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Director, Digital Marketing

4 weeks ago

Vancouver, Canada WillowTree Full time

**Director, Digital Marketing & Loyalty**:
**Who We Are**:
WillowTree is a leading digital consultancy that partners with the world's most admired brands to orchestrate winning experiences across the customer journey. Experiences that are personalized, on-brand, and consistent across channels and platforms. Experiences that can both drive customer delight and reduce operating costs.

Our services include digital strategy consulting, product development, brand and experience design, digital marketing, and data and AI services. WillowTree's client roster spans industries and growth stages, including T-Mobile, Marriott, Allianz, Dexcom, PepsiCo, Brightline Trains, Synchrony Financial, Domino's, and Dairy Queen. Check out how we have impacted our clients' digital portfolios over the years.

**Location & Flexibility**:
This role can be **Work From Anywhere (Remote)** with frequent client travel (25%-40%) OR **Work From Near (Hybrid)** based out of our Vancouver, BC office with frequent travel (10%-25%). **Regardless of the working model, travel is required**.

**The Opportunity**:
**This role will individually**manage a portfolio of clients **(generally ~$10-15MM in revenue)**within the Marketing Services branch. This role requires a strategic focus on delivering results for clients while managing internal teams and contributing to the company's growth. You will oversee the growth of teams, clients, craft, and overall vision for digital marketing and loyalty services. This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching squad/triforce leaders and proactively developing relationships with executive client leaders to offer their expertise and partnership. This position reports to the executive leader(s) of the Marketing Services branch.

**Responsibilities**:
**Client Relationship Management**
- Client Success: Manage client relationships to ensure high satisfaction and retention. Focus on effective communication and measurable outcomes.
- Account Growth: Collaborate with account managers to identify opportunities for service expansion. Upsell or cross-sell digital marketing and loyalty program consulting solutions to existing clients.
- Customized Solutions: Conduct high-level discussions to understand clients' unique needs and challenges. Develop and deliver tailored solutions that provide value.

**Team Leadership and Development**
- Oversee talent management: Recruit, mentor, and retain top talent in the digital marketing space.
- Promote cross-functional collaboration: Build bridges between marketing, development, design, and analytics teams to foster cohesion and optimize performance.
- Spearhead professional development: Design and implement training programs and career pathways that upskill team members and drive innovation, with a focus on leadership growth, development, and accountability in the digital marketing team.

**Product and Service Development**
- Lifecycle marketing: Spearhead the design and implementation of impactful digital lifecycle marketing strategies that drive customer acquisition, retention, and re-engagement. Oversee holistic loyalty programs and multi-channel strategies.
- Campaign expertise: Supervise campaign development to ensure technical proficiency, visual appeal, and alignment with user experience principles.
- Excellence in craft: Guide all aspects of world-class campaign execution, including creation, targeting, testing, and optimization. Ensure alignment with client goals and achievement of desired outcomes.

**Operational Oversight**
- Project Management: Implement effective project management practices to deliver projects on time, within scope, and on budget.
- Performance Metrics: Monitor and establish KPIs for the division, including conversion rates, project profitability, customer acquisition cost (CAC), and lifetime value (LTV).
- Quality Assurance: Ensure that quality standards are met in both the creative and technical aspects of lifecycle marketing and digital channel development deliverables.

**Business Development and Sales Support**
- Sales Enablement: Work with the sales team to pitch digital lifecycle marketing and loyalty services to prospective clients, providing expertise and insight into the division's capabilities (especially Braze and Salesforce).
- Proposal Development: Guide the creation of proposals, ensuring they highlight the division's strengths and align with the client's needs and objectives.
- Revenue Growth: Set and achieve revenue targets for the digital marketing division, seeking new business opportunities and identifying areas for profitable growth.

**Data and Analytics**
- Data-Driven Decision Making: Establish processes to collect, analyze, and act on data related to customer behavior, campaign performance, and engagement as part of how we train and raise teams to deliver value to clients, including customer acquisition cost (CAC), lifetime value (LTV), c