Group Account Director (Agency Relationships)

The Group Account Director (Agency Relationships) is responsible for leading account management for large brand clients and agencies. This senior leader will develop relationships with key decision makers, providing strategic solutions that exceed marketing objectives through cross-functional team orchestration. The role requires experience in high-volume, integrated media strategies for local and national campaigns, and maintaining account financial health through forecasting and scope management. The ideal candidate will excel in people leadership, inspiring and developing high-performing teams, and understanding client needs and expectations.

What You Will Do  

Client Development 

• Serve as a trusted advisor, providing financial stewardship, expert advice, and innovative ideas to foster long-term relationships.
• Ensure a consistent, first-class client experience across cross-functional teams, leading efforts to excel in client relations and internal communications.
• Consult with clients to understand their business objectives and marketing challenges, advising on data strategy, business analytics, media execution, and personalization.
• Oversee and influence marketing and advertising strategies for complex, high-volume clients, using data storytelling to deliver digital recommendations across multiple channels to align with key business objectives.
• Identify and pursue growth opportunities within your book of business, integrating Goodway’s products and services to support clients' business, and collaborate with the client success team to present strategic recommendations.
• Develop Scope of Work (SOW) and Managed Service Agreement (MSA) contracts, coordinating with departments to allocate resources and propose costs while meeting profitability goals.
• Act as a point of escalation for complex client issues, ensuring timely and effective resolution

Account Management

• Advocate for the client perspective in strategic planning and decision-making processes to ensure their needs and goals are prioritized.
• Clearly communicate client experience goals, strategies, and performance metrics to senior leadership and other stakeholders.
• Conduct regular reviews and feedback sessions with clients to understand their needs, expectations, and satisfaction levels leveraging performance data.
• Analyze client feedback and data to identify areas for improvement and implement actionable plans.
• Maintain and advance a strong understanding of holistic marketing and advertising, focusing on customer-first, omni-channel strategies, people-based targeting, and advanced Martech applications.
• Proactively identify and address potential risks to client satisfaction and business relationships, developing and implementing risk mitigation strategies.

Team Leadership 

• Lead, mentor, and manage a Client Experience team, fostering a culture of collaboration and continuous improvement.
• Provide ongoing coaching and development opportunities to ensure team members are engaged, motivated, and supported in their professional growth.
• Oversee a cross functional team of Media, Strategy, and Analytics professionals to address client issues and develop solutions that align with client needs.
• Implement best practices and standard operating procedures with Goodway’s infinity loop in mind.
• Allocate client support effectively to ensure that client needs are met efficiently.

What you Bring 

• A Bachelor’s degree in Business Administration, Marketing, Management, or a related field is typically required.
• 10+ years of experience in client experience, account management, or a related field, with a significant portion in a senior leadership role at a marketing agency.
• Demonstrated ability to manage high-value client relationships and deliver exceptional client experiences.
• Strong leadership with experience leading and developing high-performing teams.
• Experience in developing and executing strategic plans related to client experience and satisfaction.
• Strong leadership skills with the ability to inspire and manage a diverse team.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with a client-centric mindset and a passion for delivering exceptional client experiences.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Ability to develop and execute long-term strategies to enhance client experience and drive business success.
• 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.
• Experience with project management principles and tools to oversee and deliver client experience initiatives.
• Familiarity with client management and CRM systems, such as Salesforce, HubSpot, or similar platforms.
• Proficiency in data analysis tools and techniques to track client metrics and performance.
• In-depth knowledge of industry trends, best practices, and competitive landscape related to client experience.
• Understanding of relevant regulatory and compliance issues affecting client interactions and data protection.