Director of Client Services

Are you an experienced client services leader ready to elevate the client experience while driving agency growth and efficiency? Indigo Marketing Agency seeks a Director of Client Services to oversee service delivery, foster client trust, and lead our talented team.

Location

Remote. Quarterly travel to meet with leadership will be required.

Hours and Job Type

1099 independent contractor position. Flexible schedule. 30+ hours per week

Key Responsibilities

1. Client Services Oversight
2. • Oversee delivery of all of our services and service team.
   • Ensure client satisfaction by overseeing the quality and timeliness of service delivery, including ad campaigns, funnels, marketing strategies, and creative outputs.
   • Ensure profitability of the services we provide.
   • Act as the primary point of contact for high-value clients, addressing escalations and maintaining strong relationships.
   • Develop and refine processes to improve client onboarding, project management, and ongoing communication.
   • Keep track of team workload, performance, and assignments.
3. Collaboration with CEO
4. • Work directly with the CEO to set client service goals aligned with agency revenue and profitability targets.
   • Strategize on improved and new services for our clients to stay a leader in the industry.
   • Create case studies based on successful clients to assist marketing and sales with new client acquisition.
   • Provide data-driven insights on client performance to inform strategic decisions.
   • Provide data-driven insights on team performance to inform strategic decisions.
   • Make strategic hiring decisions for the client services departments.
5. Team Development and Leadership
6. • Lead and manage the client services team, including account managers, strategists, and support staff.
   • Foster a culture of accountability, continuous learning, and high performance within the team.
   • Conduct performance reviews and set individual goals.
   • Elevate team members through mentorship and coaching.
   • Train new team members on our processes and services.
7. Operational Efficiency to Maximize Profit
8. • Develop and implement streamlined workflows for project management, resource allocation, and client communication.
   • Monitor resource utilization and profitability metrics to ensure projects meet financial targets.
   • Oversee hiring, onboarding, and training of team members in collaboration with HR and the CEO.
9. Industry Thought Leadership
10. • Stay informed on marketing industry trends, tools, and best practices to position the agency as a leader in marketing and client service excellence.
    • Stay informed on wealth management industry trends, tools, and best practices to position the agency as a leader in the wealth management industry.
    • Represent the agency at industry events, webinars, or conferences to build credibility and network with potential clients.
11. Client Retention and Growth
12. • Identify upselling and cross-selling opportunities within the existing client base.
    • Develop retention strategies and processes to increase client lifetime value and reduce churn.
    • Monitor key metrics like Net Promoter Score (NPS), client retention rates, and revenue growth from existing clients.
13. Crisis Management
14. • Proactively identify potential risks or issues with client projects and develop mitigation strategies.
    • Act as the key decision-maker during client-related crises to resolve issues efficiently and maintain trust.

Key Attributes

• 5-10 years of experience in marketing agencies, client services, or account management roles.
• Strong leadership and interpersonal skills to inspire teams and build client trust.
• Ability to mentor and train team members, fostering skill development and knowledge-sharing across the team.
• Proven leadership ability with direct experience managing teams and driving revenue growth.
• Proven track record in client services or account management, specifically in a marketing or advertising agency.
• Experience in wealth management and/or financial services is highly preferred.
• Financial acumen to understand service profitability and make informed resource allocation decisions.
• Analytical mindset with the ability to interpret data and metrics to inform decision-making.
• Excellent communication skills for client-facing interactions and team management.
• Strong understanding of performance marketing, sales funnels, and client lifecycle management.

Technical Expertise and Skills

The ideal candidate will bring hands-on experience and a strong understanding of the following areas:

• Advertising: Facebook Ads, Google Ads, LinkedIn Ads – including campaign setup, optimization, and analytics.
• Marketing Funnels: Proven experience designing, building, and optimizing sales and marketing funnels.
• Content and Copywriting: Expertise in crafting compelling sales copy, content marketing strategies, and messaging tailored to target audiences.
• Email Marketing: Proficiency with email marketing platforms, automation, and list segmentation.
• Social Media Marketing: Strategic knowledge of organic and paid social media campaigns across platforms.
• Analytics: Ability to interpret data from tools like Google Analytics, Facebook Ads Manager, and other reporting dashboards to drive decisions.
• Websites: Familiarity with website functionality, design best practices, and user experience as it pertains to marketing efforts.
• Webinars: Experience planning, promoting, and executing webinars as part of a lead generation and marketing strategy.
• Strategic Thinking: Experience crafting and implementing marketing strategies to meet client objectives.
• CRMs and Project Management Tools: Proficiency with tools like HubSpot, ClickUp, or similar platforms to manage workflows and communication.
• Industry Knowledge: Experience or familiarity with marketing for financial advisors or the wealth management industry is highly preferred.

Compensation Package

1. Base Pay: Starting pay range is $40 - $55/hr, with room for quick advancement based on performance
2. Performance Bonuses and Profit Sharing Plan: Eligible for performance bonuses and participation in the profit-sharing plan after an agreed upon initial vetting period. Bonuses are tied to client satisfaction, team performance, and/or financial growth metrics.

Why Indigo?

We are a fast-growing marketing agency focused on the wealth management industry, committed to delivering exceptional results for our clients. Join us to help shape the future of our services while leading a team that thrives on accountability, innovation, and collaboration.