POSITION SUMMARY
• This role will be responsible for setting the expectations for overall Client Account Engagement and Service Delivery at Tag. The Business Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on client engagement, operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.
JOB QUALIFICATIONS
• A Bachelor’s degree or equivalent experience is required
• At least 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
• Minimum 8 years business disciplines
• Minimum 3 years managing key Account teams globally/locally
• Minimum 2 years responsibility for profit and loss in a large organization
• Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
• Established accomplishments in successfully growing volume, profitability and client satisfaction
• Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
• Proven experience in the development, implementation and management of complex multi-service solutions for clients
• At least two years’ business development experience
• Minimum of seven years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
SUPERVISION
• Number and title(s) of direct reports (if any): Senior Account Director, Account Director, Sr. Director, Creative Operations, Director, Creative Operations
• Received: Managing Director
JOB RELATIONSHIPS
• Internal: This position works closely with the account and functional teams.
• External: This position works closely with operational client contacts and vendors.
JOB DUTIES
(* denotes an “essential function”)
• Manage a single client account or a portfolio of accounts
• *Drive the quality of service delivery across the organization
• *Implement strategies to improve and standardize all aspects of client operations
• *Execute modifications to organizational design and teams to optimize operational activity and improve client experience
• *Ensure operational controls and management information reporting requirements are fulfilled
• Foster excellent senior client relationships
• Drive and maintain operational excellence
• Ensure delivery against operational and financial business targets
• Manage the senior client relationship
• Create and execute client account plans
• Monitor and control costs effectively
• Identify opportunities to grow and develop the account
• Provide leadership for an individual or team
• *Manage the Account P&L and budgets to ensure profitability – escalating threats to targets when necessary
• *Assure adherence to account plans operations team
• *Drive account growth to meet targets and business goals through strategic and tactical leadership
• Minimize corporate risk and maximize returns for operations team
• *Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• *Partner with functional teams to implement appropriate policies, internal controls, and reporting
• *Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• *Investigate and resolve issues escalated by the client and communicate significant issues to the Managing Director
• Have a comprehensive understanding of all clients business and the impact of our services
• *Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
• Ensure the team is clear about target metrics and support their achievements
• Highlight operational, compliance and financial risk areas
• *Create and present regular business updates to both internal and Client leadership
• *Manage the selection, induction, development, retention, motivation and performance of direct reports
• Encourage a culture of structured succession planning and growth for key roles
• *Participate as a key project team member new business implementation
• *Implement the appropriate delivery model for all services/products, with a focus on lowering cost and delivering high quality
• Cascade key business and organizational messages down to the associate level, per the appropriate channels
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
• Provide training and development opportunities and serve in mentoring role for his/her direct reports
WORKING CONDITIONS
Office environment
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