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Quad · 3 hours ago

Client Services Director

Edison, NJ

Full-time

Onsite

Director/Executive

$115K/yr - $130K/yr

8+ years exp

Quad is a global marketing experience company focused on helping clients enhance their marketing effectiveness. The Director Client Services is responsible for leading the Client Services team, managing client relationships, and ensuring project accuracy while driving business growth across key accounts.

AdvertisingContentDigital MarketingManufacturingMarketingPrinting

Responsibilities

This role needs to lead and manage sales and profitability among assigned accounts through five basic requirements:

Retain account

Grow account through increased services and revenue

Improve profitability and EBITDA

Increase Client's sales, Customer Count and Brand Image

Increase Quad's equity and worth as a partner supplier/company

Cross-Channel Strategy and Execution:

Participate in the development of integrated marketing strategies and recommendations that seamlessly combine creative, online and offline channels (e.g., social media, email, events, print, TV)

Ensure consistent messaging and branding across all touchpoints

Collaborate with creative teams to create cohesive campaigns that resonate with the target audience

Leverage data analytics to track campaign performance and identify areas for improvement. Work with internal / external teams to ensure tactics and/or messaging is adjusted, as appropriate

Work closely with internal teams (creative, media, PR) to align campaign objectives and messaging

Assist with strategic account planning for identified accounts that includes participating in the development of strategic account plans (ongoing), leading QBRs, identifying achieving retention and growth targets, optimizing profitability, creating / managing account budgets and sales forecasting process

Effectively manage and prioritize the needs of multiple brand stakeholders to ensure alignment and satisfaction across diverse client groups

Direct and guide Client Services Managers and teams

Build and maintain client relationships with low-level, mid-level and even senior-level management

Develop long-term client partnerships that results in a mutually beneficial, growth-oriented business and working relationship

Influence to provide opportunities to educate the client on Quad's services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Quad offerings and are mutually beneficial for the client and Quad

Assist in the development and execution of the client/agency contract and scope of work

Ensure client is satisfied with performance of our Quad and level of service

Act proactively to manage the business effectively

Manage account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability. Additionally, ensure all account records and activity are completed within guidelines, policy and procedures

Keep management informed regularly of events/issues that could impact client relationship

Manage and assist on-site personnel. This includes interviewing, hiring and training employees; planning, assigning and directing work; evaluating work quality, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Think strategically and tactically to meet client needs, to improve current services or to deliver new services

Ensure Client Services teams provide thorough client input to the respective internal teams

Ensure staff adheres to established processes and procedures to insure timely and accurate delivery of Client’s services

Develop marketing objectives, strategies and execution for current services, or prospective services that may be offered to the Client in the future, consistent with Quad’s approved processes

Oversee the development of estimates for new projects within establishing pricing guidelines

Qualification

Account managementMarketing strategyTeam leadershipBudget managementClient relationship managementNegotiation skillsMS Office proficiencyCommunication skillsInterpersonal skills

Required

Bachelor's degree in advertising, communication, marketing or related field required or the equivalent

Minimum 8 years of experience in account management

3-5 years of Media or Retail experience

At least 4 years of management experience required

Successful track record of building internal / external relationships, and leading teams to meet and exceed goals and objectives

Ability to inform, educate and influence managers and employees to support goals and objectives

Ability to think strategically and act tactically in order to align Quad's services with customer needs

Deep understanding of marketing strategy, creative, photography/videography, print production, media and digital

Experience developing and managing to budgets

Solid business acumen and knowledge to assess new business opportunities and when to change current account strategies

Strong negotiation skills for setting deadlines and deliverables

Knowledge of customer services, sales, retail structure, operations, account service/sales management best practices and proven ability to communicate and implement

Ability to manage and develop staff in a highly interactive team environment

Strong written and verbal communication and interpersonal skills

Experience with MS Word, MS Excel, MS PowerPoint and Outlook

Travel as required, temporary assignments (out-of-town)