Account Director, Customer Experience

Remote
Full Time
Customer Experience
Experienced

Company Overview

Thank you for your interest in joining our team. We’re committed to excellence. That’s why we invest in great people—knowledgeable, customer-focused, collaborative and responsive—who are trained for today’s problems and tomorrow’s solutions. We offer competitive wages, excellent benefits, and a positive work environment designed around the commitment to mutual respect and the challenge of contributing to the continued success of our organization. Explore our culture.


Summary 

We’re looking for an Account Director with a passion for online and offline marketing, a propensity to problem-solve, phenomenal attention to detail, and who displays strong leadership qualities. The candidate should be a self-motivated team player who can manage and prioritize multiple simultaneous projects and provide client facing proactive communication daily on strategy and project status.  

This senior-level role will be a leading member of our Client Services team and collaborate with internal Customer Intelligence, Creative, SEO, Digital Media, Direct Mail, Email and Analytics teams. The primary function of the Account Director is to work daily across all agency channels to support client communication, campaign initiatives, KPI achievement and account success. It is expected that the Account Director shall handle the most complex and intricate accounts in Amsive without the need of direct supervision or guidance to successfully and profitably achieve client KPI’s. The Account Director will assist in onboarding new accounts to their assignment, manage existing accounts and strategize for upsell opportunities. Additionally, the Account Director will be involved in strategy breakout sessions that focus on our full agency services as well as have a full understanding of the omnichannel marketing landscape and full consumer buying cycle for each of the Account Director’s assigned accounts. The Account Director will act and function in a leadership capacity and lend help, assistance and training to Client Services channel team members as requested. 

This position will report to a Group Account Director and will work and partner with agency sales and strategy teams when needed to assist with pitching and planning for agency prospects, while directly managing agency accounts. 

**This position can work REMOTELY OR at one of our office locations** 

Responsibilities: 

  • Builds empathetic personal relationships with clients and engages in understanding client’s marketing and business challenges, creating sound marketing program solutions to solve those challenges.  

  • Leads the and directs cross functional teams in building, development and delivery of omnichannel marketing programs to achieve client’s stated objectives and to ensure partnership satisfaction. 

  • Leverages strong data driven experience to interpret data and analytics – helping to craft the narrative that illustrates the impact of our programs on the client’s business.    

  • Lead role for client-facing interaction with agency day to day, owner of overall client satisfaction and proactivity of account to drive marketing goals. 

  • Become proficient in company designated tools for success in project and account management. 

  • Create and proactively manage internal timelines for projects and programs through proactive communication. 

  • Log all resource hours into Amsive designated project management tool daily. 

  • Schedule, organize and facilitate client campaign initiatives across all agency channels; hold regular internal meetings to effectively guide client conversation to ensure clarity and productivity. 

  • Communicate with clients on a regular basis including weekly or monthly calls to review campaign performance, recommending omni-channel marketing strategies and campaign optimizations to continuously improve results. 

  • Oversee implementation, delivery, and execution of program promise; manage client expectations by providing timing and budget implications of scope change requests. 

  • Facilitate and manage the invoicing process. 

  • Maintain and/or improve account profitability through effective scope management. 

  • Develop cross-channel insights and recommendations to solve larger business problems and improve key performance metrics; organize logistics for, narrative of and key insights for quarterly and annual business reviews. 

  • Strong understanding of data and data insights to allow for testing strategies in audience identification, channel selection, and creative messaging.  

  • Core responsibility to collaborate and oversee agency standards on key marketing service deliverables for mid to large agency accounts in the form of PowerPoints, POV’s and performance reports from excel to dashboard technologies to optimize, retain or upsell business. 

  • Be curious, with a thirst for learning more about data centric marketing. 

Qualifications: 

  • 8 years + experience managing direct marketing or digital marketing programs, with proven results in Print, Paid Search, SEO and/or social media initiatives. 

  • 4 years + experience in agency environment preferred. 

  • Demonstrated excellence in building and maintaining profitable client relationships. 

  • Experienced in compiling, documenting, and communicating client requirements to internal stakeholders (in digital marketing, direct mail or creative services). 

  • Must have experience overseeing implementation or managing and executing multi-channel marketing campaigns as main client point of contact. 

  • Experience managing, training, and developing a growing group of direct reports; effectively delegating tasks and responsibilities to increase team capacity. 

  • Strong written and verbal communication skills, a positive attitude, and the ability to thrive in a collaborative and fast-paced environment. 

  • Ability to influence others, both with the client and within the internal Amsive organization. 

  • Strong grasp and demonstrated application of marketing and communication principles. 

  • Strong project management and organization skills, ability to prioritize and manage multiple projects and inspire trust with team members; experience using Asana preferred. 

  • Strong understanding of applying data and insights for use in audience, channel and creative testing strategies. This includes but is not limited to the use of predictive modeling and segmentation to optimize both campaign results and a learning agenda. 

  • Advanced knowledge of web analytics and digital marketing tools, including Google Analytics and Google Ads Keyword Planner (Conductor Searchlight and Marin knowledge a plus) preferred. 

  • Strong proficiency in Microsoft Office Suite, especially PowerPoint and Excel. 

Future-minded individual with a strong desire to contribute to an emerging leader in the omni-channel marketing space. 

If you need any assistance seeking a job opportunity at Amsive, or if you need reasonable accommodation with the application process, please call (331) 318-7800.

Amsive is proud to be an Equal Opportunity Employer. We are committed to building a supportive and inclusive environment for all employees.  It is Amsive’s continuing policy to provide equal employment opportunity and not to discriminate on the basis of race, color, religion, pregnancy or childbirth, marital status, national origin, ancestry or citizenship status, age, disability, sex, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable federal, state or local laws. This policy applies to all aspects of employment, including (but not limited to) application for employment, recruiting, hiring, compensation, benefits, promotions and transfers, training, layoffs, rehires, termination of employment and all other terms and conditions of employment.

As part of the Company's equal employment opportunity policy, Amsive will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.

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