Senior Account Director, Client Experience
Washington, DC Client Experience
Job Type
Full-time
Description

The Senior Account Director, Client Experience (CX) 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. Our ideal candidate hails from a Consumer Packaged Goods and Retail Brand background with experience overseeing complex social media campaigns, a thorough understanding of online marketing channels and tactics, and strong subject matter expertise in integrated content marketing strategy. 


The Senior Account Director, CX brings perspective and experience to add value to new business engagements and throughout the client growth process. In addition, the Senior Account Director proactively identifies new opportunities to expand and enhance the relationship with their clients, mentors junior team members. Above all, the Senior Account Director is passionate, proactive, and performance-driven and can manage multiple priorities while keeping our clients smiling and our internal teams inspired and one step ahead of the game.


We are open to LOCAL and US based REMOTE candidates with flexibility for travel! 


Reports to the Managing Director, Client Experience


KEY TASKS + RESPONSIBILITIES

  • Offer experience and perspective in the realm of social media, integrated marketing campaigns and brand strategy 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.
  • Actively participate in the strategic planning process in conjunction with key client team members and translate plans into timelines, budgets, and to-do lists.
  • Collaborate across Streetsense to ensure strategies are integrated, deadlines are met, and quality of work is up to standard.
  • Diligently manage account growth and profitability, and develop annual growth plans to win, keep, and grow accounts.
  • 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.
  • Mentor, train, and nurture junior account staff so they can grow and learn more about agency workflow, clients, and industry.
Requirements
  • 5-10 years of marketing, brand, and client management experience (preferably in an agency setting)
  • Deep knowledge and expertise in implementation of integrated social media campaigns
  • Experience in retail/lifestyle/CPG industries highly desired
  • Adept at managing complex client portfolios and delivering exceptional client results 
  • Highly responsive and service-oriented, ability to resolve conflicts with poise
  • Ridiculously good time management and organizational skills
  • Excellent written and verbal communication skills
  • Financially disciplined to deliver projects on budget
  • Exceptional attention to detail
  • Strong meeting facilitation skills
  • 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