Business Director

Tag; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Tag is seeking a Business Director to drive client engagement and service delivery on a premier beauty account in New York. You will set best practices for superior service, align goals with client objectives, and lead a team to deliver high-quality operations and strong client relationships.

You will oversee account planning, financial management, and cross-functional collaboration to optimize performance and profitability while identifying growth opportunities and continuous process

Qualifications

• Bachelor's degree or equivalent required.
• 8+ years leading people in a national/global customer service environment.
• Min. 3 years managing key account teams globally/local.
• Min. 2 years profit & loss responsibility in a large org.
• Proven success building strategic solutions to improve performance.
• Experience delivering gift-with-purchase programs in beauty.
• Experience with Creative Operations workflows and print production knowledge.

Responsibilities

• Drive quality-of-service delivery across the organization.
• Implement strategies to standardize client operations.
• Optimize organizational design and teams to improve client experience.
• Ensure operational controls and reporting requirements are fulfilled.
• Foster senior client relationships and manage account P&L.
• Lead cost control and target achievement for accounts.
• Create and execute client account plans and growth opportunities.
• Provide leadership for individuals or teams and mentor staff.
• Maintain continuous communication with client services and operations.
• Present regular business updates to internal and client leadership.

Skills

Leadership

Client relationship management

Operations management

P&L management

Strategic planning

Team development

Gift-with-purchase programs

Creative operations workflows

Print production

Financial analysis

Risk management

Stakeholder communication

Education

Bachelor's degree or equivalent

Job description

The Business Director will be responsible for setting the expectations for overall Client Account Engagement and Service Delivery on a large, exciting, premier beauty account. You will establish best practices to deliver superior service. This role focuses on client engagement, operational excellence, continuous improvement, and team development. This role establishes goals and success metrics that align with the overall business and client objectives while building client relationships at the operational level.

Responsibilities

• Drive the quality-of-service delivery across the organization
• Implement strategies to improve and standardize all aspects of client operations
• Execute modifications to organizational design and teams to optimize operational activity and improve client experience
• Ensure operational controls and management information reporting requirements are fulfilled
• Foster excellent senior client relationships
• Drive and maintain operational excellence
• Ensure delivery against operational and financial business targets
• Manage the senior client relationship
• Create and execute client account plans
• Monitor and control costs effectively
• Identify opportunities to grow and develop the account
• Provide leadership for an individual or team
• Manage the Account P&L and budgets to ensure profitability – escalating threats to targets when necessary
• Assure adherence to account plans operations team
• Drive account growth to meet targets and business goals through strategic and tactical leadership
• Minimize corporate risk and maximize returns for operations team
• Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Partner with functional teams to implement appropriate policies, internal controls, and reporting
• Manage team performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• Investigate and resolve issues escalated by the client
• Have a comprehensive understanding of all clients business and the impact of our services
• Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
• Ensure the team is clear about target metrics and support their achievements
• Highlight operational, compliance and financial risk areas
• Create and present regular business updates to both internal and Client leadership
• Manage the selection, induction, development, retention, motivation and performance of direct reports
• Encourage a culture of structured succession planning and growth for key roles
• Participate as a key project team member new business implementation
• Implement the appropriate delivery model for all services/products, with a focus on lowering cost and delivering high quality
• Cascade key business and organizational messages down to the associate level, per the appropriate channels
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement

Required Skills

• A Bachelor’s degree or equivalent experience is required
• 8 years’ experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
• Minimum 3 years managing key Account teams globally/locally
• Minimum 2 years responsibility for profit and loss in a large organization
• Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
• Proven track record delivering gift-with-purchase programs within the beauty industry
• Experience with Creative Operations workflows
• Experience overseeing print production services and knowledge of 2D printing on various surfaces like paper, fabric, or plastic.
• Established accomplishments in successfully growing volume, profitability and client satisfaction
• Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remain calm and confident, even in stressful situations
• Proven experience in the development, implementation and management of complex multi-service solutions for clients
• At least two years’ business development experience
• Minimum of seven years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L