Senior Director, Client Experience, B2B

POSITION SUMMARY:

Goodway Group is seeking an experienced Senior Director, Client Experience, to further support the building of our media agency brand direct line of business. This role reports to the VP, Client Experience and will be responsible for driving significant revenue growth for large B2B brand clients. You will move the needle by developing relationships with key decision makers and providing strategically focused solutions.

This role is a people leader and manager within brand direct client solutions; therefore, you should exemplify our Goodway Group behaviors, elevate standards, drive high quality work, and motivate your team by creating a positive, collaborative, and constructive environment.

The role requires a high commercial, media & marketing acuity, a growth mindset, keenness at sizing up business challenges and solutions, a collaborative approach, and a commitment to being a people leader & developer.

You will be partnering closely with key functional areas and discipline leads including business development, strategy, media activation, data strategy & analytics, technology, and other partners internally and externally to ensure comprehensive, business-appropriate solutions for our clients.

KEY RESPONSIBILITIES:

Client Development

• Be a Trusted Advisor to our clients, providing financial stewardship, expert advice, business growth, insights and ideas as well as developing a relationship of trust and respect.
• Oversee and influence marketing and advertising strategy for large clients or large book of business ($10MM+), working with them and your internal team to "story tell" with data to deliver digital recommendations across multiple channels, including programmatic media, social, ABM, analytics, and search, ensuring all services tie together to deliver against key business objectives and goals.
• Maintain comprehensive knowledge of client’s business with a thorough understanding of client's products/services, strategy/vision, needs and challenges so that marketing/advertising problems and opportunities may be anticipated as well as developing a deep understanding of their competitive set.
• Organically grow revenue in your book of business. Identify growth opportunities integrating Goodway’s products and services as well as value-add ideas in support of clients' business. Collaborate with entire client success team to present strategically-sound recommendations to clients.
• Partner with key stakeholders in the development of Scopes of Work (SOW) and/or Managed Service Agreement (MSA) contracts detailing client deliverables, coordinating with appropriate departments to identify resource allocations and proposed costs while meeting company profitability goals.
• Ongoing management of the SOW to ensure alignment against resource allocation, deliverables, agency profitability, etc.

Thought Leadership

• Possess a deep understanding and experience in verticals relative to your accounts (this role is specific to B2B) to provide thought-leadership and application to Goodway Group strategy.
• Possess strong holistic marketing and advertising knowledge and continue to advance knowledge within customer-first, omni channel strategies, people-based targeting, and other advanced Martech applications.
• Oversee client reporting to ensure a compelling story is told which highlights key insights, advanced analytics, optimizations, and recommendations, all tying back to client’s overall business objectives. This will be accomplished by collaborating with the internal client team.
• Be an active voice in effectively managing resources and other investments against current and future revenue.

Partnerships

• In collaboration with your CX VP and Business Development Director, you have strategic, senior-level relationships with brand clients at the highest levels (C-suite/VP level), as well as day-to day-to-day key contacts. Ensure all partnerships exceed performance benchmarks. 
• Participate with cross functional team in pitches and presentations to win new business.
• Collaborate with the agency's strategy teams to develop advertising and marketing strategies that align with the client's goals.

Team Development

• Collaborate with internal teams to develop strategic frameworks, complex testing strategies and campaign roadmaps.
• Coach and develop teams to be consultative, strategic leaders for clients.
• Provide day-to-day, ongoing leadership, including feedback, team alignment, and development.
• Champion your direct reports’ career growth and identify development opportunities to help them grow.
• Increase teams’ skills and knowledge, enabling them to expand connections across the industry.

Requirements

• Consistent display of Goodway Group Success Factors (Behaviors, Impact -internal and external, Performance and Potential) at the highest tiers leading the function.
• You have a minimum of seven years of working in paid digital media, either within account management or media, inclusive of B2B experience and have a working knowledge of the overall marketing landscape with the ability to lead and guide CMO level client discussions.
• 10+ years of holistic marketing and media experience and strong knowledge of the digital media and programmatic ecosystem.
• 6+ years of digital marketing/media experience with a heavy focus on strategy and working directly with senior stakeholders, including internal agency and external clients.
• You have 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.
• Strong understanding of direct response/performance marketing metrics such as visitor-to-lead and lead-to-sale ratios, sales revenue by channel, cost per lead, landing page conversion rate (CVR%), customer lifetime value (CLV or LTV), LTV: CAC ratios, customer retention rate (CRR), customer acquisition cost (CAC)
• Understand the B2B marketing funnel encompassing lead generation, communications and content, brand positioning and marketing operations.
• Experience running ABM focused campaigns with heavy emphasis on digital demand generation and self-service products. Familiar with platforms like 6sense, Demandbase, Salesforce, HubSpot, and Marketo and the integration of the tech stack as it relates to marketing performance.
• Ability to work within multiple technical systems and platforms necessary for managing client campaigns, dashboard reporting, ad tags, and sales funnel. Tableau, DV360, Trade Desk, AdWords and Facebook experience preferred.
• Deep knowledge and proven success with pitching to big brands
• Proven success selling value and business growth over cost savings.
• Strong business acumen and ability to zoom in, out, and across topics while quickly synthesizing information to add value to client and internal conversations.
• Ability to manage change well, a motivated self-starter with a team-player mentality, and potential to travel up to 20% (including two required all company trips per year) of the time.
• Bachelor’s degree or equivalent training in a technical discipline. Advanced degree, professional certification, or equivalent training preferred.

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