Director of Client Services
New
Australia, Canada, India, Ireland, Kenya, New Zealand, Nigeria, Philippines, Singapore, South Africa, United Kingdom, United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 6+ years in digital marketing; 3+ years in account management; 2+ years managing teams of 5+ direct reports; 4+ years hitting retention, upsell, and churn KPIs
- Required Skills
- SEOAccount ManagementTeam managementDigital Marketing
Requirements
- 6+ years in digital marketing
- 3+ years in account management
- 2+ years managing teams of 5+ direct reports
- 4+ years hitting retention, upsell, and churn KPIs
- Deep knowledge of SEO
- Deep knowledge of paid media
- Deep knowledge of inbound marketing
- Deep knowledge of web
- Systems-first mindset
- Experience with SOP development
- Experience with KPI development
- Familiarity with Traction EOS or Rockefeller Habits (strong plus)
Responsibilities
- Lead a department of Senior Account Managers
- Own client satisfaction, retention, and revenue growth across the portfolio
- Act as final escalation point for clients
- Coach and develop Account Managers daily
- Drive culture within the department
- Manage client retention, churn strategy, and NPS
- Oversee MRR growth, upsell and cross-sell targets per AM
- Ensure campaign ROI — CPL and MCAC within target
- Develop and implement SOPs, KPIs, and department-wide cadences
- Resolve client escalations and identify root causes
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