Program Lead responsible for delivering engagement programs and shaping culture across Client Services at Bank of America. Collaborating with leadership to drive connection, inclusion, and team effectiveness.
About the role
- Director of Client Services leading account organization at creative marketing agency, overseeing client relationships and developing high-performing teams.
Responsibilities
- Lead, mentor, and manage Account Supervisors and Account Managers, fostering a proactive, high-performance culture
- Own the P&L for the Account Services department, managing scope, staffing, and profitability
- Ensure every account has a clear strategic roadmap and consistently high client service standards
- Serve as the senior escalation point for client issues and relationship management
- Partner with the executive team on new business pitches and client growth initiatives
- Oversee onboarding for new clients to ensure a seamless transition from sales to delivery
- Enforce SOPs, improve processes, and ensure accurate time tracking and reporting
- Collaborate cross-functionally with Creative, Media, and Web teams to deliver integrated work
Requirements
- 8+ years of agency account management experience, including 4+ years in a leadership role
- Experience managing Account Supervisors and Account Managers
- Strong understanding of agency economics, P&L, utilization, and scoping
- Proven ability to mentor teams and lead with accountability
- Exceptional client relationship and communication skills
- Agency experience preferred
- Experience with luxury retail clients a plus
- Familiarity with EOS is a plus
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