Agency Director -Client Services

PriceSmart, Inc.; Bogotá ciudad; On-site; COP 180,000,000 - 300,000,000; Full time

Job summary

PriceSmart, Inc. seeks an experienced Agency Director – Client Services to lead client service operations in a dynamic creative environment.

The role guides the client services function, strengthens strategic relationships, and ensures successful delivery across multiple accounts and projects with cross-functional collaboration. The candidate must have recent agency experience, strong leadership and executive stakeholder management skills, and a track record of growing account value and

Qualifications

• Must have significant experience in advertising, creative or marketing agencies.
• Proven ability to lead Client Services or multidisciplinary agency teams.
• Strong executive stakeholder management and client growth experience.

Responsibilities

• Lead and direct the Client Services function across key accounts.
• Act as senior escalation point for complex client situations.
• Set priorities and ensure high-quality delivery across teams.
• Build trusted relationships with senior client stakeholders and understand their objectives.
• Translate client needs into clear briefs, plans and action items.
• Coach and develop Account Managers and Directors for high performance.
• Collaborate with creative, strategy, production and project teams.
• Foster proactive communication, ownership and continuous improvement.

Skills

Strategic leadership

Client relationship mgmt

Executive communication

Budget & KPI mgmt

Jira familiarity

Tools

Jira

Job description

Hello, potential PriceSmart candidate. We’re on a mission to hire the very best, and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize the greatest contributions to the company can come from anywhere in the organization, and we know that the next one could be yours!

We are seeking an experienced and strategic Agency Director – Client Services to lead client service operations within a dynamic creative and advertising environment. This role will be responsible for steering the overall client service function, strengthening strategic client relationships, driving successful delivery across multiple accounts and projects, and ensuring strong collaboration between clients, account teams, project management, creative and other multidisciplinary teams.

MANDATORY REQUIREMENT: The candidate’s current or most recent professional experience MUST be within an advertising, creative or marketing agency. Candidates whose most recent experience is in an in-house marketing department, corporate environment, technology company, consulting firm, BPO, or any other non-agency organization will not be considered, even if they have previous experience working at an advertising or marketing agency.

What's unique about this job (What you’ll do)

Client Services & Strategic Leadership

• Lead and provide strategic direction to the Client Services function, ensuring strong relationships and high-quality delivery across key accounts.
• Act as a senior escalation point for complex client situations, helping teams navigate challenges and reach effective solutions.
• Establish clear priorities, expectations and communication across Account Management, Project Management, Creative and other multidisciplinary teams.
• Build trusted relationships with senior client stakeholders and understand their business objectives, challenges and opportunities.
• Ensure client needs are translated into clear internal briefs, priorities and actionable plans.
• Lead and develop Account Managers, Account Directors and other client-facing leaders, fostering accountability, collaboration and high performance.
• Provide direction and coaching to teams responsible for managing multiple clients, accounts and projects simultaneously.
• Partner closely with creative, strategy, production, project management and other agency teams to ensure effective collaboration and execution.
• Promote a culture of proactive communication, ownership, continuous improvement and client-centricity.
• Help resolve conflicts and remove obstacles that may impact team performance, client relationships or delivery.

Business Growth & Agency Performance

• Identify opportunities to strengthen client relationships, increase account value and support business growth.
• Partner with commercial and account teams on new business, upselling, cross-selling and client retention opportunities.
• Monitor account performance, budgets, profitability and key business indicators.
• Support the development and implementation of strategies that improve agency efficiency, client satisfaction and business results.
• Use data, KPIs and business insights to identify opportunities, risks and areas for improvement.

Project & Delivery Oversight

• Oversee the successful execution of multiple projects and campaigns, ensuring alignment with client expectations, scope, timelines, quality and budgets.
• Establish appropriate governance and communication mechanisms across complex accounts and projects.
• Ensure teams have clear priorities, resources and ownership throughout the project lifecycle.
• Anticipate risks and proactively address issues that could affect delivery or client satisfaction.
• Work effectively within agency operating models involving creative development, content, production, strategy, project management and client review processes.
• Leverage project management tools and methodologies to maintain visibility and accountability across initiatives.

Bring your passion and expertise (Who you are)

• Mandatory: Your current or most recent professional experience must be within an advertising, creative or marketing agency.
• Previous agency experience alone does not meet this requirement.
• Significant professional experience in advertising, creative or marketing agencies, particularly in Client Services, Account Management or a related leadership function.
• Proven experience leading Client Services, Account Management or multidisciplinary agency teams.
• Experience leading managers, senior account leaders or other client-facing professionals is highly desirable.
• Strong strategic client relationship management and executive stakeholder management skills.
• Demonstrated experience with account growth, client retention, new business, upselling and/or cross-selling.
• Strong understanding of agency operations, including creative, strategy, project management, production and client delivery.
• Business acumen with experience managing budgets, profitability, KPIs and/or commercial performance.
• Excellent negotiation, communication and conflict-resolution skills.
• Ability to manage multiple priorities, accounts and projects in a fast-paced environment.
• Strong analytical and problem-solving skills with a results-oriented mindset.
• Advanced English proficiency, with the ability to communicate confidently with international clients and stakeholders.
• Experience with project management tools such as Jira is highly desirable.

Some important intangibles

You feel connected to our mission and values: Integrity, Respect, Accountability, Passion, Community and Continuous Improvement

You are a self-starter who doesn’t need direct supervision to motivate you for success

You enjoy sharing your quirkiness and talents with your coworkers

Enjoy working hard

Full of energy for the things one sees as challenging

The ability to remain calm when dealing with unforeseen constraints.

The above description is designed to state the general nature and level of work performed in the function. It is not intended to contain or be construed as an exhaustive inventory of all job duties, responsibilities and qualifications required of employees assigned to the job. A complete job description may be made available to you through the hiring process.

Our Commitment

We not only embrace and celebrate the diversity of our membership base and communities, but also strive to achieve the same in our employees. At PriceSmart, we are committed to equal employment opportunity, regardless of race, color, religion, national origin, gender, sexual orientation, age, disability, veteran status or any other class protected by applicable law. We are proud to be an equal opportunity employer.

Get to know us

PriceSmart was founded with a purpose: to inspire and impact the lives and businesses of our Members, our employees and our communities through the ethical delivery of the best quality goods and services at the lowest possible prices.

Throughout the years, we have constantly asked ourselves how we can do more and have a greater impact. We want to prove that we are a company that can grow, be profitable and do good in the world, and we have learned that it takes a great organizational culture to achieve that goal.

At PriceSmart, you can look forward to company events, anniversaries celebrating our employees with more than 20, or 30 years of tenure, volunteering and learning opportunities, and just great company filled with curious, kind folks. Dreaming up and sharing ideas aren’t responsibilities reserved for certain teams or leaders; the challenge of building our own culture is on all of our shoulders. That sense of community and belonging keeps us excited to walk through the door everyday, wherever that door may be, in any of our 13 countries.