Sample Job Description: Director of Client Services

Sample Job Description: Director of Client Services:  The Director of Client Services will be responsible for growing client programs to support the company goal of increasing The Company’s revenue. Specifically, the Director of Client Services will work with various clients to drive adoption and overall success of their online and/or in-store loyalty shopping program. S/he will be responsible for strategy and day-to-day management and support of these clients’ programs, including leading and supporting marketing efforts and monitoring, tracking and enhancing program performance.

Key Responsibilities:

Responsible for day-to-day client management and oversight of key client programs
Work with the Vice President of Loyalty Programs in the planning, development and execution of client initiatives

Identify and execute on marketing strategies, new program functionality, client expansion opportunities, and other strategies and tactics to ensure that the company meets internal and client revenue and profit goals for the program.

Identify key business metrics to track on a monthly/quarterly/annual basis to ensure that marketing campaigns are driving desired results. Ensurerepeatable processes and determine process/channel/audience/frequency for sharing results.

Manage client strategy – understanding the various players, politics, business drivers etc. and communicate to Vice President of Loyalty Programs both opportunities for growth/expansion and areas of potential risk, issues and issue resolution. Ensure the executive management team feels confident that the client services team is on top of any opportunities or risks.

Serve as the intermediary between the client and various internal departments such as sales, technology, and project management
Build strong client relationships and address client needs quickly to ensure positive overall perception of The Company’s
Required Skills and Experience:

Candidate will have 5+ years experience in account management and marketing, preferably with direct experience with airlines, hospitality, affinity, or loyalty programs.

Account Management: Solid experience managing and progressing client relationships and large-scale client programs, preferably overseeing multi-faceted programs that encompass business development, marketing and technical components
Communication: Exemplary written and oral communication skills with experience developing client presentations. Utilize persuasive communication skills to ensure internal and client approvals of program tactics

Analytics:

Experience with qualitative and quantitative analysis of program results including creating recommendations for strategic and/or tactical changes. Prior experience including responsibility for financial services analytics/reporting ideal
Industry Expertise:

Experience with loyalty programs, including airline frequent flier, hotel frequent guest, retail loyalty, affinity and reward programs. Understanding of the financial and engagement goals inherent in these programs and the strategies and tactics to drive mileage sales and/or point accumulation