CX Group Account Director

2 days ago

Toronto, Ontario, Canada VML South Africa Full time

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

We are seeking a dynamic and experienced Group Account Director (GAD) with a passion for customer experience (CX) to lead and grow a portfolio of key client accounts. As a GAD, you will be the strategic leader responsible for driving client success through the development and execution of innovative CX strategies. You will build strong, trusted relationships with senior-level clients, understand their business objectives, and translate them into actionable CX roadmaps. You will also lead and mentor a team of account managers, fostering a collaborative and high-performing environment.

Responsibilities:

Client Leadership & Relationship Management:

  • Serve as the primary point of contact and trusted advisor for senior-level clients, building and maintaining strong, long-term relationships.
  • Develop a deep understanding of clients' business goals, target audiences, and competitive landscape.
  • Proactively identify opportunities to expand client relationships and grow revenue through strategic CX initiatives.
  • Lead client presentations, workshops, and strategic planning sessions.
  • Manage client expectations and ensure projects are delivered on time, within budget, and to the highest quality standards.
  • Develop and champion innovative CX strategies that align with client business objectives and drive measurable results.
  • Oversee the development and execution of CX initiatives, including customer journey mapping, user research, persona development, service design, and experience optimization.
  • Collaborate with cross-functional teams (e.g., creative, technology, analytics) to ensure seamless execution of CX strategies.
  • Stay abreast of the latest CX trends, technologies, and best practices, and share knowledge with the team and clients.
  • Analyze data and insights to measure the effectiveness of CX initiatives and identify areas for improvement.
  • Utilize CRM data to personalize customer experiences and improve engagement.
  • Lead, mentor, and develop a team of account managers, providing guidance, support, and opportunities for growth.
  • Foster a collaborative and high-performing team environment.
  • Conduct regular performance reviews and provide constructive feedback.
  • Ensure the team has the resources and training necessary to succeed.
  • Delegate tasks effectively and empower team members to take ownership.

Business Development & Growth:

  • Identify and pursue new business opportunities within existing client accounts.
  • Contribute to the development of proposals and presentations for new business pitches.
  • Network and build relationships with industry professionals to expand the company's reach.
  • Contribute to the overall growth and profitability of the agency.
  • Manage client budgets and ensure projects are delivered within budget.
  • Develop accurate forecasts and track project profitability.
  • Identify opportunities to improve efficiency and reduce costs.
Qualifications:
  • Minimum of 8 – 10 years of experience in account management, with a strong focus on customer experience.
  • Bachelor's degree in marketing, business administration, or a related field.
  • Proven track record of developing and executing successful CX strategies that drive business results.
  • Deep understanding of CX principles, methodologies, and technologies.
  • Demonstrated experience using CRM systems (e.g., Salesforce, HubSpot, Dynamics 365) to manage customer relationships, track interactions, and analyze data.
  • Experience with marketing automation platforms and their integration with CRM systems.
  • Excellent communication, presentation, and interpersonal skills.
  • Strong leadership and team management skills.
  • Ability to build and maintain strong relationships with senior-level clients.
  • Strong analytical and problem-solving skills.
  • Experience managing budgets and forecasting revenue.
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Bonus Points:

  • Certifications in CX-related fields (e.g., CCXP).
  • Experience in CRM implementation or customization.
  • Proficiency in data analysis and reporting using CRM data.

At VML, we are committed to fostering an all-inclusive work environment that is both rewarding and career-forward. Our Inclusion, Equity & Belonging initiatives, alongside the VML Foundation, reflect our dedication to giving back and making a positive impact in our communities and beyond.

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