Account Director, Client Experience

Account Director, Client Experience Join to apply for the Account Director, Client Experience role at Power Digital Marketing. Overview Power Digital Marketing is a tech-enabled growth firm that ignites revenue and brand recognition for leading and emerging companies worldwide. We are a people-first firm that values diversity and believes our culture is key to our success. 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. Establish client‑centric communication by hosting monthly one‑on‑one check‑ins to gauge sentiment, solicit feedback and share additional opportunities. Guide the account team with a comprehensive strategy across paid, owned and earned channels to meet or exceed client business objectives. Leverage data and analytics to identify strategic opportunities; translate learnings into clear and concise reporting with actionable next steps. Use overlapping 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. 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. Work with the Account Manager and the internal account team to identify additional strategies to improve performance and expand client partnerships. Manage a diverse set of clients a minimum of $175K in monthly recurring revenue. 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 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). 8.8 Average Client NPS. Most Important Things (MITs) Team Coaching and Development. Marketing Strategy, Development and Execution. Client Retention and Client Revenue Growth. Diversity and Inclusion Statement 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. #J-18808-Ljbffr