Account Director

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. The Account Director is a client leadership role within Merkle’s Account Management function, focused on Digital Transformation. In this role, you are a primary point of contact and day-to-day relationship owner for one or more digital transformation clients or a defined portion of a larger account. This is a hybrid opportunity based in our New York or Chicago office reporting to the VP, Group Account Director. You are responsible for the health of those client relationships, the quality of the Merkle experience, and the commercial integrity of your engagements. Digital Transformation at Merkle spans the design and delivery of web and app experiences, front- and back-end development, UX, commerce platforms, and the ecosystems that connect them. You don’t need to be a technologist, but you need to be conversant enough in how these solutions are built to engage credibly with clients, connect their challenges to the right Merkle capabilities, and flag opportunities as they emerge. This role is where strong account management fundamentals meet increasing client-facing independence. You bring discipline, reliability, and genuine curiosity about your clients’ businesses—and you are building the advisory instincts and commercial confidence that will define your growth. You will work in close partnership with Client Partners, Project Managers, and capability leads to deliver a seamless and high-quality client experience. Key Responsibilities Build trusted client relationships by developing a genuine understanding of each client’s business, goals, and working style — showing up as a reliable, informed partner across the full life of an engagement. Stay attuned to client needs and emerging opportunities — proactively surfacing relevant ideas, flagging risks before they escalated, and bringing Merkle capabilities into the conversation at the right moments. Manage day-to-day stakeholder communication with clarity and consistency, keeping clients informed, aligned, and confident in Merkle’s execution. Own the commercial health of your engagements when managing clients independently: revenue forecasting, scope monitoring, change order execution, and Salesforce accuracy. Partner closely with Project Managers and delivery leads to ensure work is on track, risks are visible, and client expectations are grounded in delivery reality. Support renewal strategy and growth planning in partnership with senior account leaders and Client Partners, contributing to proposals and expansion conversations as they arise. Contribute actively to account team culture — sharing knowledge, supporting colleagues, and bringing a collaborative mindset to every engagement. Qualifications 7+ years of experience in account management or client services within a digital agency, consulting firm, or technology services organization. Experience working on Digital Transformation engagements — including web/app development, UX, commerce platforms, or enterprise technology implementations. You are conversant in how these solutions are built and can engage credibly with clients about them. Demonstrated ability to manage client relationships with professionalism and care, with a track record of building trust and maintaining client satisfaction. Foundational commercial acumen: familiarity with revenue forecasting, scope management, and the financial mechanics of a services engagement; able to own these responsibilities when managing clients independently. Strong communication and interpersonal skills — you communicate clearly, listen well, and can navigate difficult conversations with composure. Experience collaborating with Project Managers or Delivery leads on multi-workstream engagements; you understand the importance of the AM/PM partnership and contribute to making it work. Working proficiency in Salesforce or equivalent CRM for account tracking, forecasting, and documentation. Familiarity with one or more leading content management and/or commerce platforms. Additional Information The annual base salary range for this position is $114,425 - $132,750. Placement within the salary range is based on a variety of factors, including relevant experience, knowledge, skills, and other factors permitted by law. Benefits Medical, vision, and dental insurance Life insurance Short-term and long-term disability insurance 401k Flexible paid time off At least 15 paid holidays per year Paid sick and safe leave Paid parental leave Beware of Job Scams We are aware of several scams targeting job seekers and candidates. Please be vigilant. All communication throughout the recruitment process will be from an official member of the dentsu recruitment team, using corporate email addresses (e.g., @dentsu.com or @merkle.com). We will never ask you to send money or vouchers to secure employment. If you suspect you have been a victim of a scam, please report the incident to your bank, local police, or fraud protection authority immediately. Additionally, you can report the scam to us at View email address on click.appcast.io so we can take appropriate action to request the website is taken down. Please note that Merkle and dentsu are not responsible for any losses incurred as a result of these scams. We advise all individuals to exercise caution and verify the authenticity of any job offers or communications received. #J-18808-Ljbffr