Description
Job Description
At Epsilon, we know the importance of standing out from the crowd and our client services associates ensure we do just that. Serving as liaisons between our clients and our company, our client service teams know the importance of managing and exceeding client expectations. Our associates have a thorough knowledge of our client's business, the consumer, the marketplace and all aspects of the industry, including creative, media, research, data and commercial production. Epsilon client service professionals work in a variety of roles, including Account Executive, Account Manager, Relationship Manager and Account Supervisors.
The Account Director will manage and lead the agency team in all aspects of project development and ensure delivery of high-quality creative work product standards. Works cross-functionally with client's brands, technology teams, agencies, and internal teams to deliver e-mail marketing strategy, developing detailed project specifications, manage workload, and providing end-to-end project management. Ensure overall client satisfaction through timely and accurate execution of all email marketing campaigns/projects and frequent status communications.
Essential Functions
8+ years of Marketing "Agency" Experience preferred
8+ years of Healthcare/Pharmaceutical Martech experience preferred
HCP experience strongly preferred
Manage relationships with client senior manager and sponsors
Ensure team allocation aligns with overall account delivery scope; escalate issues and impact to appropriate internal and client stakeholders
Establish clear understanding of account KPIs
Contribute to account planning process
Manage execution of account plans
Responsible for client satisfaction by ensuring client needs are heard while actively engaging in solutions and forward-thinking strategies
Enables client retention by providing levels of service to actively maintain client business
Provides new and creative ways to approach solutions and is engaged at varying levels of the organization to facilitate those solutions
Ensure team adherence to processes; identify opportunities for improvement
Partner with GM to resolve issues with account-level considerations (quality, scope-creep, prioritization, budget, timeline, achievement of engagement objectives, risks to account retention)
Ensure commitment and delivery from cross functional teams
Ensure costs are aligned to budgets/forecasts and manage through any cost overruns to get back to forecast
Forecasting and Invoicing ownership
Manage relationships with client senior manager and sponsors
Ensure team allocation aligns with overall account delivery scope; escalate issues and impact to appropriate internal and client stakeholders
Establish clear understanding of account KPIs
Contribute to account planning process
Manage execution of account plans
Responsible for client satisfaction by ensuring client needs are heard while actively engaging in solutions and forward-thinking strategies
Enables client retention by providing levels of service to actively maintain client business
Provides new and creative ways to approach solutions and is engaged at varying levels of the organization to facilitate those solutions
Ensure team adherence to processes; identify opportunities for improvement
Partner with GM to resolve issues with account-level considerations (quality, scope-creep, prioritization, budget, timeline, achievement of engagement objectives, risks to account retention)
Ensure commitment and delivery from cross functional teams
Ensure costs are aligned to budgets/forecasts and manage through any cost overruns to get back to forecast
Forecasting and Invoicing ownership
Involved in supporting the GM with upsell and retention efforts
General Management/Team Management
Lead recruiting and interviewing processes
Manages career paths by coaching and mentoring direct reports. Holds associates accountable for their work by setting expectations, achieving commitments, providing feedback, and evaluating effectiveness
Provides direction to individual contributors
Coach / Mentor peers and team members
Develop and implement training / on-boarding plans
Ensure team members have functional skills to perform their role; develop and drive plans to address gaps
Contribute feedback to team members', both direct and cross-functional team's performance, via 30|30 or other performance discussions
Knowledge and Skills
Organized with the ability to recall day-to-day activities while managing multiple projects efficiently
Strong conceptual thinker with the ability to continuously problem solve complex business challenges and manage to objectives
Excellent ability to apply innovation, strategic planning and operation planning to develop business strategies for success
Understands marketing landscape, the vertical industry, specific marketing and digital technologies and services that can be leveraged in support of client goals and objectives.
Excellent communication skills, must communicate across internal teams and with clients; solid presentation skills internally and externally at client forums
Proven record of building long-term relationships both internally and externally
Able to coordinate projects and lead projects across functional teams
Contribute subject matter expertise for new business initiatives
Understand and apply how their industry of focus can benefit from the marketing technology + services Epsilon provides as well as what other partner products + tools typically drive success (Adobe, etc.)
Organized with the ability to recall day-to-day activities while managing multiple projects efficiently
Strong conceptual thinker with the ability to continuously problem solve complex business challenges and manage to objectives
Excellent ability to apply innovation, strategic planning and operation planning to develop business strategies for success
Understands marketing landscape, the vertical industry, specific marketing and digital technologies and services that can be leveraged in support of client goals and objectives.
Excellent communication skills, must communicate across internal teams and with clients; solid presentation skills internally and externally at client forums
Proven record of building long-term relationships both internally and externally
Able to coordinate projects and lead projects across functional teams
Contribute subject matter expertise for new business initiatives
Understand and apply how their industry of focus can benefit from the marketing technology + services Epsilon provides as well as what other partner products + tools typically drive success (Adobe, etc.)
Relationship Management
Understands the current state of Epsilon's financials, and how client specific P&Ls drive Epsilons business
Solid management of client specific financial reporting/processes, contribution margin and P&L management.
Ability to articulate Epsilon's value proposition across offerings
Contribute to account planning and proposal generation (business case, solution, scope, approach, fees)
General understanding of the Epsilon contractual process
Able to communicate effectively, upwards and downwards within the organizational structure.
Able to solve complex problems and issues.
Able to recognize and manage new business opportunities.
Experience and Education
Minimum of 10 years' experience in a related field. Significant leadership experience required
Associate's or Bachelor's degree preferred
