Pathfinders Advertising · 1 month ago
Client Service Director
United States
Full-time
Hybrid
Director/Executive
$80K/yr - $120K/yr
10+ years expPathfinders Advertising is a full-service integrated marketing agency seeking a Client Service Director to enhance client partnerships. The role involves managing a team, ensuring client satisfaction, and overseeing project delivery while fostering collaboration across departments.
AdvertisingBrand MarketingEmail Marketing
Responsibilities
Own the financial health of the client portfolio
Monitor utilization, burn, and margin; identify risks early and adjust as needed
Ensure all client deliverables meet PF’s quality standards
Track client satisfaction (NPS) and retention metrics, using insights to drive improvements
Partner with client growth and production strategy on account planning, renewals, and expansion opportunities
Regularly review account health data and team metrics to identify at-risk relationships or delivery challenges
Serve as a trusted strategic partner and thought leader
Foster cross-team collaboration to ensure great communication and consistent outputs
Serve as the escalation point for delivery, communication, or client satisfaction issues
Ensure every client engagement runs smoothly from kickoff through delivery
Oversee timelines, scope, and budgets, making sure projects are delivered on time and on budget
Maintain visibility with key clients as a senior operational leader
Partner with Client Growth to ensure seamless onboarding and handoff of new clients to the service team
Monitor workloads across accounts and align staffing to meet business needs
Partner with production and operations teams to forecast demand, manage capacity, and balance permanent and freelance resources effectively
Lead talent planning for the department, anticipating future needs, succession and skill development
Ensure client service teams are effectively using project management, CRM, and communication tools to manage work and maintain visibility across accounts
Develop and maintain best practices, templates, and processes to drive consistency across teams
Identify opportunities to improve workflows and collaborate with Operations on implementation
Lead the client service department of account supervisors, executive and coordinators
Set clear expectations, coach for growth, and drive performance
Models Pathfinders’ Core Values and promotes a culture of transparency, trust, and follow-through
Collaborates with leadership to define strategic priorities and team goals
Attend all applicable required employee orientation, training, department quarterly meetings, and all-agency summits at PF headquarters
Perform additional duties as assigned
Qualification
Required
Bachelor's degree in Marketing, Communications, Business, or related field (or equivalent experience)
10+ years in a marketing or agency environment managing multimillion-dollar client relationships
5+ years of team leadership experience, including managing managers and leading large, multi-account teams
Proven success overseeing multi-channel marketing programs and large client portfolios
Strong understanding of agency financials, project management disciplines, and creative workflows
Proven success leading executive-level client conversations
Demonstrated ability to mentor, lead, and develop high-performing teams
Proven leader of people and process. Sets clear expectations, coaches for growth, and holds teams accountable
Strong operational discipline with an eye for detail, timelines and QA
Financially fluent, comfortable managing budgets, utilizations, and project profitability
Strong understanding of omnichannel marketing (digital, media, creative, print)
Calm, solutions-oriented communicator skilled at navigating challenges and resolving escalations
Excellent organizational and prioritization skills across multiple clients and teams
Excellent collaborator across departments and leadership levels
Strong follow-through and accountability; delivers on commitments
Adaptable and resilient under pressure; maintains professionalism in challenging situations
Benefits
Generous time off (with employees averaging over six weeks annually)
Significant share of benefit costs
Contribute to your HSA
401(k) with automatic employer contributions (no employee contribution required)
Quarterly bonus and profit-sharing programs
Company
Pathfinders Advertising
Pathfinders Advertising provides branding and marketing communications services.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase