Director, Client Experience

Overview The Director, Client Experience Leadership serves as the senior lead across major client accounts, setting strategic direction and ensuring excellence in delivery across multiple teams and workstreams. This role is responsible for aligning agency strategy with client business objectives, driving measurable growth outcomes, and cultivating trusted executive‑level partnerships. The Director focuses on scaling strategy through others rather than direct tactical execution, establishing standards for quality, operational excellence, and client innovation. They play a critical role in talent development, process improvement, agency growth initiatives, and cross‑functional leadership while fostering a collaborative and inclusive team culture. Responsibilities Client Leadership & Strategic Partnership Serve as the senior lead for major client accounts, ensuring alignment between client business goals and agency strategy, planning, and execution. Build and maintain trusted relationships with senior client stakeholders, acting as a strategic advisor and business partner. Represent the agency in executive‑level client meetings, industry events, and new business presentations. Ensure client feedback is regularly solicited through established feedback mechanisms and translated into actionable improvement plans. Identify risks to client satisfaction, proactively elevate concerns to senior leadership, and lead development of corrective action plans when necessary. Strategic Leadership & Business Growth Develop and oversee long‑term strategic roadmaps that drive measurable business growth, performance outcomes, and brand impact. Ensure strategic recommendations and media plans align with client objectives, business priorities, and growth goals. Actively contribute to client growth planning, identifying and delivering against organic growth opportunities. Support agency growth through strategic POV development, pitch participation, and new business initiatives. Identify opportunities for innovation that enhance client performance and strengthen agency partnerships. Cross‑Functional Leadership Lead collaboration across media planning, activation teams, analytics, creative, and other agency disciplines to deliver integrated solutions. Drive alignment across teams to ensure consistent execution of client strategies and business priorities. Partner with agency leadership to advance strategic initiatives and improve interdepartmental effectiveness. Operational Excellence & Governance Establish and evolve planning frameworks, standard operating procedures, quality standards, and workflow processes across the discipline. Drive consistency and scalability by defining operational expectations while delegating tactical execution and quality assurance responsibilities to Associate Directors and Supervisors. Oversee budget stewardship across accounts, ensuring forecasting rigor, financial accuracy, profitability alignment, and responsible resource management. Lead process improvement initiatives that enhance client service, team effectiveness, and operational efficiency. People Leadership & Talent Development Manage and mentor direct reports, fostering career development, engagement, leadership capability, and high performance. Build strong leadership pipelines by coaching Associate Directors and developing strategic storytelling, client leadership, and cross‑client planning capabilities. Establish clear performance expectations and accountability standards across teams. Foster an inclusive, collaborative culture that reflects agency values and promotes professional growth. Industry Leadership & Innovation Stay informed on media, platform, consumer, and industry trends to inform strategic recommendations and agency best practices. Share thought leadership and strategic insights across teams and clients. Required Skills 7- 10+ years of experience in media, marketing, advertising, client services, or a related field. Significant experience leading large or complex client relationships and managing multiple workstreams simultaneously. Proven success leading cross‑functional teams and developing senior‑level talent. Experience contributing to business growth initiatives, client expansion efforts, and new business opportunities. Executive‑level client relationship management and stakeholder influence. Strategic thinking with the ability to connect media and marketing strategies to business outcomes. Exceptional presentation, storytelling, and communication skills. Strong business acumen, including financial oversight, forecasting, and profitability management. Ability to influence decision‑making across multiple teams and organizational levels. Experience developing and mentoring managers and future leaders. Strong coaching and talent development skills. Ability to establish standards, drive accountability, and scale excellence through others. Proven capability to lead organizational change and process improvement initiatives. Benefits Why Assembly? We care about your growth – we offer competitive salaries and annual compensation reviews We recognize and celebrate your success…all the time! Whether it’s through company meetups, employee recognition programs, or just a regular day, we make sure our people’s achievements are known and appreciated We’re truly a people‑first organization. That’s why we offer a Flexible Time Off policy that puts you in control of your work‑life balance, as well as market‑leading primary and secondary caregiver and parental leave policies We have a hybrid in‑office/remote working policy that focuses on bringing people together in‑person when it’s needed most, i.e., team strategy brainstorms, learning & development opportunities, and company meetings We care about social and environmental Impact – we have dedicated Impact Champions who collaborate globally to make sure we’re leaving the world better than we found it We have an amazing group of Employee Resource Groups who form close knit communities and are committed to guiding the agency to become more inclusive, diverse, and representative of the world around us We’re part of Stagwell, the challenger network built to transform marketing. We’re nimble and digital‑first, and we’re quickly growing to take on the biggest legacy hold cos Equal Opportunities At Assembly, we believe every career is as unique as the individual and empower employees to reach their full potential in a winning culture motivated by a powerful purpose. Assembly is an advocate for equal opportunity in the workplace. We are committed to ensuring equal opportunities regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, gender identity, status as a protected veteran, among other things, or status as a qualified individual with disability. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know. EEO Employer M/F/Vet/Disabled. Compensation (Text Only) In order to comply with equal pay and salary transparency laws in various locations, we believe the target range of base compensation in all locations within the United States for this role is $115k- $170k. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and location. #J-18808-Ljbffr Assembly Global