SVP, Client Service Director

Job Title: SVP, Client Service Director 

• Lead by inspiring trust through courageous in the moment conversations
• Walk the talk and have a strategic perspective both internally and externally
• Know that you are department agnostic and be generous to hear new ideas no matter where they come from
• Build and facilitate a journey of learning for our teams focused on tapping into their curiosity and creating a clear career path of growth.

Client Management & Interaction 

• Seen as primary owner of Account relationship 

o   Ensuring that every client has an account contact and that each client feels your presence and oversight of the account 

o   Key contact two-three levels above day-to-day client on a monthly/bi-monthly basis 

• Solutions first leader: Act as primary agency Ambassador in managing ad hoc issues and opportunities (e.g. to deliver capabilities to new business prospect, pacify upset senior client, etc.)
• Maintain “guru” status with clients and engaged for key strategic meetings
• Be known and respected among client teams
• Lead for onboarding of all new clients, regardless of level

Agency Development 

•   Solution oriented approach that creates calm and rallies teams
•   Actively seek and close large, strategic new business opportunities; convert new business into agency revenue 
•   Play active role in defining, clarifying, and evolving agency short- and long-term “Go-to-Market” strategy and suite of offerings 
•   Be a developer and attracter of key agency talent and primary grower of talent from within

Communication Skills 

Possess superior communication skills across the board.  

•   Maintain strong, professional presence that immediately puts clients at ease and wins their confidence
•   Expert presentation skill to a few key individuals or to a large client team
•   Communicate complicated ideas in a manner everyone can understand
•   Annually deliver course relating to leadership, client management or business communications for the benefit of more junior colleagues as discussed and outlined with President of agency
•   Author periodic articles or POVs worthy of publication internally and with clients

Management 

•        Continue to build on our adoption of the philosophy of the Service-Profit Chain, correlating highly engaged employees create rewarding environments
•        Manage multiple account teams with flawless client retention
•        Accountable for all agency teams maintaining high quality deliverables
•        Ensure teams consistently follow established processes/guidelines for executing agency offerings (eg,monthly POV’s, etc).
•        Serve as a mentor to account group taking initiative to develop trainings
•        Ensure all levels of the organization understands the client dynamics at play and is involved to ensure client love and retention.  
•        Key conduit to strategic team with a mindset of always show the client more – talent, work, thinking

Leadership/Teamwork 

•        Manage up and vertically to ensure seamless pull-through

o   Keep President abreast of all issues/opportunities arise to ensure all are on the page 

o   Partner across so that all can learn from the dialogue 

• Responsible for evangelizing Agency’s evolving service offerings, processes, and best practices to all staff and clients
• Establish agency-wide example of interdepartmental partnership and collaboration through BRAND MOVEMENTS document development.  Every team member should understand how their purpose at DDB Health plays into the “Good” we are creating via our brands
• Demonstrate strong work ethic, delegates instead of dumps, provides real-time feedback and recognition, celebrates success, excellent active listening skills, makes decisions for betterment of all, maintains optimistic outlook in all situations
• Works with cross agency leadership to ensure all accounts are staffed appropriately to meet client/project needs
• Act as “Champion” for all direct reports/team members and takes full responsibility for helping advance them toward promotion
• Navigate challenging client situations while keeping the team calm and motivated

Industry Knowledge/Therapeutic Expertise 

•   Maintain “guru” status with clients and engaged for key strategic meetings
•   Continually demonstrate expertise in all aspects of strategy 
•   Seen by clients and colleagues as experienced multiple therapeutic areas 
•   Establish agency-wide example of ability to deliver solutions for clients

Financial Responsibility 

•   Ultimate owner of groups yearly goals to Omnicom and achievement of those goals from a revenue perspective always keeping margin in mind
•   Final responsibility for year-over-year account growth in alignment with established growth targets 
•   Active participant in new business planning, agency capability expansions, resourcing decisions, and financial discussions
•   Champion for all internal financial processes and for teams being vigilant about project budgets and agency fees. 
•   Think: Need, Hours, Resources

o   Always come with a solution 

o   Evaluate needs for freelance resources, monitoring department utilization and budgeted hours.  

o   Maintain overall accountability for on time and on budget delivery of work 

The range below represents the low and high end of the base salary someone in this role may earn as an employee of an Omnicom Health Group company in the United States. Salaries will vary based on various factors including but not limited to professional and academic experience, training, associated responsibilities, and other business and organizational needs. The range listed is just one component of our total compensation package for employees. Salary decisions are dependent on the circumstances of each hire. 

• Salary range here - $220, 000 - $285,000

Omnicom Health is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice.