Director, Client Experience (Web)

Title: Director, Client Experience (Web)
Direct Manager Title: Chief Client Officer

The Role 
This individual will oversee the client experience team responsible for managing existing integrated marketing enterprise web accounts. Accounts range from AOR relationships to web only. They will manage a book of client business that can vary from website builds and ongoing website maintenance to strategic partnership needs involving technology, strategy & creative. This role will be responsible for organic client growth, overall client relationship health & retention and fostering team collaboration & career pathing. They will also closely collaborate with their cross-functional digital leads, as well as other Client Experience team members. 

What You’ll Do

• Lead relationships with key clients, ensuring client goals are met and revenue targets are achieved
• Manage Client Experience enterprise web team, helping to navigate client escalations and challenges
• Work collaboratively with digital teams across Creative, Strategy, Media, Content, Web Dev & Mar Tech
• Partner with PMO team to ensure cohesive delivery of client strategy with internal resource & budget management
• Provide training & guidance across full Client Experience department focused on web development
• Encourage adherence to the Core Team Model approach for enterprise accounts to ensure multi-discipline ways of working & collaboration
• Support new business opportunities with RFP responses and pitch presentations

Key Responsibilities

• Manage team of 1-2 Client Experience web-focused team members who are collectively responsible for the bulk of Unlock’s web enterprise client portfolio
• Lead projects to completion while adhering to best practices and cross-functional solutions
• Drive growth in client relationships, focusing on revenue and client profitability
• Develop or supervise development of client opportunities from proposal to statement of work
• Demonstrate industry knowledge regarding structure, trends, initiatives and best practices in the digital space
• Accountable for accurate and profitable client forecasting

Ideal Qualifications

• 7+ years’ digital marketing or agency experience required
• 2-3+ years’ experience leading account services team(s) across a matrixed organization
• An understanding of industry best practices, innovative approaches in website development, and of the technology stack required for high-performing healthcare websites
  • Understanding of customer journeys and user experience in the digital space
  • Understanding of CMS platform technology, analytics, digital marketing, ecommerce and internet technologies
• Experience managing site development, including large-scale design, build-out and maintenance
• Capability to handle multiple tasks concurrently and collaborate with remote teams
• Ability to balance big-picture strategy and long-term business goals with near-term demands
• Strong client presentation & interpersonal team skills
• Experience in the healthcare space a plus
• Strong leadership skills: positive, inspiring, thoughtful, encouraging, empowering
• Remote staffing, but ability to travel as necessary for key meetings and presentations

Perks and Benefits

• Competitive Salary
• Health, Dental and Vision benefit packages to fit all types of lifestyles
• Life, Short- and Long-Term Disability Insurance paid 100% by the company
• FSA / HSA Options
• 401(K) with a generous company match program
• Flexible Paid Time Off (aka- unlimited)
• Paid Parental Leave
• Hybrid and Remote work schedules available
• Employee Assistance Program (unlimited free telephonic counseling for a variety of issues such as mental health, financial support, and legal advice)
• Employee Referral Program

About Unlock:
Unlock Health redefines what a marketing and advertising agency can do in healthcare by breaking down walls that have existed for decades. We’ve combined the best teams in healthcare marketing to help every client live their mission – to promote, maintain, and restore health. Our “super agency” approach connects creative, content, and strategy to remove the guesswork from growth, measured by ROI technology. By bringing together the top talent in the industry, we are reshaping the future of healthcare marketing.

We believe our business can only grow by including our Vision and Values in everything we do. Our hiring process is no different. We interview and hire based on our values, which you can learn more about here.

Equality Opportunity Employer Statement
Unlock, and its affiliate companies, is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We provide equal employment opportunities without regard to an applicant's race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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