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Director of Client Services

Posted: 11/9/2021
Location: Louisville, KY
Employment: Full Time


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