What are the responsibilities and job description for the Director, Client Services position at CourtAvenue?
As Gigantic Playground continues to expand its portfolio of long-term client partnerships, we are seeking a Director, Business Innovations to lead overall client strategy and innovation, drive organic growth, and strengthen relationships across our most important accounts. This role is central to how we partner with clients, grow their businesses, and position Gigantic Playground as a trusted, long-term innovation partner.
The Director, Business Innovations acts as our client’s partner, understanding their business needs and championing them within Gigantic Playground. The Director, Business Innovations is highly accountable and serves as the senior client lead for a major retail account, strategically guiding the business and providing innovative and valuable input to help solve the most complex challenges. They are ambitious, driven to ignite growth, exceptional at navigating ambiguity, and experts in communication. This role is deeply connected to their clients and teams, building meaningful and constructive relationships across both organizations that produce results. The Director, Business Innovation is an extremely external-facing role; representing as the voice of the customer internally and helping the client navigate their own internal complexities.
*This position requires Retail and Experiential Agency experience*
Key ResponsibilitiesOwn and lead overall client strategy across assigned key accounts, with a focus on innovation, long-term value creation, and sustained growth
Serve as senior client partner for major accounts, acting as a trusted advisor across experience design, omni-channel retail, creative technology, and experience transformation initiatives
Establish and maintain long-term, trusted relationships with senior client stakeholders across retail, entertainment, and global consumer electronics brands
Own the commercial health of the account (budget, margin, and forecasting), partnering with leadership and operations on budget reviews, invoicing, and profitability
Drive organic growth by identifying new opportunities within existing accounts and partnering with internal teams to bring those opportunities to market
Lead and mentor cross-functional teams to ensure exceptional client service, delivery quality, and team engagement
Collaborate closely with Operations, Delivery, and Creative leadership to ensure work is strategically sound, well-scoped, and successfully executed
Guide development of strategic work proposals, renewals, and expansions in partnership with operations and delivery teams
Own the client communication cadence (recurring syncs, status reporting, and approval and dependency tracking)
Act as a senior escalation point for client concerns, ensuring any issues are resolved proactively and constructively
Champion a positive, high-energy culture that supports collaboration, accountability, and long-term partnership mindset
Ensure overall client satisfaction and health of the business, with a focus on achieving high Net Promoter Scores (NPS)
Strong strategic thinking with the ability to translate client goals into actionable, growth-oriented plans
Deep experience leading and growing key accounts within a creative technology, digital, or experiential agency environment
Proven track record of driving organic account growth and long-term client relationships
Excellent communication and presentation skills, with confidence engaging senior client stakeholders
High-energy, positive leadership style that inspires trust, collaboration, and momentum
Strong understanding of the retail industry alongside creative technology, tech led experiences, and innovation-led brand strategy
Ability to balance big-picture client vision with hands-on involvement where needed
Natural relationship builder with strong emotional intelligence and team leadership skills
10 years of marketing, advertising, technology or client services experience, with hands-on experience running accounts, working with senior stakeholders, and successfully organizing, managing, and delivering a diverse range of innovative projects
Significant experience leading key accounts across retail, technology and global consumer brands
Demonstrated success growing existing client relationships through strategic expansion and innovation
Experience working closely with multidisciplinary teams including strategy, creative, technology, and operations
Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent professional experience)
Experience operating in a fast-paced, client-services environment with senior-level accountability
Candidates must be located in the Seattle, WA or Los Angeles, CA area.
Role will be hybrid — on-site at the Client location in Seattle as needed with remote flexibility otherwise.
Benefits (medical, dental, and vision) available the first of the month after the date of hire.
Gigantic Playground is an Equal Opportunity Employer. Gigantic Playground recruits qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, status as a protected veteran, or genetic information.
Gigantic Playground participates in the E-Verify program. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (I-9) upon hire.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.