Account Director, CRO

About the role

This role focuses on servicing and leading a book of business while driving organizational growth through strategic leadership, data analysis, client engagement, experimentation, and platform proficiency. The Account Director will lead teams of highly-talented marketers by working closely to optimize their efforts and provide guidance, enforcing pivots when necessary.

Responsibilities

• Strategic Leadership: Guiding strategic decisions that significantly impact the growth trajectory of the organization. This involves identifying strategic opportunities and evaluating risks and potential outcomes. Leading a team of skilled UI/UX designers and developers, and account managers, providing guidance, mentorship, and ensuring cohesive collaboration to realize strategic objectives. Formulating actionable plans, defining goals, and aligning the team to work cohesively towards achieving these objectives, all while keeping a keen eye on emerging market trends and industry advancements to stay ahead in the competitive landscape.
• Data Analysis & Insights: Utilize analytical tools to derive actionable insights, present detailed analysis to clients, and identify key metrics for business growth.
• Client Relationship & Communication: Facilitate transparent and effective communication with clients to comprehend their needs and goals. Gather and analyze feedback from clients to enhance our strategies. Provide regular updates on their performance, offering insights and actionable recommendations to drive targeted improvements. Update clients with comprehensive metrics and performance insights to empower informed decision-making.
• Client Portfolio: Manages a diverse set of clients equal to or greater than $55K in monthly recurring revenue or 8-9 clients in the pod.
• Experimentation & Optimization: Drive rapid experimentation to identify high-impact strategies, with a focus on optimizing e-commerce in alignment with targeted metrics.
• Power Circuit Delivery: Ensure timely completion and adherence across the department. Service expansion ideation and ownership. Ensure daily use of our proprietary technology (Iris and nova), Pulse (client performance and sentiment tool) cadence at 100%, and Power Circuit (our diagnostic system) compliance across managed ADs.
• Platform Proficiency & Cross-Channel Marketing: Demonstrate proficiency in ecommerce platforms such as Shopify and Wordpress and a holistic approach to various marketing channels.
• Team Coaching and Development: Leads by example and practices servant leadership; Deliver timely, specific feedback to account team members to up-level existing client services. Provides timely feedback to Group Directors and department leadership on performance management challenges.
• Role Opportunities: Enhance client performance through strategies to optimize clients' operations, strengthen client relationships, and lead cross-functional teams. Function as both a marketing consultant and a business consultant for clients.

Requirements

• A/B Testing Effectiveness: Efficiently executing A/B tests to improve conversion rates.
• Testing Velocity: Maintaining an active testing schedule with a certain number of A/B tests per month.
• Collaboration within the Pod: Ensuring cross-departmental collaboration and communication to serve client needs.
• Learning and Adaptation: Continuously adapting strategies based on data from test results.
• Innovation in CRO Strategies: Implementing innovative strategies within the conversion rate optimization team.
• Documentation and Reporting: Providing timely and accurate reporting of CRO results to clients and stakeholders.
• Technology Utilization: Leveraging CRO tools and technologies effectively to enhance processes and outcomes.
• 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.
• 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)

• Revenue Impact: Increased revenue attributed to conversion rate optimization. Demonstrate the impact of CRO efforts on clients' ARPU generation within the first three sprints (months) or 90 days of engagement with the client by at least 20% lift.
• Client Retention: Retain clients by consistently delivering value through personalized CRO strategies and maintaining regular communication to ensure satisfaction. Focus on building strong relationships during the first two months, aiming for an 89% retention rate.
• Conversion Rate Improvement: Achieve a 10% increase in funnel conversion rates for the key metrics identified as priorities ("metrics on fire") on client websites in the first two -three months. Continuously optimize and improve overall conversion rates by focusing on main metrics that require attention and enhancement.
• Client Satisfaction: Ensure clients are satisfied with conversion rate optimization efforts and overall service by improving client feedback and satisfaction levels. The target is to achieve an average client satisfaction score of 4.5 out of 5 on feedback surveys within the first 3 and 6 months with the client. This will be accomplished by regularly communicating progress, proactively addressing client needs, and resolving any concerns that arise.
• Client Escalation: Ensure client escalations are resolved and churn is avoided by maintaining 95% escalations closed with the client retained and active 60 days post resolution. Proactively and accurately logging 100% of escalations on a weekly basis in the CS Sentiment Sheet, partnering with the escalation lead assigned to define an action plan and providing at least two updates per week to clients and CS team until closure.
• Service expansion new pipeline of $25k/quarter