Director of Client Services Apparel Media Group

At Apparel Media, the Director of Client Services is in charge of the team of Account Managers who provision our service to customers in preparation for, during and after purchase. The Client Services team is accountable for delivering complete customer satisfaction ? that is, meeting and exceeding customer expectations for every program, from test/pilot programs to always-on recurring annual programs. The Director of Client Services is the senior coach and mentor to our team of Account Managers, providing them with the structure, training, tools and latitude they need to execute effectively as well as developing, maintaining and measuring the standards for best practices within the AMG Client Services team.

CORE RESPONSIBILITIES

Lead the team responsible for the development, implementation, and measurement of client campaigns/programs
Oversee our team of project managers who interface directly with the client organization and/or its various agencies, serve as the epicenter for client activity, and are responsible for managing client relationships, determining strategies, and executing all programs
Develop best practice client services processes, metrics and standards for the Client Services team at all points of interface to the client, in order to ensure that all projects meet and exceed the client?s expectations
Collaborate with Account Managers in consulting with clients to develop program strategies that maximize the efficiency and effectiveness of program execution against the varying business objectives of key clients
Develop and implement overarching organizational metrics to measure the overall performance of the client services team as well as individual Account Managers and each and every client program
Bring working knowledge of project management principles, tracking time, tasks and deliverables for each client campaign, each Account Manager and the organization overall, able to implement the tools, concepts, practices, and procedures that are required for success
Rely on extensive experience and judgment to plan and accomplish goals and lead the Client Services team
Be willing to perform a variety of tasks whether they involve leading and directing the work of the team or hands-on, sleeves-up implementation to deliver a client campaign successfully
Spearhead initiatives to develop custom?tailored programs that leverage our platform to deliver outstanding results for clients as needed, building a continuous innovation and improvement culture
Help develop client presentations, SOW?s and process documents critical to the campaign design and deployment process, employing standardized approaches where useful and serving as an enabler for innovation where important
Work closely with Program and Technology teams to collect, analyze and monitor campaign deployment data across all campaigns, ensuring that every program adheres to client identity/corporate guidelines and consumer targeting criteria
Mine in?depth insights of live program deployment data and qualitative observation to bring actionable insights to innovate upon the implementation process and provide a platform for team-wide replication of success and in relation to business objectives/client needs

ATTRIBUTES

Thrive in fast?paced, constantly evolving working environments
Demonstrated ability to lead a team by collaborating to develop best practices and enabling each member of the team to deliver upon them
Strong analytical skills and a data-driven quality mindset
Excellent organizational skills and attention to detail
Highly self?directed/motivated
Excellent communicator (written and spoken)
Understands how and why consumer and business data empowers and drives marketing strategy

QUALIFICATIONS

6-8 years of relevant industry experience in client services and team management roles in marketing/advertising or related field (i.e., advertising or retail, product, direct, online or loyalty marketing, etc.)
Bachelor?s and/or Master?s degree(s) in marketing, advertising, communications or economics preferred
Experience managing a team of direct reports in a client service function with multiple clients
MS Office including PowerPoint and advanced Excel and Access skills, including formulas and pivot tables is a must
Database experience specific to measuring and reporting results of media or marketing campaigns

Location:	Chicago, IL United States