Senior Director, Client Services
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Job Description
Senior Director of Client Services managing client portfolios and teams at Podean. Overseeing performance, satisfaction, and growth across client relationships in the marketing agency.
Responsibilities:
- Lead and manage a team of Account Directors who oversee teams of Account Managers responsible for client portfolios.
- Own revenue performance, retention, and client satisfaction across a large portfolio of client relationships.
- Drive growth across the existing client base by identifying opportunities to introduce additional Podean capabilities and services.
- Partner with internal teams across Retail, Media, Content, Consulting, and Data & Analytics to ensure coordinated and effective delivery of services.
- Serve as a strategic advisor to senior client stakeholders and maintain executive-level client relationships across key accounts.
- Guide Account Directors and Account Managers in developing strategic roadmaps and growth strategies for clients.
- Support the preparation and delivery of executive business reviews (EBRs) and quarterly business reviews (QBRs).
- Lead onboarding for new clients in partnership with Sales and internal delivery teams to ensure a seamless client experience.
- Oversee key client management processes including reporting, client communications, and escalation management.
- Manage contract renewals and extension planning across the client portfolio.
- Partner with Finance on time tracking, client profitability reporting, and invoicing coordination.
- Support forecasting and portfolio planning across the Client Services organization.
- Oversee hiring, staffing, and client assignments within the Client Services team.
- Mentor and develop Account Directors and Account Managers, fostering strong strategic thinking and client leadership skills.
- Maintain a strong understanding of client business objectives, contractual obligations, and operational challenges.
- Identify and address operational challenges impacting client delivery and team efficiency.
- Lead cross-functional initiatives that improve Client Services processes and operational effectiveness.
- Manage ongoing client risk assessments across the portfolio.
- Build strong partnerships with internal teams including Finance, HR, and Operations to support overall client delivery
Requirements:
- 10+ years of experience within a marketing agency environment, ideally within digital performance marketing or eCommerce.
- Significant experience managing large client portfolios and leading teams responsible for client relationships.
- 5+ years of leadership experience managing Account Managers, Account Directors, or similar client services roles.
- Strong marketplace experience, including work related to Amazon or other major retail platforms.
- Experience coordinating delivery across multiple marketing capabilities such as retail operations, media, content, analytics, or consulting.
- Proven ability to build and maintain executive-level client relationships.
- Strong business acumen with the ability to connect client challenges with marketing and marketplace solutions.
- Experience identifying and driving cross-sell opportunities within existing client relationships.
- Strong leadership and people management skills with a track record of building and developing high-performing teams.
- Excellent communication and stakeholder management skills, including experience working with C-level client contacts.
- Strong problem-solving skills and the ability to operate effectively in fast-paced and evolving environments.
- Collaborative mindset and ability to build strong internal partnerships across cross-functional teams.
- Experience working with brands in CPG, beauty, apparel, electronics, or similar categories is a plus.
- Amazon Advertising certifications or similar marketplace certifications are a plus.
- Experience with retail media networks such as Walmart Connect or Target Roundel is a plus.
Benefits:
- Competitive compensation aligned to experience and market benchmarks
- Remote-first flexibility - work from anywhere, with trust and autonomy
- Global collaboration - working with experts across regions and time zones
- Career growth and development - opportunities to evolve as we scale
- 5-Year Sabbatical + Travel Stipend - After your 5-year anniversary, take a fully paid month-long sabbatical, plus a travel reimbursement to make your experience restorative and inspiring
- Positive-energy culture - grounded in respect, inclusion, and accountability
- Meaningful impact helping some of the world’s most progressive brands grow
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