Vice President, Client Service

Location: Irving, TX
Department: Client Services - Dallas

Description

About Targetbase
As a data-driven, strategic communications agency, we believe our clients become stronger when they leverage the wealth of information consumers provide every day. At Targetbase, we integrate technology, analytics, creative, and strategy to create a better consumer experience, which improves consumer engagement and drives a more profitable outcome for clients. Our agency is a part of the DAS Group of Companies. For more information, visit www.targetbase.com.

 

JOB SCOPE & PURPOSE

The Vice President (VP) of Client Service assumes ultimate responsibility for management of all aspects of a client’s business within Targetbase, in order to deliver projected revenue and profitability in a manner that generates a high degree of client satisfaction.

 

MAIN RESPONSIBILITIES

  • Takes the lead role on building client business and generating new strategies for agency-client partnerships
  • Develops and maintains a thorough understanding of all clients’ businesses, brands, customers, and competitive environments in order to contribute to the development of the most effective business solutions, communications, and creative strategies that deliver against their business objectives
  • Proactively provides clients with new ideas for his/her business, which are not part of the current scope
  • Remains well-versed in all the products that Targetbase offers, including technology, analytics, and communications
  • Accountable for organic growth; seeks opportunities to expand Targetbase’s role within current clients to extend across the entire product portfolio – strong focus on growing Targetbase’s communications penetration within existing client base
  • Develops visibility and stays connected with the industry in order to attract top talent; shares responsibility for hiring employees who fit the culture and client needs
  • Attends and fully participates in client briefs, client presentations, and client research as needed
  • Develops periodic, regular client satisfaction surveys in order to ensure a formalized exchange of feedback on assigned client accounts and takes appropriate steps to create a high degree of client satisfaction
  • Makes final decisions on all elements of the product that are delivered to the client
  • Organizes opportunities for other Targetbase employees to learn about the activity on his/her respective businesses, focusing on successes and failures
  • Communicates and reinforces Targetbase’s standards of excellence; ensures that the project is consistent with these standards and meets the desired business objectives, while delivering a “best in class” solution on time, on budget, and delivered with the utmost integrity
  • Remains the primary conduit for assigned clients to access the resources at Targetbase
  • Builds senior-level relationships with clients and is viewed as an indispensable member to the overall team
  • Contributes to building a positive agency culture, while building positive working relationships with other competencies and clients; builds relationships with each of the competency leads and teams that will assist in the achievement of successful projects
  • Works with Finance to ensure financial contracts and service level agreements fairly represent the agency and client  
  • Sets up the internal processes to ensure that financial tasks and budgets are tightly managed by the account team
  • Provides routine revenue forecasts, aligning resources with revenue, anticipating issues, etc.
  • With the assistance of the competency leads, develops and monitors a staff resource plan to optimize the manufacturing process for the client
  • Continually monitors and recommends adjustments to staff mix based on the needs of the client
  • Takes an active role in developing direct reports, providing mentorship and guidance
  • Blocks and tackles for direct reports within the organization, as needed, to ensure roadblocks which hamper performance and process are removed
  • Conducts regular performance evaluations for direct reports and ensures that each member is provided with a clear developmental career path
  • Delegates effectively to free up time to ensure that project objectives are achievable
  • Involves direct reports and clients in business activities to ensure they are able to cover responsibilities in any given circumstance

 

PERFORMANCE EXPECTATIONS

  1. Quality and overall impact of deliverables: Strives to achieve executional excellence. Motivates and mentors team to ensure work is completed on time and within budget. Documents are created in a professional manner. Anticipates client needs and requests. Maintains financial management for assigned accounts. Continually drives for results and highest quality standards.
  2. Team and/or client feedback and satisfaction: Develops and manages a strong working relationship with primary client. Educates the team on the client’s needs. Manages the team to limit amount of rework due to scope documents. Background and goal of project is always provided. Team members and client provide praise for work done. Client is willing to give a recommendation for Targetbase in new business pitches.
  3. Commitment to vision and guiding principles of agency and competency: Number one focus is on client’s business. Respect for the individual is at the core of all team interactions. Focuses on solutions versus challenges.
  4. Organizational and/or technical knowledge: Has appropriate knowledge of his/her core competency and Targetbase’s integrated service offerings. Is an expert in knowing and understanding the abilities of the other competencies. Understands the financial system and fulfills all accounting requirements. Understands the work performed for the client by each competency. Knows available Targetbase resources. Schedules resources when above current requirement. Has deep working relationships with a senior partner in each competency.

 

REQUIRED SKILLS

EXPERIENCE & EDUCATION

  • Minimum of 12 years of experience in a client service role within a communication agency
  • Direct to Consumer (DTC) or B2B experience, as required by position
  • Solid track record of understanding and applying direct/target marketing strategies that help to succeed in the marketplace
  • Experience in leading and mentoring a direct marketing team and providing senior counsel to clients 
  • Experienced people manager, demonstrating strong mentoring and leadership abilities
  • Category experience is preferred
  • Bachelor’s Degree (or higher) in Business Marketing or Advertising is preferred

 

KNOWLEDGE & ABILITY

  • Strong understanding of consumer marketing is a prerequisite, and knowledge of when to integrate any one or all products is essential
  • Solid understanding of agency and creative process and integrated disciplines
  • Solid understanding of business and current marketplace
  • Able to build strong, long-lasting relationships
  • Strong negotiating skills
  • Able to drive and motivate others
  • Good at thinking on his/her feet
  • Strong problem-solving skills
  • Able to keep composure in high-stress situations and can manage crisis effectively, while preserving the relationship
  • Politically savvy and able to navigate well within an organization
  • A master facilitator of resources; able to draw upon the right resources at the right time, in order to achieve mandates
  • Highly developed interpersonal and communication skills, including effective and active listening skills
  • Demonstrated fiscal management skills
  • Superior organizational and time management skills with strong attention to detail
  • Demonstrated strategic thinking with ability to lead a business
  • Able to design and deliver presentations within the client’s brand and at higher levels of the client organization
  • Proficient with Microsoft Office

 

POSITION REQUIREMENTS

  • Overtime as necessary

Travel as necessary





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