Director of Client Services

The director of client services leads the client services team and is the primary brand advocate for all accounts. In this role, the director of client services oversees strategy, execution and delivery of advertising products, assists the C-Suite in client relationship management and serves as the vital link between Future Elder (FE) and its clientele. They actively engage with prospective and existing clients, assist in business development and collaborate with the FE management team to deliver the highest quality of service to clients while ensuring efficiency and stimulating profitability.

The director of client services deeply understands their clients' needs, the strengths and weaknesses of the client services team, and strategizes to create comprehensive communications campaigns with the team. They interface with clients and vendor representatives on a daily basis to keep abreast of evolving objectives while developing and nurturing positive and strategic relationships. They proactively research issues affecting clients and are prepared to adjust marketing plans accordingly; they remain current on technological advances and changing trends in the realm of paid, earned, social and digital media, and recommend and implement various strategies to further clients’ stated goals. 

Please submit resume and cover letter to Amanda Estes at amanda@futureelder.com.

Responsibilities:

• Work closely with the leadership team to set internal strategic direction for client services and implement strategy while overseeing multiple concurrent projects and time-sensitive deliverables. Consistently communicate with the leadership team on progress, challenges and achievements.
• Manage the client services team, provide strategic guidance for all accounts and maintain an overall minimum client services’ team billability of 85% on a weekly basis.
• Effectively assign, delegate and monitor account work.
• Assist in the hiring and retention of the client services team and evaluating staffing needs.
• Oversee the onboarding, ongoing training and support of client services, including implementing processes and best practices for client relationship management, internal and external communications and strategic planning.
• Identify gaps within the department and in project teams, assess and plan for overall team structure, and assign team members to account teams as necessary.
• Collaborate with client services to grow share from existing clients and help new business development identify potential customers and maintain an accurate pipeline forecast.
• Collaborate with and support agency leadership to develop proposals and pitches under new business development.
• Oversee multiple client budgets and deadlines.
• Develop and manage client brands across all platforms, and develop necessary trainings for the team, together and/or individually.  
• Problem-solve internal and external challenges as they arise.
• Support the deployment of FE positioning in the market.
• Build and maintain relationships with strategic partners.
• Work collaboratively with the FE management to ensure the development, execution and delivery of fully integrated marketing programs.
• Schedule and lead weekly client services meetings to ensure opportunities for education, collaboration and advancement are being offered and met.
• Collaborate with other departments to understand their goals and identify areas for integration.
• Identify and attend conferences or community events as an FE brand ambassador as needed. This includes any training opportunities for you or the team you support.
• Manage and facilitate 90-day and annual reviews for client service team members with the assistance of management.

Qualifications and Key Skills: 

• College degree, preferably in journalism, marketing, business and/or English
• At least 10 years of professional experience in advertising, marketing or related field; agency experience a plus
• Excellent verbal and written skills as well as keen attention to detail
• Self-motivation and the drive to work in a fast-paced environment
• Strong ability to prioritize and meet deadlines
• Track record of providing exemplary client service
• Familiarity with AP style
• Ability to work closely with designers to provide creative direction 
• Strong organizational and communication skills (both written and oral).
• Ability to absorb and apply constructive criticism from peers and clients.
• Attention to detail.
• Ability to work both independently and collaboratively.
• Deadline focused and flexible under fluctuating workload. 
• Professional and presentable attitude and appearance.

FE Core Values:

• Commitment to Community
• Nothing About Us Without Us
• Creative Rooted in Insight
• Humor is Medicine
• Vulnerability and Optimism
• Self-determination

At FE, we invest in our employees by providing:

• A healthy work-life balance
• Professional development
• Fair and competitive compensation
• A harmonious, respectful and enjoyable work environment
• An atmosphere that encourages openness and new ideas

We expect our employees to invest in FE by having a: 

• Sense of respect and responsibility for the health and well-being of the company, their colleagues, clients and the community
• Positive attitude
• Strong work ethic
• Spirit of self-motivation and collaboration
• Critical thinking, problem-solving, solution-oriented approach to work