Client Service Director (Brand Direct)

Leadership & Process Architecture

• Standardize & Scale: Develop, implement, and continuously refine consistent account management workflows and SOPs (Standard Operating Procedures) across the Brand Direct POD to deliver a uniform, high-quality AI Digital experience.

• Team Mentorship: Lead, mentor, and develop a team of account managers, coaching them to operate as trusted strategic advisors to their clients.

• Resource Optimization: Strategically allocate resources across high-priority accounts, ensuring the team is structured to support the complex, high-touch nature of direct brand relationships.

• Cultural Excellence: Build and sustain a high-performance culture grounded in accountability, proactive problem-solving, and continuous process improvement.

Prescriptive Client Relationship Management

• Strategic Advisory: Act as the primary point of contact for key direct accounts, serving as a senior consultant who provides clear, confident guidance on digital strategy.

• Operational Alignment: Translate clients’ business objectives into aligned operational and technical execution, ensuring all deliverables are directly tied to the client’s core KPIs.

• Conflict Resolution: Set the standard for the department by effectively navigating complex client challenges and internal stakeholder dynamics with professionalism and clarity.

Strategic Planning & Integrated Execution

• Growth Planning: Drive strategic account planning with a focus on long-term retention and the scalable growth of each brand’s digital footprint.

• Cross-Functional Orchestration: Partner closely with MPO, Growth, and Strategy teams to ensure Brand Direct needs are clearly articulated and seamlessly executed.

• Performance Accountability: Own performance oversight by monitoring KPIs and identifying optimization opportunities, ensuring reporting is insight-driven, actionable, and valuable to brand stakeholders.

• 8+ years of experience in client service or account management within digital advertising; direct experience working with brands (either in-house or on the brand-side agency) is strongly preferred.‍

• Proven Leadership: A track record of managing and developing teams to achieve high performance in a fast-paced environment.‍

• Bachelor’s degree in Marketing or a related fieldю. An MBA or advanced degree is a plus.‍

• Process-Oriented Mindset: Exceptional ability to design and implement scalable frameworks and methodologies that can be consistently applied across clients.‍

• Authoritative Communication: Strong executive-level presentation skills, with the ability to lead discussions, command the room, and deliver clear, prescriptive recommendations to senior brand stakeholders.‍

• Analytical Rigor: Ability to synthesize complex data and translate it into clear, compelling narratives for non-technical brand audiences.‍

• Strategic Problem-Solving: A client-centric, forward-thinking problem solver who proactively identifies and mitigates potential risks before they impact the client relationship.