Director, Client Experience

Summary

Join Unlock Health as their Director, Client Experience (Web) and lead a team managing existing integrated marketing enterprise web accounts. You will be responsible for client relationship management, organic growth, and team collaboration. This role requires experience leading account services teams in a matrixed organization and a deep understanding of digital marketing and website development in the healthcare industry. You will work collaboratively with cross-functional digital teams and ensure the cohesive delivery of client strategies. Unlock Health offers a competitive salary and benefits package, including health, dental, and vision insurance, paid time off, parental leave, and remote work options.

Requirements

• 7+ years’ digital marketing or agency experience required
• 2-3+ years’ experience leading account services team(s) across a matrixed organization
• An understanding of industry best practices, innovative approaches in website development, and of the technology stack required for high-performing healthcare websites
• Understanding of customer journeys and user experience in the digital space
• Understanding of CMS platform technology, analytics, digital marketing, ecommerce and internet technologies
• Experience managing site development, including large-scale design, build-out and maintenance
• Capability to handle multiple tasks concurrently and collaborate with remote teams
• Ability to balance big-picture strategy and long-term business goals with near-term demands
• Strong client presentation & interpersonal team skills

Responsibilities

• Lead relationships with key clients, ensuring client goals are met and revenue targets are achieved
• Manage Client Experience enterprise web team, helping to navigate client escalations and challenges
• Work collaboratively with digital teams across Creative, Strategy, Media, Content, Web Dev & Mar Tech
• Partner with PMO team to ensure cohesive delivery of client strategy with internal resource & budget management
• Provide training & guidance across full Client Experience department focused on web development
• Encourage adherence to the Core Team Model approach for enterprise accounts to ensure multi-discipline ways of working & collaboration
• Support new business opportunities with RFP responses and pitch presentations
• Manage team of 1-2 Client Experience web-focused team members who are collectively responsible for the bulk of Unlock’s web enterprise client portfolio
• Lead projects to completion while adhering to best practices and cross-functional solutions
• Drive growth in client relationships, focusing on revenue and client profitability
• Develop or supervise development of client opportunities from proposal to statement of work
• Demonstrate industry knowledge regarding structure, trends, initiatives and best practices in the digital space
• Accountable for accurate and profitable client forecasting

Preferred Qualifications

• Experience in the healthcare space a plus
• Strong leadership skills: positive, inspiring, thoughtful, encouraging, empowering

Benefits

• Competitive Salary
• Health, Dental and Vision benefit packages to fit all types of lifestyles
• Life, Short- and Long-Term Disability Insurance paid 100% by the company
• FSA / HSA Options
• 401(K) with a generous company match program
• Flexible Paid Time Off (aka- unlimited)
• Paid Parental Leave
• Hybrid and Remote work schedules available
• Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
• Employee Referral Program