SUMMARY

Reporting to the General Manager of Corporate Marketing Solutions, the Director will develop and implement client servicing strategies to successfully implement CMS products and programs on behalf of our client partners as well as identify and develop new business opportunities with existing Clients to create incremental sales growth. This person will be responsible for planning and directing the activities of the CMS Account Management team ensuring service, sales and revenue goals are met.

ESSENTIAL RESPONSIBILITIES

1.       Ensure CMS strategies are properly executed to achieve service, retention and revenue growth goals.

2.       Responsible for the development of an effective CMS Account Management staff.

·         Hire, train, supervise, motivate and evaluate the day-to-day activities of the staff in the execution of their duties.

·         Develop and hold staff accountable for achieving assigned KRAs.

·         Estimate personnel needs and assign work to meet completion dates in accordance with schedules established.  Manage required resources to maximize division profitability.

·         Conduct individual career planning for staff and provide ongoing skill building programs to provide growth opportunities and enhance the performance of team members.

3.       Oversees all aspects of program development, execution and growth of client programs as it relates to performance of Account Managers and internal operations departments.

• Develop clear lines of responsibility and workflow processes between Account Managers and all other internal and external stakeholders, (Sales, legal, IT, Publishing, Accounting/Finance) to ensure profitability and effective client management from project inception through completion date.

• Ensure each programs feasibility is properly assessed and sufficient resources are available (in all related departments) to meet project demands.  Develop contingency plans to accommodate changes in workflow, processes, workload, staffing, etc. and ensure all team members understand and are aware of contingencies and when/how to implement.

• Provide feedback on all contract negotiations to Business Manager, ensuring both client and company expectations are clearly established and communicated.  Secure appropriate approvals for all unique project requests.
• Handle and resolve day-to-day questions, challenges, problems and conflicts with customers, sales, and operations staff. Escalate to GM when appropriate and necessary.
• Prepare and conduct post launch evaluations, surveys and/or reporting as required by clients and CMS marketing.
• Provide Invoicing, cost analysis and monthly forecasting of non-booked revenue.

4.       Represent CMS, relative to Account Management, and provide input and direction to the Business Process Reengineering process. 

5.       Establish and implement an ongoing client communication strategy and associated procedures to ensure long-term, mutually beneficial relationships with Clients including, but not limited to:

• Periodic internal and external client reviews and develop/adjust plans as appropriate
• Securing program objective metrics; create program Spotlights for each client program.
• Knowledge of market trends affecting CMS clients and possible affects on CMS revenue.

6.       Relationship Management of key house accounts.  Complete P&L responsibility of all House accounts.

7.       Conduct audits and quality assurance checks to ensure compliance with policies and procedures, and solicit best business practices to implement across Account Management.  Continue to simplify, streamline and recommend improvements to improve the overall efficiency. 

8.       Foster, promote and contribute to a positive team environment throughout the division and company.

9.       Ensure all company policies and guidelines as set forth in the Corporate Human Resources Policy manual are followed.

QUALIFICATIONS

·         Bachelor's degree required, MBA preferred.

·         Demonstrated success managing teams and projects in the areas of account management, marketing or advertising.  Ability to self-motivate, guide teams, work in teams and be flexible within a fast-paced and changing environment

·         Minimum 8 years of progressive experience in client relationship management, successful business-to-business marketing or sales. 

·         Strong record of innovation; developing and maintaining client relationships

·         Strong analytical and problem-solving skills; highly organized.

·         Excellent verbal, interpersonal and written communication skills with the ability to make presentations.

·         Some technical knowledge of the internet, internet-based and print programs.

·         Knowledge of MS Word, MS Excel, MS PowerPoint, email systems & Internet search engines. 

·         25% overnight travel may be required, which may include weekends.