Job Title

POSITION SUMMARYThis role will be responsible for setting the expectations for overall Client Account Engagement and Service Delivery at Tag. The Business Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on client engagement, operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.JOB QUALIFICATIONSA Bachelors degree or equivalent experience is requiredAt least 8 years experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environmentMinimum 8 years business disciplinesMinimum 3 years managing key Account teams globally/locallyMinimum 2 years responsibility for profit and loss in a large organizationDemonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situationsEstablished accomplishments in successfully growing volume, profitability and client satisfactionExcellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situationsProven experience in the development, implementation and management of complex multi-service solutions for clientsAt least two years business development experienceMinimum of seven years of successful financial management; understanding of how day-to-day and strategic decisions impact P&LSUPERVISIONNumber and title(s) of direct reports (if any): Senior Account Director, Account Director, Sr. Director, Creative Operations, Director, Creative OperationsReceived: Managing DirectorJOB RELATIONSHIPSInternal: This position works closely with the account and functional teams.External: This position works closely with operational client contacts and vendors.JOB DUTIES(* denotes an essential function)Manage a single client account or a portfolio of accounts*Drive the quality of service delivery across the organization*Implement strategies to improve and standardize all aspects of client operations*Execute modifications to organizational design and teams to optimize operational activity and improve client experience*Ensure operational controls and management information reporting requirements are fulfilledFoster excellent senior client relationshipsDrive and maintain operational excellenceEnsure delivery against operational and financial business targetsManage the senior client relationshipCreate and execute client account plansMonitor and control costs effectivelyIdentify opportunities to grow and develop the accountProvide leadership for an individual or team*Manage the Account P&L and budgets to ensure profitability escalating threats to targets when necessary*Assure adherence to account plans operations team*Drive account growth to meet targets and business goals through strategic and tactical leadershipMinimize corporate risk and maximize returns for operations team*Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services*Partner with functional teams to implement appropriate policies, internal controls, and reporting*Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedbackPromote a culture of high performance and continuous improvement that values learning and a commitment to quality*Investigate and resolve issues escalated by the client and communicate significant issues to the Managing DirectorHave a comprehensive understanding of all clients business and the impact of our services*Manage overall performance metrics of accounts/departments against contract/target or business unit metricsEnsure the team is clear about target metrics and support their achievementsHighlight operational, compliance and financial risk areas*Create and present regular business updates to both internal and Client leadership*Manage the selection, induction, development, retention, motivation and performance of direct reportsEncourage a culture of structured succession planning and growth for key roles*Participate as a key project team member new business implementation*Implement the appropriate delivery model for all services/products, with a focus on lowering cost and delivering high qualityCascade key business and organizational messages down to the associate level, per the appropriate channelsShare knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvementProvide training and development opportunities and serve in mentoring role for his/her direct reportsWORKING CONDITIONSOffice environment #J-18808-Ljbffr