Client Services Director

About the Role

The Director Client Services directs the Client Services team to ensure work meets client expectations, grows business across the platform within existing key accounts, and serves as the key client contact for all projects and initiatives. This role provides on-site leadership and tactical support to ensure projects are managed with accuracy and follow-through.

Responsibilities

• Lead and manage sales and EBITDA among assigned accounts by:
  • Retaining accounts
  • Growing accounts through increased services and revenue
  • Improving profitability and EBITDA
  • Increasing the client's sales, customer count, and brand image
  • Enhancing Quad's equity and worth as a partner supplier/company
• Develop and execute cross-channel integrated marketing strategies combining online and offline channels (e.g., social media, email, events, print, TV).
• Ensure consistent messaging and branding across all touchpoints.
• Collaborate with creative teams to create cohesive campaigns that resonate with the target audience.
• Leverage data analytics to track campaign performance and optimize based on real-time insights.
• Work closely with internal teams (creative, media, PR) to align campaign objectives and messaging.
• Engage with external partners (vendors, influencers, media outlets) to amplify campaign reach.
• Assist with strategic account planning, including retention and growth targets, profitability optimization, account budgeting, and sales forecasting.
• Direct and guide Client Services Managers and teams.
• Build and maintain client relationships at all levels (low, mid, and senior management).
• Develop long-term, growth-oriented client partnerships.
• Educate clients on Quad's services, directly or through the Client Services team.
• Lead the development of integrated solutions leveraging Quad offerings for mutual benefit.
• Assist in developing presentations for prospective clients, including QBRs, RFPs, and proposals.
• Assist in the development and execution of client/agency contracts and scopes of work.
• Ensure client satisfaction with the performance of the Client Services Team and service levels.
• Proactively manage the business to maintain profitability.
• Oversee account staffing, budgets, time reports, and operational procedures with a focus on profitability.
• Ensure all account records and activities comply with guidelines, policies, and procedures.
• Keep management informed of events/issues that could impact client relationships.
• Manage and assist on-site Client Services Managers/Supervisors with staff management, including hiring, training, performance appraisal, and conflict resolution.
• Think strategically and tactically to meet client needs, improve services, or deliver new offerings.
• Ensure Client Services teams provide thorough client input to internal teams.
• Ensure staff adherence to established processes and procedures for timely and accurate service delivery.
• Develop marketing objectives, strategies, and execution plans for current or prospective services.
• Oversee the development of estimates for new projects within established pricing guidelines.

Requirements

• Bachelor’s degree in advertising, communication, marketing, or a related field (MBA a plus).
• Minimum 10 years of experience in account management, with at least 8 years of management experience.

Skills

• Proven track record of leading teams to meet and exceed goals and objectives.
• Ability to inform, educate, and influence managers and employees to support goals.
• Strategic thinking with tactical execution to align Quad's services with customer needs.
• Marketing expertise in strategy, creative, photography/videography, print production, media, and digital.
• Experience developing and managing budgets.
• Solid business acumen to assess new opportunities and adjust account strategies.
• Strong negotiation skills.
• Knowledge of customer services, sales, retail structure, and account service/sales management best practices.
• Ability to manage and develop staff in a highly interactive team environment.
• Excellent written and verbal communication and interpersonal skills.
• Proficiency in MS Word, MS Excel, MS PowerPoint, and Outlook.
• Willingness to travel and take on temporary out-of-town assignments as required.