Director of Client Services

Director of Client Services

LEAP Agency



LEAP Agency is seeking an experienced Director of Client Services!




LEAP Agency is looking for a talented and committed Director of Client Experience to join their team. This role is critical to our business and agency, managing team(s) and client relationships, contributing to the strategic direction and longer-term vision of the agency.

As the Director of Client Experience at LEAP Agency, you will support and develop the strategic direction of multiple clients and brands, independently manage the cross-functional organizational team through project implementation and be responsible for business development and revenue growth for existing clients.

You will be responsible for independently leading all aspects of account teams from client-agency relationships to flawless execution of projects, to profitability.

Reporting directly to the Executive Vice President of Client Experience.


Makes client/business decisions in-line with broader LEAP Group business goals with a focus on agency growth
Organically grows current business, by developing and executing account growth plans
Provides guidance on and executes against client brand strategy
Cultivates and maintains a unique wide network of valuable relationships (clients, thought leaders, et al) that can significantly help strengthen the agency's network
Networks and collaborates across agencies both internal and external to LEAP Group
Proven ability to drive the progress of the agency successfully and significantly contributes to overall company marketing and promotion
Leads innovation by evolving offerings and identifying new opportunities based on industry landscape
Conducts themselves as an ambassador of company culture code


Builds solid relationships with clients to ensure transparent feedback and successful partnerships
Ensures and owns client satisfaction and actively works on solutions and improvements to better business
Ensures appropriate resource allocation for team
Oversees all aspects of team execution to ensure quality and efficiencies
Seen as strategic partner by client


Owns and ensures peer collaboration across teams and agencies, setting positive cultural tones, and proactively and effectively works with senior leadership to maintain positive atmosphere
Models' exemplary leadership communications; is inclusive and open
Successfully develops talent into positions of increasing responsibility at the individual, team, and department levels
Participates in succession planning for department/agency
Work with each direct report to further career development plans
Proactively partners across departments to resolve talent-related issues and challenges
Acts as a role model for agency talent interactions; in partnership with HR identifies, recruits, mentors, shapes, and retains talent
In partnership with HR, owns full career path guidance, recruiting, staffing, capacity planning, and retention strategies, including career development


Develops forecasts for all client businesses, is responsible for meeting revenue targets
Proactively owns forecast, revenue, overages, profitability, and growth of accounts
Contributes to agency-wide forecast management, troubleshooting, and upside opportunity development
Actively recommends plans or processes to positively impact bottom- and top-line revenue management for agency


Bachelor's degree in related field
Proven track record for developing and executing innovative programs and initiatives
Experience in digital media
Proven track record in leading new business pitches/presentations, growing existing business and building new relationships
Minimum 5 years of client services agency experience or equivalent
Minimum 3 years' experience in managing multiple client teams
Appreciation for and willingness to travel


Excellent interpersonal and communication skills (verbal & written)
Strong presentation skills and ability to influence others
Excellent staff development and mentorship skills
Ability to provide and receive constructive feedback
Must possess team building capabilities across departments
Self-motivated and able to motivate and inspire others
Strong strategic, analytical, and judgement capabilities
Detail oriented and able to effectively multi-task
Proficiency in PPT, WORD and Excel programs


A competitive compensation package
Paid annual vacation, holiday, and sick time off
Comprehensive health plans including medical, dental and vision
Competitive 401(k) investment options and company matching program
Employee stock purchase plan
Life insurance
Commuter benefits
Employee referral awards
Employee Assistance Program

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