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Toronto

Client Service Director

Jun 14, 2024

Are you a visionary leader with a proven track record in nurturing client relationships and driving commercial success? Do you excel at leveraging CRM technology and marketing automation to deliver exceptional results? Are you ready to lead a dynamic team, creating a lasting impact on one of our major clients? If so, seize this opportunity to shape the future as a Client Service Director at VML MAP!

What will your day look like?

As a Client Service Director, your day will be filled with strategic decision-making, problem-solving, and team leadership. You will lead, manage and grow your client workstream, ensuring that projects are delivered on time, within budget, and to the highest quality standards. You will also maintain a close relationship with client stakeholders, acting as their go-to person for any challenges that need solving. Further, you encourage an environment of growth and optimization within the team, and you are always on the lookout for the next idea, client growth opportunity or process optimization that can increase our efficiency.

More specifically, your tasks include:

  • Overseeing the delivery of all workstream-related projects.
  • Managing the client relationship driving day-to-day contact, ensuring high client satisfaction and being a strategic partner to the client.
  • Financial management of the account, including scoping, preparing, and reviewing revenue and profitability reports.
  • Leading the team, which may consist of Account Directors, Senior Project Managers, and Project Managers.
  • Driving cross-functional collaborations various teams, for example tech, data, creative and Strategy teams.
  • Continuously optimizing ways of working and driving process improvements.

Who are you going to work with?

In this role, you will work closely with a variety of internal and external stakeholders. Internally, you will report to the Client Partner and work in partnership with the Program Director. You will also collaborate with the finance team and the Specialist Department team leads. Externally, you will interact regularly with client stakeholders, acting as their main point of contact and trusted advisor.

What do you bring to the table?

The ideal candidate for this role is a strategic thinker with a deep understanding of CRM loyalty and marketing technology. You have excellent leadership skills and a proven ability to manage large complex programs. You are highly organized, able to balance multiple priorities, and remain calm under pressure. You are a great communicator, able to present complex information in a clear and understandable manner. You are also a strong relationship builder, comfortable working with a diverse range of stakeholders in a multicultural environment.

In addition, you have:

  • A strong track record in Client Service roles within digital agencies, with at least 5 years in a senior leadership position.
  • Deep understanding of CRM technology such as Salesforce Marketing Cloud and/or Adobe. Experience with strategic management and implementation of IT projects within CRM and/or marketing automation.
  • Proven track record of managing large scale projects.
  • Extensive experience with people management, and the knowledge and skills to lead a team with varying experience and seniority and different cultural backgrounds.
  • Strong financial acumen and ability to manage budgets effectively.
  • Excellent communication skills and the ability to present complex information clearly and effectively.
  • Resilience and the ability to handle difficult situations with grace and professionalism.
  • Willingness to travel as needed.
  • Automotive experience will be an advantage.

If you believe you have the skills and experience to succeed in this role, we would love to hear from you!

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond. Our people are the heartbeat of our organization—creators, doers, innovators, makers, and thinkers—who drive not just marketing, but meaningful experiences that resonate in every action and interaction.

For more information, please visit our website, and follow us on our social channels via Instagram and LinkedIn.

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