Director of Client Services

The Director of Client Services oversees all aspects of client service delivery at Agency LMC. They lead our account team members, develop strategic client relationships, and ensure business development targets are met through effective service and delivery.

This is an executive-level role that bridges account management and agency leadership. The individual in this role will be responsible for team performance, client retention, revenue growth, process development, and ensuring high service standards. 

Key Responsibilities and Time Allocation:  

The Client Service Director serves as the leader of the Client Service Department and is responsible for ensuring excellence in client experience and account performance across the agency.

This department is comprised of strategists and account leaders who serve as the primary bridge between clients and the agency. The Client Service Director ensures seamless communication, strong strategic alignment, and effective coordination to deliver high-quality, strategic marketing and communications initiatives on time and within scope.

This role will help analyze, strengthen, and evolve internal systems to improve efficiency and scalability, and ensure that the ongoing client strategy remains proactive rather than reactive. 

Ultimately, this role safeguards both the agency’s client service team and our client relationships — identifying opportunities for growth, processes, and correction, and ensuring that strategy is sound, execution is coordinated, and the client experience reflects the highest standard of Agency LMC.

Senior Account Management Responsibilities - 60%:

• Manage and oversee senior-level accounts, ensuring high-quality service and measurable results.
• Participate in and contribute to agency strategy sessions and long-term planning.
• Manage and collaborate with paid media and digital advertising strategy consultants to ensure alignment with client goals and internal account team needs.
• Develop and execute integrated media strategies across direct mail, print, broadcast, non-traditional media, and interactive/online marketing initiatives — including affiliate programs, direct email campaigns, and innovative buying practices that extend beyond traditional media placements.
• Maintain awareness of new media opportunities, emerging platforms, and relevant industry and market trends.
• Develop annual marketing plans with measurable outcomes, aligned to client budgets and built to encourage growth.
• Conduct regular client/campaign performance reviews, analyzing key metrics, and making data-driven recommendations to optimize future campaigns.
• Meet regularly with Social Media Strategists to align client social goals with broader strategic marketing plans.
• Ensure smooth internal communication between departments to align priorities, resolve challenges, and drive efficiency in campaign execution.
• Partner with the Creative Director to identify and execute creative tools that fulfill client needs (websites, branding, video, collateral, and more).
• Establish and maintain client brand standards across all touchpoints with input from the Creative Director.
• Direct writing efforts to meet — and expand — client communication needs.
• Manage clients' online reputations and recommend strategies aligned with evolving SEO, AEO, and GEO requirements and standards.
• Participate in strategic planning sessions with new and current clients and develop the resulting plans.
• Support business development efforts by identifying and executing upsell opportunities within existing accounts and contributing to new client acquisition.
• Participate in weekly internal traffic and account manager meetings to align on goals, progress, and accountability.

Director Responsibilities - 40%: 

• Assist with training and onboarding new client service staff.
• Develop and deliver internal training sessions, including Coffee & Learn programs and department trainings.
• Oversee department scheduling, including time off, vacations, and personal leave.
• Meet monthly with members of the Executive Leadership Team to align departmental goals, performance, and agency priorities.
• Build and lead a client services team capable of achieving company revenue and business goals.
• Maintain appropriate client-to-account service ratios and balanced workloads across the department.
• Conduct regular one-on-one meetings with Account Managers to provide guidance, support, and performance feedback.
• Develop, implement, and refine standardized client service and project management processes.
• Establish clear information flow and collaboration between Client Services and other agency departments.
• Evaluate and recommend proprietary and third-party tools to support planning, execution, and reporting.
• Refine and oversee the agency’s client reporting efforts to ensure clarity, consistency, and strategic value.
• Partner with the Finance Director to build and manage client P&Ls and oversee account profitability.
• Provide ongoing client retention leadership by delivering proactive recommendations for growth and optimization.

Experience & Skills: 

• Bachelor’s degree in marketing, communications, or a related field
• 10 years of experience in client services, with at least 5 years in a Senior Account Executive or similar role. Agency background will be prioritized.
• Exceptional leadership and team management abilities; Ability to collaborate cross-departmentally to translate strategy into deliverables. 
• Experience with process improvement and service development.
• Proven experience leading senior-level client relationships and negotiations, including presenting and executing complex strategies with clarity and authority, facilitating high-level discussions, and producing polished written and verbal communications for executive audiences.