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Account Director

3 months ago

Old Toronto, Canada Tru Full time

We are not just a digital agency; we're architects of online experiences, innovators in the digital landscape, and partners in our clients' success stories. Our journey began with a simple yet powerful vision — to transform businesses through strategic and creative digital solutions.

At Tru, we pride ourselves on a holistic approach to digital excellence. We don't just create websites or run marketing campaigns; we craft immersive digital journeys that resonate with audiences. From the inception of an idea to its execution, we bring together a team of passionate professionals who thrive on pushing boundaries and challenging the status quo.

Our team comprises of industry experts, creative minds, and tech-savvy enthusiasts who collectively bring a wealth of knowledge and expertise to the table. Whether it's web development, design, digital marketing, or emerging technologies, we're here to navigate the complexities and deliver solutions that make a lasting impact.

One of the cornerstones of Tru's success is our unwavering commitment to our clients. We believe in partnerships, not transactions.

Job Description

Job Title:
Account Director

Company Overview:
At Tru, we are more than just a digital transformation agency; we are architects of exceptional online experiences and pioneers in the digital realm. Our mission began with a clear and compelling vision: to revolutionize businesses through strategic and innovative digital solutions.

Position Overview:
As the Account Director, you will drive the success and growth of key client accounts by leading a high-performing team and fostering strong, long-term client relationships. Your focus will be on client satisfaction, retention, and identifying growth opportunities that align with our agency’s goals.

This role requires a strategic thinker with proven leadership and communication skills, capable of managing large-scale enterprise projects and collaborating across functions like product management, design, and development.

Location:
This role is remote, offering the flexibility to work from the comfort of your own space. However, frequent in-person meetings within the Greater Toronto Area (GTA) will be required, and candidates should be prepared to attend as needed.

Responsibilities
  1. Client Management:
    Build and maintain strong relationships with key clients, acting as their primary point of contact.
    Develop a deep understanding of clients’ industries, marketing strategies, and business goals to offer tailored solutions.
    Ensure client satisfaction and retention by managing expectations and delivering exceptional service.
    Partner with clients to develop strategic roadmaps that align their business objectives with our agency’s solutions.
    Support clients in completing project briefs and coordinate approvals to ensure smooth execution.
    Identify and capitalize on opportunities to grow client accounts by recommending new services, solutions, and strategies.
    Monitor and ensure ongoing client financial health, including revenue delivery, growth, and profitability.
    Conduct Quarterly Business Reviews (QBRs) with clients to assess performance, opportunities, and strategy alignment.
    Monitor account profitability and ensure that projects stay within the allocated budget.
    Provide accurate forecasts and regular updates to the executive team on client growth, financial performance, and retention efforts.
    Lead and mentor the client service team, including Account Managers, fostering a collaborative and high-performing environment.
    Provide coaching on best practices, professional development, and direction to the team to ensure the delivery of high-quality client service.
  2. Project Oversight & Execution:
    Accountable for the successful delivery of multiple concurrent projects.
    Day to day partner to the Program Director to ensure timelines, budgets and quality standards are met across all delivery teams.
    Manage all internal aspects of client engagement, including preparing client briefings, proposals, and detailed statements of work, overseeing QA validation, and delivering comprehensive reports on activities and communications.
    Collaborate with cross-functional teams, including product, design, development, and marketing, to ensure seamless project execution that meets client objectives.
  3. Process Improvement & Reporting:
    Continuously improve the client service process by identifying operational efficiencies and implementing best practices for client engagement.
    Deliver effective documentation, including Contact Reports, Status Reports, and Budget Reports, ensuring adherence to quality standards.
    Monitor established program KPIs to ensure performance meets agreed-upon client benchmarks.
    Remain knowledgeable about ongoing program activities and maintain thorough communication with clients to manage inquiries and deliverables.
Requirements
  1. Bachelor’s degree in business, marketing, or a related field; advanced degree preferred.
  2. 5+ years of experience in client service, account management with a significant portion in a digital agency environment.
  3. In-depth knowledge of web and digital development, media, and analytics.
  4. Proven ability to manage large-scale e-commerce or digital projects with multiple stakeholders.
  5. Strong leadership and team management experience, with a track record of successfully mentoring and growing teams.
  6. Excellent communication, negotiation, and presentation skills.
  7. Familiarity with digital technologies, e-commerce platforms, and agile project management methodologies.
  8. Strong problem-solving skills and the ability to thrive in a fast-paced, deadline-driven environment.
  9. Experience working with teams across North America, India and APAC regions, as well as cross functional teams.
  10. Proven creative and technical problem-solving skills, with a knack for negotiation and leadership in consensus-building situations.
  11. Consumer packaged goods, retail, finance and loyalty industry experience.

Working at Tru:
At Tru, we put people first We take pride in building a culture that stands out for its courage, entrepreneurial culture, diversity, and passion for people. We are proud to offer competitive salaries and a work environment that is challenging, fun, and rewarding. Our embraced values at Tru are:

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