Client Services Director

General Purpose of Job:
The Director Client Services is responsible for directing the Client Services team(s) to ensure work meets client expectations, grow business across the platform within existing key accounts and serve as key client contact for all projects and initiatives that are awarded. The Director Client Services will be responsible for providing on-site leadership and tactical support to ensure projects are managed with accuracy and follow through. 

This role needs to lead and manage sales and EBITDA among assigned accounts through five basic requirements:
o Retain account
o Grow account through increased services and revenue
o Improve profitability and EBITDA
o Increase Client's sales, Customer Count and Brand Image
o Increase Quad's equity and worth as a partner supplier/company
• Cross-Channel Strategy and Execution:
o Develop and execute integrated marketing strategies that seamlessly combine online and offline channels (e.g., social media, email, events, print, TV).
o Ensure consistent messaging and branding across all touchpoints.
o Collaborate with creative teams to create cohesive campaigns that resonate with the target audience.
o Leverage data analytics to track campaign performance and identify areas for improvement.
o Optimize campaigns based on real-time insights, adjusting tactics as needed.
• Work closely with internal teams (creative, media, PR) to align campaign objectives and messaging.
• Engage with external partners (vendors, influencers, media outlets) to amplify campaign reach.
• Assist with strategic account planning for identified accounts that includes strategic account plans, retention and growth targets, profitability optimization, account budgeting and sales forecasting process.
• 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 developing presentations for prospective clients, including QBRs, RFPs and proposals.
• Assist in the development and execution of the client/agency contract and scope of work.
• Ensure client is satisfied with performance of our Client Services Team 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 Manager/Supervisor Client Services with the management of his/her staff. 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.

Job Requirements:
Appropriate education and/or experience may be substituted on an equivalent basis

Education: Bachelor’s degree in advertising, communication, marketing or related field required or the equivalent. (MBA a plus)

Experience: Minimum 10 years of experience in account management; at least 8 years of management experience required. At least 6 years of management experience required.

Knowledge, Skills & Abilities:

• Successful track record of 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.
• Marketing 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.
• Solid negotiation skills required.
• 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).

 

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