or add value to the pursuit of new accounts.
  • Manage all aspects of client relationships with direct, daily communication with senior-level client contacts.
  • Serve as the primary senior client contact on assigned accounts and be responsible for all ongoing communications including establishing weekly meetings or calls, creating agendas, setting kick-offs, and responding promptly to all phone calls and emails.
  • Become THE expert on the client, the industry, and relevant services like marketing, consulting, brand, and design. 
  • Help lead senior-level problem-solving efforts for both client and internal team members 
  • Actively participate in the strategic planning process in conjunction with key client team members and translate plans into timelines, budgets, and to-do lists.
  • Partner with Director of Client Experience, Industry Leads, and Practice Leaders to ensure strategies are integrated, deadlines are met, and quality of work is up to standard.
  • Lead and implement multiple projects and programs from kickoff to completion with minimum supervision. 
  • Proactively seek feedback from clients.
  • Lead client meetings and conference calls and follow up with meeting notes and to-dos both internally and with client teams.
  • Diligently manage account growth and profitability, and develop annual growth plans to win, keep, and grow accounts. 
  • Be the conduit of information between client and our internal subject matter experts, including analysts, designers, and content producers. Organize all project and creative briefs needed for new project kick-offs, change orders, and creative kick-offs.
  • Effectively present and sell all agency work and proposals to clients.
  • Stay apprised of clients’ brands/products/services/marketing developments as well as trends and competition within the industry to ensure all communications are on the cutting edge of industry standards.
  • Maintain client revenue level against the business plan and quarterly projections, including maintenance and reconciliation of client budgets, billing and approval of invoices, and quarterly projections and monthly reconciliations.
  • Serve as quality control on all deliverables to ensure they are on-strategy, on-message, and up-to-par with client expectations.
  • Actively seek additional projects/new business from client contacts and play an integral role in new business, driving the Request for Proposal (RFP) process, completing marketing proposals and plans, developing estimates for workflow, and participating in face-to-face new business/client pitches. 
  • Attend client and industry events to show support of client’s personal and professional interests.
  • Consistently demonstrate a passion for digital and social media trends and an understanding of the retail/lifestyle industry. 
  • Balance analytical thinking and approach with creative thinking and long-term vision.
  • Mentor, train, and nurture junior account staff so they can grow and learn more about agency workflow, clients, and industry. 
  • Maintain a solutions-focused, proactive teamwork style.
  • Consistently promote a positive work environment and culture.
  • Support with CX staffing recommendations as new work is awarded.
  • Collaborate with other CX team leads on internal practice group initiatives, professional growth opportunities and furthering the development of the department as a whole.
  • Serving as the internal representation of the retail/lifestyle portfolio to internal executives and across the CX team. 
  • 8-10 years of account management, marketing, and growth experience. Agency experience highly preferred. 
  • Deep knowledge or expertise in retail/lifestyle/CPG industries
  • Seasoned leader that can implement multiple projects and programs from kickoff to completion with minimum supervision
  • Ability to speak eloquently about the strategic value of everything from a logo to a tweet
  • Adept at managing complex client portfolios and delivering exceptional client results and feedback 
  • Highly responsive and service-oriented, ability to resolve conflicts with poise 
  • Ridiculously good time management and organizational skills
  • Excellent written and verbal communication skills
  • Experience leading an account, client service, or project management team 
  • Proven ability to translate strategies into timelines, budgets, and to-do lists as well as manage their day-to-day implementation
  • Financially disciplined to deliver projects on budget
  • You LOVE process but also own the results – not just the tasks
  • Unwavering commitment to success
  • Exceptional attention to detail 
  • A personal development mindset with the aspiration of growing with the organization
  • Strong meeting facilitation skills
  • Passion for working with people (the good, bad, and ugly)
  • Technology savvy: familiarity with collaboration platforms like Box and Basecamp preferred
  • Creative sensibility: while you gravitate toward process you also consider yourself a creative person at the end of the day