Director, Client Service (eCommerce Focused)

Location: Columbus, Ohio
Job Code: 690
# of openings: 1


The Director of Client Service is responsible for building and leading a seasoned, ecommerce savvy account team at Resource.  This dynamic individual is responsible for developing key strategies and activation plans for senior executives at a major client focused on growing ecommerce business. This role is responsible for leading, monitoring and reporting account health to the portfolio leadership team. The Director of Client Service must be a strong leader, presenter and seasoned marketing professional with an in-depth understanding of ecommerce strategy and activation activities.  This role reports to the portfolio Vice-President.

Essential Job Functions
•    Manage a $4+ million global consumer and commercial products account with accountability for budgets and profitability throughout the lifecycle of each project
•    Direct and oversee client deliverables that align quality, effective and on-brand ecommerce solutions that are in balance with the client’s best interest
•    Collaborate with clients and their partner agencies to develop clear business objectives, high impact marketing programs and measurement of those programs
•    Lead internal teams and clients by applying thought leadership in ways that deliver on client business goals in innovative ways
•    Manage, mentor and inspire professional development of direct reports
•    Identify growth and hiring needs for a robust account team with ecommerce and marketing expertise
•    Partner with department leads on client work to ensure collaboration across domains, proactively manage issues and create overall plans for achieving annual and long-term goals
•    Understand and follow Resource’s statement of work and project processes to ensure timely turn around for clients, ensuring scope is clearly defined and costs match what is outlined in the project plan
•    Ensure SOW compliance throughout the project
•    Lead quarterly/semi-annual strategic client planning process to develop near and long-term strategies
•    Responsible for overall client satisfaction results for the account, ensuring quality improvement plans are developed and executed
•    Identify and cultivate new opportunities by proactively recommending and selling marketing and ecommerce ideas that align with client business, consumer and brand objectives

Required Qualifications
•    Passion for leading client focused teams that deliver world class thought leadership, insights, creative and technology ideas and solutions
•    Proven ability to sell and lead the development of successful marketing solutions into senior management
•    Proven delivery of consistent shopping experiences across all customer touchpoints, including mobile, social and in-store
•    Excellent client service, business development, analytical, presentation and team management skills
•    Proven success in driving client brand and financial goals
•    Minimum 10 years of digital marketing experience (ecommerce experience required)
•    Minimum 5 years of direct ecommerce experience in retail or consumer packaged goods at a top digital agency or client

Preferred Qualifications
•    MBA or equivalent experience
•    Experience developing and executing plans in the following functional areas: ecommerce marketing and UX, partner management, ecommerce operations, ecommerce analytics, digital strategy, enterprise product management, marketplace selling strategies (, and ecommerce merchandising
•    Understanding and experience with top ecommerce tools and platforms, including analytics, content management, mobile and commerce
•    Understanding and experience with SEO, PPC, email, affiliate and social marketing

Travel Requirements
•    This position may require up to 50% travel to and from current or potential client sites, conferences, seminars and/or training sessions.
















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