Supervisor, Client Service and Strategy

Position: Supervisor, Client Service and Strategy

Job Type: Full-time

Job Location: Remote, with occasional travel

Who We Are

ndm is a full-service marketing agency that specializes in the healthcare and senior living industries. With a vision to transform these industries through insightful and powerful marketing, the team behind ndm provides advanced and innovative solutions to help our partners evolve and connect with their communities.

What You’ll Do

As Supervisor, Client Service & Strategy at ndm, you will be responsible for achieving our Senior Living client’s marketing objectives by creating and maintaining strategic plans, and you will be responsible for overall client health. You’ll lead your internal team to deliver on clients’ goals, objectives, and strategic direction, working closely with the Director, Client Service & Strategy and VP, Client Service & Strategy to foster a culture of growth and development within the team.

Responsibilities:

Client Relationship Management:

• Act as a key point of contact for clients, addressing inquiries and resolving issues to ensure satisfaction.

• Build and maintain strong relationships with key clients.

• Proactively anticipate and address client needs and concerns.

• Act as a trusted advisor, offering strategic insights and recommendations.

• Conduct regular client meetings to review progress, discuss challenges, and identify opportunities.

• Respond to client inquiries in a timely fashion.

• Work closely with other departments, such as sales and marketing, to ensure alignment in client service delivery and strategy.

• Lead development of communication strategies and campaigns

• Oversee client annual budget development and approval

• Manage client retention and satisfaction

• Manage team productivity, satisfaction, and growth

Project Management:

• Oversee multiple projects simultaneously, ensuring timely delivery and adherence to project timelines and budgets.

• Coordinate with cross-functional teams to ensure seamless project execution.

• Monitor project progress and identify potential risks or issues.

• Conduct post-project reviews to identify lessons learned and areas for improvement.

• Identify areas for improvement within client service operations and collaborate with the team to develop and implement solutions.

Performance Monitoring & Reporting:

• Track and evaluate team performance metrics, implementing strategies to improve service quality and efficiency.

• Prepare regular reports on team performance, client feedback, and strategic initiatives for management review.

• Contribute to marketing plan development.

• Review deliverables for brand integrity and strategy.

Required Skills/Abilities:

• Strong leadership and team management capabilities.

• Excellent communication and interpersonal skills, with a focus on client engagement.

• Proven problem-solving and conflict resolution skills.

• Ability to analyze data and make data-driven decisions.

• High level of organization and attention to detail.

• Strong adaptability and ability to thrive in a fast-paced environment.

• Proficiency in relevant marketing tools and software.

• Microsoft Suite (required)

• Wrike (preferred)

• Excellent written and verbal communication skills

• Highly organized with a keen attention to detail

• Ability to work in a fast-paced, deadline-driven team environment while managing multiple projects simultaneously

• Strong people skills to navigate a range of personalities

• Ability to build strategic client relationships and partnerships

• Strong business acumen

• Ability to be decisive and make things happen

Other Requirements:

• A minimum of 7-10 years of experience in client service, account management, or a related field, preferably with previous agency experience.

• A willingness to go the extra mile to meet client needs, often outside of traditional business hours.

• This role may require flexibility in working hours, such as working earlier or later in the day, in order to meet project deadlines and client needs.

• Bachelor’s degree in marketing, advertising, journalism, business, communications or related field

• Senior living experience preferred

• Self-sufficient and self-motivated with the ability to independently manage client communities

• Extensive integrated omnichannel advertising experience

• Proven track record of developing strong client relationships

Physical Requirements:

• Ability to perform office-related tasks, including prolonged periods of sitting, typing, and engaging in meetings. Occasional travel may involve lifting and carrying materials.

• While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit; reach with hands and arms. Specific vision abilities required by this position include close vision, distance vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

Benefits and Pay

• $90,000 - $100,000/year

• Generous PTO plan and paid sick time off

• 11 paid holidays a year + 1 floating holiday

• Medical/dental/vision insurance

• 401(k) with employer match

Benefits:

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance