Associate Director, Client Experience

Summary

Join Goodway Group, an award-winning, remote-first media and marketing services firm, as an Associate Director! You will play a crucial role in bridging strategic leadership and operational management for clients, developing and nurturing key relationships to drive business growth. This position involves managing cross-functional teams, overseeing media campaigns, and providing strategic solutions. You will act as a trusted advisor, consulting on Retail Media strategy and ensuring client satisfaction. The ideal candidate possesses strong analytical and problem-solving skills, along with extensive experience in paid digital media. Goodway Group offers a supportive and inclusive work environment.

Requirements

• Have a minimum of 7 years of working in paid digital media, either within account management or media, inclusive of Paid Search, Paid Social, and Programmatic (display, native, etc.) and have a working knowledge of the overall marketing landscape
• Proven track record of managing client relationships and delivering successful digital media campaigns
• Have strong analytical and problem-solving abilities (creative analytics) with the ability to stay on top of client and industry trends to understand market demand and competitive trends
• Have a strong understanding of measurement metrics within digital media such as ROAS, iROAS, attribution, media mix, etc
• Ability to work within multiple technical systems and platforms necessary for managing client campaigns, dashboard reporting, ad tags, and sales funnel
• Strong leadership and team management skills
• Self-starter with a team-player mentality
• Bachelor’s degree or equivalent training in a technical discipline

Responsibilities

• Effectively communicate with clients and brands, ensuring they are well-informed and confident in the team, campaigns, recommendation, reporting and overall processes
• Proactively anticipate and resolve client needs and concerns, demonstrating strong problem-solving skills and a commitment to client satisfaction
• Take ownership of daily client deliverables, ensuring accuracy and addressing needs before they are expressed internally or externally
• Contribute thoughtfully to conversations about growing the client’s business through media upsell opportunities, consultation and uncovering process efficiencies
• Demonstrate the ability to think strategically and align objectives with recommendations
• Serve as the primary day-to-day contact, with support from the Director or Senior Director
• Possess a deep understanding and experience relative to your accounts (retail) to provide thought-leadership and application to Goodway Group strategy
• Possess strong holistic marketing and advertising knowledge and continue to advance knowledge within customer-first, omni channel strategies, people-based targeting, and other advanced Martech applications
• Be an active voice in effectively managing resources and other investments against current and future revenue
• Ensure accountability and accuracy within internal systems, billing and client deliverables, impacting effectiveness and overall profitability
• Monitor team workload accordingly by understanding current client utilization
• Possess a proficient understanding of media strategy, planning, and analytics to produce high-quality client deliverables
• Keep the full team abreast of client challenges, initiatives, and priorities and effectively communicate client requests to internal stakeholders
• Build excellent rapport with internal stakeholders to execute high-quality client deliverables
• Understand the departments and roles within the organization, the platforms they operate in and the responsibilities of other teams
• Understand how additional resources and companies within Goodway can align with client needs. Proactively identify areas of need for internal team growth and support
• Act as a trusted advisor that maintains an expert-level understanding of the client goals, that you can influence through trusted advice, business growth insights and strategic recommendations
• Oversee and influence digital media strategy delivering digital recommendations across multiple channels
• Maintain a working knowledge of the client's business, including products, services, strategy, and competitive set, to anticipate marketing opportunities
• Ensure exceptional attention to detail, responsiveness and quality assurance on client deliverables
• Motivate and inspire internal team members by displaying leader-like attributes
• Actively participate in internal and external calls, take initiative on new opportunities, maintain a business-first presence with the client, respect deadlines and communicate effectively internally and externally

Preferred Qualifications

• Tableau, Trade Desk,Salesforce and Meta experience
• Advanced degree, professional certification, or equivalent training