Client Service Director

MAP; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

MAP is a leading WPP enterprise solution provider guiding client growth through CRM, marketing automation, and transformation initiatives. We are seeking a Client Service Director to lead a high-impact workstream, manage strategic client relationships, and drive cross-functional collaboration across tech, data, creative, and strategy teams.

You will oversee delivery of projects, ensure on-time and on-budget execution, and mentor a diverse team of senior professionals while pursuing continuous

Qualifications

• Minimum 5 years in a senior leadership position in client service roles within digital agencies.
• Deep understanding of CRM technology such as Salesforce Marketing Cloud and/or Adobe.
• Experience with strategic management and implementation of IT projects within CRM and/or marketing automation.
• Extensive experience with people management and leading diverse teams.
• Strong financial acumen and budget management.
• Excellent communication skills and ability to present complex information clearly.
• Resilience and ability to handle difficult situations.
• Willingness to travel.

Responsibilities

• Oversee delivery of all workstream-related projects.
• Manage client relationships and day-to-day contact.
• Prepare revenue and profitability reports.
• Lead team of Account Directors and Project Managers.
• Drive cross-functional collaboration between tech, data, creative, and Strategy teams.
• Continuously optimize ways of working and drive process improvements.

Skills

CRM leadership

Digital agency background

Strategy & planning

Financial acumen

People management

Communication skills

Salesforce Marketing Cloud

Adobe

Travel flexibility

Tools

Salesforce Marketing Cloud

Adobe

Job description

MAP | WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses.

About WPP

MAP is part of WPP , the trusted growth partner for the world's leading brands. Powered by exceptional talent and our agentic marketing platform WPP Open, WPP unites cutting-edge media intelligence and data solutions, creativity, production, enterprise solutions and expert strategic counsel.

Are you a visionary leader with a proventrack recordin nurturing client relationships and driving commercial success? Do you excel at leveraging CRM technology and marketing automation to deliver exceptional results? Are you ready to lead a dynamic team, creating a lasting impact on one of our major clients?If so, seize this opportunity to shape the future as a Client Service DirectoratMAP!

What will your day look like?

As a Client Service Director, your daywill be filled with strategic decision-making, problem-solving, and team leadership.You will lead,manageand grow yourclientworkstream,ensuring that projects are delivered on time, within budget, and to the highest quality standards.You will alsomaintaina close relationship with client stakeholders, acting as their go-to person for any challenges that needsolving.Further, you encourage an environment of growth and optimization within the team, and you are always on the lookout for the next idea, client growth opportunity or process optimization that can increase our efficiency. More specifically, your tasks include:

• Overseeing the delivery of all workstream-related projects.
• Managing the clientrelationshipdrivingday-to-day contact,ensuringhigh client satisfactionand being a strategic partner to the client.
• Financial managementof the account, including scoping, preparing, and reviewing revenue and profitability reports.
• Leading the team, whichmay consist of Account Directors, Senior Project Managers, and Project Managers.
• Driving cross-functionalcollaborationsvarious teams, for example tech, data, creative and Strategy teams.

Continuouslyoptimizingways of working and driving process improvements.

Who are you going to work with?

In this role, you will work closely with a variety of internal and external stakeholders. Internally, you will report to the Client Partner and work in partnership with the Program Director. You will also collaborate with the financeteamand the Specialist Department team leads. Externally, you will interact regularly withclientstakeholders, acting as their main point of contact and trusted advisor.

What do you bring to the table?

The ideal candidate for this role is a strategic thinker with a deep understanding of CRM loyalty and marketing technology. You have excellent leadership skills and a proven ability to manage large complex programs. You are highly organized, able to balance multiple priorities, and remain calm under pressure. You are a great communicator, able to present complex information in a clear and understandable manner. You are also a strong relationship builder, comfortable working with a diverse range of stakeholders in a multicultural environment.

In addition, you have:

• A strongtrack recordin Client Service roleswithindigital agencies, with at least 5 years in a senior leadership position.
• Deep understanding of CRM technologysuch as Salesforce Marketing Cloud and/orAdobe.Experience with strategic management and implementation of IT projects within CRM and/or marketing automation.
• Extensive experience with people management, and the knowledge and skills to lead a team with varying experienceand seniority anddifferent culturalbackgrounds.
• Strong financial acumen and ability to manage budgets effectively.
• Excellent communication skills and the ability to present complex information clearly and effectively.
• Resilience and the ability to handledifficult situationswith grace and professionalism.
• Willingness to travel as needed.

A leader in personalized customer experiences

MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.