Account Director, Client Experience

Account Director, Client Experience Join to apply for the Account Director, Client Experience role at Power Digital Marketing. Overview We are a tech-enabled growth firm–at the intersection of marketing, consulting & data intelligence–igniting revenue and brand recognition for leading and emerging companies around the world. As a people-first firm, we value diversity in backgrounds and experiences. We strongly believe our people and culture are key to our success. Our vision is to be recognized as the most valued and respected private growth marketing firm in the world—with a scalable brand, culture and services. Our mission is to power the relentless pursuit of growth and redefine what’s possible through a team of growth‑obsessed experts who demand innovation and results—driven by integrity, autonomy, and grit. As a full-service growth marketing firm, we offer best‑in‑class services including: SEO, Content Marketing, Paid Media, Social Media Marketing, Programmatic + CTV, Public Relations, Influencer Marketing, Email + SMS, Conversion Rate Optimization, Retail Marketing, and Creative. Here at Power Digital, we are hyper‑focused on helping brands drive revenue growth and brand recognition, ultimately driving irrefutable value for our clients. At the heart of Power Digital is our proprietary technology, nova, which analyzes businesses through first‑party data, simplifying investment planning for marketing and diligence in M&A—putting marketers in a strategic seat at the table—and providing value in unparalleled ways. Managing billions in media, our dynamic team of consultative marketers, creatives, analysts and technologists challenge traditional ways of planning and measurement through meticulous testing and data science across each milestone of the customer journey. Strong English proficency is required for this job. Key Responsibilities - Employ AI technologies to enhance and optimize business processes - Utilize and leverage Power Digital's Nova ecosystem as it relates to your department - Client‑centric Communication: Establish a strong relationship with client key decision makers by hosting monthly one‑on‑one check‑ins to gauge sentiment, solicit feedback and share additional opportunities - Marketing Strategy: Guide the account team with a comprehensive strategy across paid, owned and earned channels to meet or exceed client business objectives; demonstrate proficiency in media planning, including the connection of a client’s product, audience and media - Data‑driven Insights: Leverage data and analytics to identify strategic opportunities; translate learnings into clear and concise reporting with actionable next steps - Measurement Frameworks: Use overlapping datasets to find the truth and make better marketing decisions; prioritize business metrics to guide strategy, decisions and budgets; leverage platform or attribution metrics to inform tactical daily optimizations; use incrementality to validate when needed - Client Retention: Lead the contract renewal strategy, presentation and proposal development alongside the Account Manager to extend client partnerships; review and analyze client contracts on a regular basis to ensure goals are on target - Service Expansions: Work with the Account Manager and the internal account team to identify additional strategies to improve performance and expand client partnerships - Client Portfolio: Manage a diverse set of clients totaling a minimum of $175K in monthly recurring revenue - Team Coaching and Development: Lead by example and practice servant leadership; deliver timely, specific feedback to account team members to up‑level existing client services - Responsible for other tasks and projects as assigned by Client Services department leadership, as needed Role Requirements - Bachelor's Degree in Marketing, Communication or related discipline - 8+ years of digital marketing experience in strategic planning, consumer insights, digital integration and client services, ideally in a digital or media agency - Proven track record of delivering high customer satisfaction scores - Extensive CRM or Marketing Operations platform experience required (e.g., Salesforce, Shopify, Hubspot) - Experience speaking to business‑level metrics such as LTV:CAC, MER, etc. - Campaign leadership skills for end‑to‑end campaign development including strategy, segmentation, targeting, etc. in a multi‑channel environment - Ability to quickly build rapport and develop relationships with executive‑level points of contact - Desire to work in a role that functions as both a marketing consultant and a business consultant for clients - Highly dependable, self‑starter, high energy, positive attitude with good organization, and time management skills - Entrepreneurial spirit with a passion for problem‑solving, continued learning, and personal development Key Performance Indicators (KPIs) - ETCR or Expansion to Churn Ratio (as established quarterly) - MRR Closed Service Expansion Retainer per Month (as established quarterly) - Average Client NPS 8.8 We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility. Please be aware of fictitious job openings, consulting engagements, solicitations, or employment offers from suspicious sources. These engagements may be an attempt to obtain private information, or to induce you to pay a fee for services related to recruitment or training. Power Digital does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page at /. If you have any doubts about the authenticity of any messaging on behalf of Power Digital, please send us an email at ****** before taking any further action in relation to the correspondence. #J-18808-Ljbffr