Remote Group Account Director

Summary

Join Goodway Group as a Group Account Director (Agency Relationships) to lead account management for large brand clients and agencies, developing relationships with key decision makers and providing strategic solutions that exceed marketing objectives.

Requirements

• A Bachelor’s degree in Business Administration, Marketing, Management, or a related field is typically required
• 10+ years of experience in client experience, account management, or a related field, with a significant portion in a senior leadership role at a marketing agency
• Demonstrated ability to manage high-value client relationships and deliver exceptional client experiences
• Strong leadership with experience leading and developing high-performing teams
• Experience in developing and executing strategic plans related to client experience and satisfaction
• Strong leadership skills with the ability to inspire and manage a diverse team
• Excellent communication, negotiation, and interpersonal skills
• Strategic thinker with a client-centric mindset and a passion for delivering exceptional client experiences
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
• Ability to develop and execute long-term strategies to enhance client experience and drive business success
• Strong analytical and problem-solving abilities (creative analytics) with the ability to provide strategic direction to clients and keep them apprised of industry trends to understand market demand and competitive trends
• Experience with project management principles and tools to oversee and deliver client experience initiatives
• Familiarity with client management and CRM systems, such as Salesforce, HubSpot, or similar platforms
• Proficiency in data analysis tools and techniques to track client metrics and performance
• In-depth knowledge of industry trends, best practices, and competitive landscape related to client experience
• Understanding of relevant regulatory and compliance issues affecting client interactions and data protection

Responsibilities

• Serve as a trusted advisor, providing financial stewardship, expert advice, and innovative ideas to foster long-term relationships
• Ensure a consistent, first-class client experience across cross-functional teams, leading efforts to excel in client relations and internal communications
• Consult with clients to understand their business objectives and marketing challenges, advising on data strategy, business analytics, media execution, and personalization
• Oversee and influence marketing and advertising strategies for complex, high-volume clients, using data storytelling to deliver digital recommendations across multiple channels to align with key business objectives
• Identify and pursue growth opportunities within your book of business, integrating Goodway’s products and services to support clients' business, and collaborate with the client success team to present strategic recommendations
• Develop Scope of Work (SOW) and Managed Service Agreement (MSA) contracts, coordinating with departments to allocate resources and propose costs while meeting profitability goals
• Act as a point of escalation for complex client issues, ensuring timely and effective resolution
• Advocate for the client perspective in strategic planning and decision-making processes to ensure their needs and goals are prioritized
• Clearly communicate client experience goals, strategies, and performance metrics to senior leadership and other stakeholders
• Conduct regular reviews and feedback sessions with clients to understand their needs, expectations, and satisfaction levels leveraging performance data
• Analyze client feedback and data to identify areas for improvement and implement actionable plans
• Maintain and advance a strong understanding of holistic marketing and advertising, focusing on customer-first, omni-channel strategies, people-based targeting, and advanced Martech applications
• Proactively identify and address potential risks to client satisfaction and business relationships, developing and implementing risk mitigation strategies
• Lead, mentor, and manage a Client Experience team, fostering a culture of collaboration and continuous improvement
• Provide ongoing coaching and development opportunities to ensure team members are engaged, motivated, and supported in their professional growth
• Oversee a cross functional team of Media, Strategy, and Analytics professionals to address client issues and develop solutions that align with client needs
• Implement best practices and standard operating procedures with Goodway’s infinity loop in mind
• Allocate client support effectively to ensure that client needs are met efficiently