Associate Director, Client Experience - (Agency Partnerships)

The Associate Director will play a crucial role in bridging strategic leadership and operational management for their client. This position involves developing and nurturing relationships with key decision-makers to support business growth and providing strategically focused solutions. The Associate Director is responsible for managing cross-functional teams dedicated to growing and servicing a roster of key client partners, ensuring successful client and campaign management. Additionally, the Associate Director will contribute to the day-to-day operations, overseeing the management of media campaigns to meet or exceed client/brand goals.

In this role, the Associate Director will develop and maintain mid to senior-level relationships with clients and partners/brands, offering value-add ideas and strategically sound recommendations. They will consult with clients on Retail Media strategy, maintaining a strong understanding of their business, including their products, services, strategy, vision, needs and challenges.

What You Will Do: 

Client Management

• Effectively communicate with clients and brands, ensuring they are well-informed and confident in the team, campaigns, recommendation, reporting and overall processes.
• Proactively anticipate and resolve client needs and concerns, demonstrating strong problem-solving skills and a commitment to client satisfaction.
• Take ownership of daily client deliverables, ensuring accuracy and addressing needs before they are expressed internally or externally.
• Contribute thoughtfully to conversations about growing the client’s business through media upsell opportunities, consultation and uncovering process efficiencies.
• Demonstrate the ability to think strategically and align objectives with recommendations.
• Serve as the primary day-to-day contact, with support from the Director or Senior Director.

Thought Leadership

• Possess a deep understanding and experience relative to your accounts (retail) to provide thought-leadership and application to Goodway Group strategy.
• Possess strong holistic marketing and advertising knowledge and continue to advance knowledge within customer-first, omni channel strategies, people-based targeting, and other advanced Martech applications.
• Be an active voice in effectively managing resources and other investments against current and future revenue.

Financial & Business Acumen

• Ensure accountability and accuracy within internal systems, billing and client deliverables, impacting effectiveness and overall profitability.
• Monitor team workload accordingly by understanding current client utilization.

Cross-Functional Collaboration

• Possess a proficient understanding of media strategy, planning, and analytics to produce high-quality client deliverables.
• Keep the full team abreast of client challenges, initiatives, and priorities and effectively communicate client requests to internal stakeholders.
• Build excellent rapport with internal stakeholders to execute high-quality client deliverables.
• Understand the departments and roles within the organization, the platforms they operate in and the responsibilities of other teams.
• Understand how additional resources and companies within Goodway can align with client needs. Proactively identify areas of need for internal team growth and support.

Client Development

• Act as a trusted advisor that maintains an expert-level understanding of the client goals, that you can influence through trusted advice, business growth insights and strategic recommendations.
• Oversee and influence digital media strategy delivering digital recommendations across multiple channels.
• Maintain a working knowledge of the client's business, including products, services, strategy, and competitive set, to anticipate marketing opportunities.
• Ensure exceptional attention to detail, responsiveness and quality assurance on client deliverables.

Representation

• Motivate and inspire internal team members by displaying leader-like attributes.
• Actively participate in internal and external calls, take initiative on new opportunities, maintain a business-first presence with the client, respect deadlines and communicate effectively internally and externally.

What You Bring:

• You have a minimum of 7 years of working in paid digital media, either within account management or media, inclusive of Paid Search, Paid Social, and Programmatic (display, native, etc.) and have a working knowledge of the overall marketing landscape.
• Proven track record of managing client relationships and delivering successful digital media campaigns.
• You have strong analytical and problem-solving abilities (creative analytics) with the ability to stay on top of client and industry trends to understand market demand and competitive trends.
• You have a strong understanding of measurement metrics within digital media such as ROAS, iROAS, attribution, media mix, etc.
• Ability to work within multiple technical systems and platforms necessary for managing client campaigns, dashboard reporting, ad tags, and sales funnel. Tableau, Trade Desk,Salesforce and Meta experience preferred.
• Strong leadership and team management skills
• Self-starter with a team-player mentality
• Bachelor’s degree or equivalent training in a technical discipline. Advanced degree, professional certification, or equivalent training preferred.