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Associate Director, Client Operations
Cincinnati, OH
Updated 2021-03-02

The Associate Director, Client Operations is a hybrid role inclusive of Account Service and Project Management. As an Associate Director, Client Operations, you are responsible for elevating client deliverables while driving internal efficiencies to deliver best-in-class work. The ideal candidate will have both Traditional and Digital media experience and will work cross functionally to support and deliver against media objectives. This individual has proven, proactive problem-solving skills and supports multiple clients while guiding and directing internal teams. The Associate Director, Client Operations is directly responsible for maintaining day-to-day client relationships, scoping and estimating work, managing retainer and media budgets as well as ensuring flawless execution of work. Candidates must be willing to embrace change, have an innate comfort with organizing and analyzing data and be an avid learner with the ability to quickly learn new concepts, tools and technologies.


KEY RESPONSIBILITIES:

  • Deliver excellent client service in a fast-paced environment
  • Build strong partnerships and credibility with client and agency partners
  • Attend client meetings and have strong presentation skills to showcase client performance
  • Develop a deep understanding of clients’ business and markets
  • Create estimates, statements of work and project timelines 
  • Ensure agency consistently provides service and delivery of offerings that align to the scopes of work
  • Accurately track and manage revenue projections and media budgets to ensure profitability
  • Manage monthly invoicing to ensure error-free delivery
  • Develop and manage resourcing and staffing within assigned accounts
  • Drive alignment across internal teams to establish ways of working, process/key tasks, identify Roles & Responsibilities and enforce best practices
  • Coordinate deliverables for media projects 
  • Manage traditional and digital media internal workflow
  • Ensure internal teams are on track to meet internal and external deliverables; anticipate implications of potential delays in project timelines 
  • Identify and solve for barriers within cross-functional teams
  • Capture action items and next steps during meetings and clearly communicate project status, timelines, deliverables, goals and expectations on an ongoing basis
  • Assist with performing risk analysis for projects and develop mitigation plans; identify needs and risks that stakeholders may not recognize
  • Manage vendor and contractor relationships to execute work related to client projects

QUALIFICATIONS, SKILLS & EXPERIENCE:

  • Minimum of 7 years of experience in an agency account service and/or project management role
  • Bachelor's degree or equivalent combination of education and years of experience preferred
  • Adept at being client-facing
  • Traditional and Digital Media experience preferred
  • Understanding of marketing plans including financial objectives, strategies, distribution and success measures
  • Proven experience with customer service and common project management processes
  • Experience tracking and reporting project and client budget performance 
  • Proficient in Excel, PowerPoint and Project Management software
  • Strong verbal and written communication skills and effective presentation skills
  • Strong attention to detail with focus on project and task completion 
  • Ability to function independently, requiring minimal oversight
  • Motivated by new challenges and problems to solve on a daily basis
  • Proven success in a fast-paced environment managing multiple clients with a hands-on approach
  • Ability to negotiate with others to reach agreements/solutions that meet internal and external (client) needs



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