Director, Client Service
AiDigital is seeking a strategic and operationally-minded Director, Client Service to lead a specialized POD dedicated to our Brand Direct client roster. Unlike agency partnerships, Brand Direct relationships require a highly prescriptive approach and the implementation of consistent, scalable processes to navigate their unique organizational challenges. The ideal candidate will be a "process architect" and a trusted consultant, overseeing a team of account managers while ensuring our service model is both rigorous and adaptable.
Responsibilities
Leadership & Process Architecture
- Standardize & Scale: Develop and enforce consistent account management workflows and SOPs (Standard Operating Procedures) across the Brand Direct POD to ensure a uniform, high-quality "AiDigital Experience".
- Team Mentorship: Lead, mentor, and develop a team of account managers, coaching them on how to establish themselves as trusted advisors to their clients.
- Resource Optimization: Allocate resources across high-stakes accounts, ensuring the team is structured to handle the intensive, high-touch demands of direct brand relationships.
- Cultural Excellence: Foster a high-performance culture rooted in accountability, proactive problem-solving, and continuous process improvement.
Prescriptive Client Relationship Management
- Strategic Advisory: Serve as the primary point of contact for key direct accounts, acting as a consultant who provides clear, authoritative guidance on digital strategy.
- Operational Alignment: Bridge the gap between the client’s internal business goals and technical execution, ensuring all deliverables are mapped to the client’s unique KPIs.
- Conflict Resolution: Set the gold standard for the department by professionally addressing complex client challenges and navigating internal brand politics.
Strategic Planning & Integrated Execution
- Growth Planning: Implement strategic account plans focused on long-term retention and the scaling of the brand’s digital impact.
- Cross-Functional Orchestration: Collaborate closely with MPO, Growth, and Strategy teams to ensure that Brand Direct requirements are clearly translated into technical execution.
- Performance Accountability: Monitor KPIs rigorously to identify optimization opportunities, ensuring that reporting is not just data-heavy, but insight-driven and actionable for brand stakeholders.
Requirements
Education & Experience
- 8+ years of experience in client service or account management, specifically within digital advertising; experience working directly with brands (in-house or brand-side agency) is highly preferred.
- Proven Leadership: A track record of managing and developing teams to achieve high performance in a fast-paced environment.
- Educational Background: Bachelor’s degree in Marketing or a related field; MBA or advanced degree preferred.
Skills & Competencies
- Process-Oriented Mindset: Exceptional ability to build frameworks and methodologies that can be replicated across different clients.
- Authoritative Communication: Strong presentation skills with the ability to command the room and provide firm, prescriptive recommendations to senior brand executives.
- Analytical Rigor: Ability to interpret complex data and translate it into a simple, compelling narrative for non-technical brand stakeholders.
- Strategic Problem-Solving: A client-centric thinker who anticipates roadblocks before they impact the client relationship.
Conditions
- Competitive salary.
- Work from anywhere: Fully remote to suit your lifestyle.
- Unlimited PTO that we actually encourage you to use—for adventures, recovery, or just because.
- Growth-focused environment: Access to learning resources and clear pathways for growth.
- Fun team events: From virtual pasta-making to yoga sessions, we make remote feel close.
- A culture of trust: We cut the red tape — open talk, ownership, and getting things done together. Results over rules, always.
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