Director of Client Services

Client Service Director

SCS was founded in November 2016 with the merger of Schiefer Media and ChopShop to form SCS. Schiefer Media’s James Schiefer and ChopShop’s Zach Lyons wanted to create an agency uniquely designed to meet the future needs of consumer marketers by bringing media, creative and content together in a nimble, data-first offering designed for the new speed of consumer business today. SCS acquired Fuel in July 2018 to bring advanced digital studio capabilities to the agency. In 2021, SCS acquired Atlanta-based digital performance marketing agency Swarm to strengthen e-commerce, retail, and performance media capabilities, taking SCS to over 150 staff across three offices.

The Client Service Director role requires a skilled communicator and entrepreneurial leader to

manage multiple clients and projects effectively. Responsible for utilizing SCS’ strengths to

provide expert marketing and advertising consultation, resulting in client retention and growth.

This role demands accountability in project management, resource allocation, budget

oversight, and maintaining transparent communication internally and externally to achieve

successful outcomes. Operating with professionalism, the Client Service Director interacts

proficiently with clients and all levels of SCS staff. The role involves instilling confidence through

preparedness, effective verbal and non-verbal communication, and exemplary leadership

representation.

Key responsibilities include and not limited to initiating new projects, defining scopes and

briefs, managing scope changes, issuing change orders, and leveraging emotional intelligence

to navigate challenging discussions internally and externally when projects deviate.

• Develop deep expertise in assigned clients and; businesses and industries
• Retain and grow client business through active listening and prompt responses
• Collaborate with cross-departmental teams to create briefs and Statements of Work (SOW) for new projects, including hour estimates & timelines
• Manage schedules, budgets, assets, and project organization to ensure clear communication of requirements and deliverable dates
• Balance client needs with agency and internal team requirements effectively
• Maintain clear communication between clients and the agency regarding project status’
• Effectively manage client feedback, ensuring clear communication to internal teams
• Assist in developing and supporting strategies internally and with clients
• Establish clear objectives and priorities for client initiatives
• Develop and present initial Points of View (POVs) on strategic and creative alternatives
• Utilize internal tools for effective communication and organization with internal teams
• Manage multiple projects, timelines, and internal resource allocations
• Collaborate with account team members to optimize workflow
• Proactively identify and address potential client relationship or expectation issues, escalating to SVP of Client Services/Agency Leadership as needed
• Provide project leadership through proactive planning, attention to detail, and strategic thinking
• Demonstrate a focus on detail, delivering high-quality products and experiences to clients
• Make strategic decisions considering all variables and needs
• Document detailed meeting notes for internal teams and clients
• Track and manage project documentation, including presentations and feedback
• Ensure clear communication and personal interaction with internal teams, including on-site meetings, to ensure project alignment and meet deadlines
• Monitor projects using the Workfront project management platform
• Update the Revenue Google Document regularly to reflect contracted and forecasted projects
• Actively prepare for and participate in recurring client and agency weekly meetings
• Perform other related duties as requested by the SVP of Client Services/Agency Leadership

Education:

Bachelor of Arts College degree in Communications (Advertising/Marketing) preferred

Experience:

• Minimum 7 years’ client services experience or 3+ years client services experience and

specific account management experience

Skills:

• Exceptionally detail-oriented with a focus on accuracy and precision
• Proficient in managing project timelines and ensuring adherence to schedules
• Demonstrates strong presentation skills, able to articulate ideas effectively
• Proactive approach to addressing challenges and seizing opportunities
• Clear and concise communicator, both verbally and in writing
• Experienced in directly managing multiple clients and projects concurrently
• Collaborative team player, fostering cohesion and synergy
• Possesses strong interpersonal skills, adept at building relationships
• Maintains a calm demeanor and professionalism under pressure
• Excellent troubleshooting abilities, thriving in fast-paced environments to meet deadlines
• Effective time management skills, prioritizing tasks efficiently
• Combines creative thinking with analytical prowess to solve problems
• Exhibits a positive and enthusiastic attitude in all interactions

SCS strives to foster a sense of belonging for everyone and to create a place for everyone to achieve their highest potential. We provide equal employment opportunities to all employees and applicant and prohibit discrimination or harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.