Director of Client Services

Blue Wheel is a new breed of omni-channel digital commerce agency that services brands “from click to ship.” Blue Wheel’s core solutions range from front-end marketing and advertising and creative services to back-end support and fulfillment across direct-to-consumer, e-retail, and marketplaces - all under one roof. Blue Wheel’s best-in-class services are powered by proprietary advertising and reporting & analytics technology, Companion. We're one of Inc. Magazines 2021 fastest-growing private companies in the US and a 2022 Detroit Free Press Top Work Place.

Your Role:  

As the Director of Client Services you will be responsible for leading and innovating Blue Wheel’s client services team. You will work to architect, measure and ensure that BW’s team of 360 Account Managers drive account excellence through best-in-class process, communication, client experience, inside growth and ultimately retention. This role will work closely with the Chief Revenue Officer to ensure client goals are met and (where possible) exceeded. Additionally, you will be tasked with supporting and building the team through process and SOP creation and rollout, personal development and team training programs and assisting in rolling out new business initiatives.

At the end of the day, you will be the engine behind client services employee growth, Blue Wheel’s client experience and the key driver of Blue Wheel’s client retention KPIs. 

Responsibilities: 

-Lead and manage a team of account managers, providing guidance and support to ensure client satisfaction and project success. 

-Demonstrate skills in managing early-career professionals, fostering their growth and development within the team. 

-Handle Business Owners (BoBs) and key stakeholders, maintaining strong relationships and aligning services with their business goals. 

-Manage multiple direct reports, overseeing their performance and providing mentorship as needed. 

-Develop and maintain strong relationships with key clients, understanding their business goals and aligning our services to meet their needs. 

-Collaborate with internal teams, including marketing, creative, back end operations, and analytics, to ensure seamless execution of client campaigns and projects. 

-Drive the development and implementation of strategic account plans to maximize client retention and growth. 

-Oversee the delivery of high-quality client presentations, reports, and other communication materials. 

-Stay informed about industry trends, competitor activities, and emerging technologies to provide strategic recommendations to clients and ideas to internal teams.

In your first 30 days...

-Understand all Client Services systems and processes

-Begin to evaluate current processes and SOPs to determine go forward strategy 

-Conduct a comprehensive review of existing client accounts and relationships

-Meet with the current account management team to assess strengths and areas for improvement

-Gain a deep understanding of Blue Wheel's service offerings, processes, and client portfolio. 

-Craft a comprehensive plan for client satisfaction, Account Management retention/development to the executive team. 

-Begin joining applicable internal L10 meetings 

-Begin integrating into client services high-level operations with the COO: Billing, Forecasting, Hiring/Firing

In your first 60 days... 

-Identify key areas for improvement in internal processes and implement necessary changes. 

-Initiate regular check-ins with the account management team to provide guidance and support. 

-Review and provide feedback on key client presentations

-Implement performance metrics and KPIs to measure the success of client accounts and for Account Managers

-Begin holding team meetings and individual 1:1s with each team member 

-Scorecard Building / KPI Management 

-Begin implementing new-hires and training needs for the department to keep up with existing demand, new tools and technologies and new business 

In your first 90 days... 

-Establish regular communication channels with clients to gather feedback and ensure ongoing satisfaction. 

-Drive continued growth of the business with innovation and new business opportunities 

-Sole ownership of client services and its success 

-Responsible for hitting client retention metrics 

-Reporting into executive management on success metrics, key initiative progress and the overall vision for the Client Services department under your purview 

Desired Skills and Experience

5 years + experience successfully leading a team, preferably in a high-growth or agency environment

5 years + hands-on experience in Full Service Amazon, Amazon Advertising and DTC Marketing 

Experienced in financial reporting and forecasting

Strong Presentation Skills 

Obsessed with client experience and problem solving 

Driven by KPIs with the soft skills to manage high-level relationships with both clients and employees 

Bachelor's degree in Marketing, Communications, Business, or related field, preferred Proficient in Microsoft Office Suite

The smallest detail is your favorite detail! 

Self-driven with the ability to work independently

Must be able to understand complex environments and projects, pay attention to details and maintain an organized workflow

Excellent planning, project and time management, and decision-making skills with the ability to self-manage numerous projects simultaneously

Demonstrated project management skills and proven ability to deliver results in a fast-paced, deadline-oriented environment

Creativity and experience bringing new programs and ideas to fruition 

Strong interpersonal skills with a focus on teamwork and the ability to foster/maintain relationships across multiple businesses and organizations