Director of Client Services

3 weeks ago

Ottawa, Canada Pointer Creative Inc. Full time

**Director of Client Services**

Driven by a sole purpose, our team consistently crafts captivating e-commerce experiences for our clients. We are creative thinkers with a sharp eye for detail, and our developers excel in innovative solutions. Fueled by curiosity and plenty of coffee, we are committed to our craft with unparalleled dedication.

**Summary**

The Director of Client Services at Pointer plays a crucial leadership role, responsible for nurturing and expanding relationships across various industries. Reporting directly to the President, this position involves overseeing and mentoring the Client Services team, including Account Managers, Account Strategists, and Project Managers.

The role involves ensuring the prompt and thorough delivery of our completed projects, aligning clients' expectations with deliverables from the design and development teams. Maintaining a deep understanding of the progress and challenges of multiple projects, including retainer-based work, is essential.

As a key stakeholder in the company's leadership, the Director of Client Services actively seeks efficiencies in our operations to enhance overall company profitability and drive project success.

**Responsibilities**

**Client Account Responsibilities**
- Motivate, mentor, and empower the Accounts team for autonomy in client relationships.
- Assist in prioritizing projects and clients.
- Lead communication with clients to ensure regular collaboration among Pointer teams.
- Collaborate with business development and project management to establish project budgets and timelines
- Remain consistently available as a solutions-oriented problem solver.
- Oversee the client experience from first engagement to retainer relationships.
- Resolve client escalations.
- Collaborate with the Client Solutions team to build initial communications strategy for new clients and manage introduction to the larger team at kickoff.
- Manage internal client assignments and resourcing, ensuring each accounts team member maintains a high level of attention to their client roster
- Develop, distribute, and compile client satisfaction survey results periodically.
- Facilitate monthly team meetings, 1:1’s, and professional development opportunities.

**Project Management Responsibilities**
- Support the Senior Project Manager in facilitating the PM function across all teams.
- Learn, understand, and add efficiencies to the PM process.
- Own the overall responsibility for successfully concluding projects on time and within budget.
- Develop, monitor and report on PM-specific KPIs.
- Provide guidance and oversee professional development of the PM team.

**Leadership Team Responsibilities**
- Join the Pointer Leadership team with Directors of Ops, Client Solutions, Experience, Technology, and the President.
- Oversee client relationships in line with company values of Communication, Accountability, Creativity, and Confidence.
- Communicate HR and project-related risks and opportunities within the Client Services team.
- Actively participate in weekly leadership team meetings for process refinement.
- Contribute to and practice thought leadership around agency best practices.
- Ensure financial and time utilization goals set by the leadership team are met.
- Maintain flexible working hours for urgent client matters.
- Administer performance reviews and 1:1’s to measure KPIs and set short and long-term objectives for team development.
- Lead a weekly kickoff meeting with the entire company (responsibility rotates through the leadership team).

**Essential Knowledge, Skills and Experience**
- 5+ years experience in a senior or leadership role at a digital agency, focusing on client services and project management.
- Possess exceptional written and oral communication skills
- Demonstrate fantastic organizational skills, with the ability to switch focus swiftly between projects.
- Have a genuine passion for creative interpersonal problem-solving and relationship building.
- Strong understanding of web design and development service procurement
- Ability to work under pressure and take ownership of the entire client relationship.
- Experience managing and growing an autonomous client services team, including building individual performance and career growth plans
- A keenness and enthusiasm for ongoing process dissection and refinement
- Pursue continuous Professional Development focused on Account and Project Management
- Shopify knowledge is an asset.

**Why Work Here?**

Join our award-winning, dynamic, and expanding agency founded on robust values, emphasizing collaboration, creativity, and the customer experience. We are dedicated to fostering an inclusive team and are actively seeking individuals from non-binary, BIPOC, and LGBTQ+ communities. Regardless of your identity or background, if you align with our values, we encourage you to reach out

Our objective is to facilitate a flexible work-life balance, offering fully remote and hybrid options

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