Director, Business Innovation (Client Services)

Gigantic Playground; Seattle (WA); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Hybrid work model

Seattle on-site support

Job summary

Gigantic Playground, a CourtAvenue company, seeks a Director, Business Innovation to lead client strategy and drive growth across major accounts in a fast-growing creative tech agency. The role partners with senior stakeholders to champion innovative, growth-oriented programs.

Hybrid role with Seattle-site presence as needed, supporting retail and consumer electronics brands while guiding cross-functional teams to deliver strategic, high-impact initiatives and strong client relationships.

Qualifications

• 10+ years in marketing/advertising or client services with senior-stakeholder experience.
• Experience leading key accounts across retail and global brands.
• Proven ability to drive organic growth and innovate for clients.

Responsibilities

• Own and lead overall client strategy across assigned key accounts with growth focus.
• Serve as senior client partner for major accounts across experience design and retail initiatives.
• Build long-term relationships with senior stakeholders in retail and consumer brands.
• Own account budgets, margins, and forecasting with leadership collaboration.
• Identify new opportunities and drive them to market with internal teams.
• Lead cross-functional teams to ensure exceptional service and delivery.
• Collaborate with Operations, Delivery, and Creative leadership for strategic work.
• Develop strategic proposals, renewals, and expansions with operations/delivery teams.
• Manage client communication cadence and escalating issues proactively.
• Foster a positive, high-energy culture and long-term partnerships.
• Ensure client satisfaction and healthy Net Promoter Scores.

Skills

Strategic thinking

Account leadership

Communication

Leadership

Retail knowledge

Relationship building

Emotional intelligence

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Job description

Director, Business Innovation (Client Services)

Overview

Gigantic Playground, a CourtAvenue company, is a fast-growing creative technology agency that creates immersive and interactive experiences that connect people, places, and products in extraordinary ways. Our unique experience + technology approach blends creativity, immersive storytelling, and product innovation to create dynamic experiences that captivate, engage, and delight.

As Gigantic Playground continues to expand its portfolio of long-term client partnerships, we are seeking a Director, Business Innovation to lead overall client strategy and innovation, drive organic growth, and strengthen relationships across our most important accounts. This role is central to how we partner with clients, grow their businesses, and position Gigantic Playground as a trusted, long-term innovation partner.

The Director, Business Innovation acts as our client’s partner, understanding their business needs and championing them within Gigantic Playground. The Director, Business Innovation is highly accountable and serves as the senior client lead for a major retail account, strategically guiding the business and providing innovative and valuable input to help solve the most complex challenges. They are ambitious, driven to ignite growth, exceptional at navigating ambiguity, and experts in communication. This role is deeply connected to their clients and teams, building meaningful and constructive relationships across both organizations that produce results. The Director, Business Innovation is an extremely external-facing role; representing as the voice of the customer internally and helping the client navigate their own internal complexities.

Key Responsibilities

• Own and lead overall client strategy across assigned key accounts, with a focus on innovation, long-term value creation, and sustained growth
• Serve as senior client partner for major accounts, acting as a trusted advisor across experience design, omni-channel retail, creative technology, and experience transformation initiatives
• Establish and maintain long-term, trusted relationships with senior client stakeholders across retail, entertainment, and global consumer electronics brands
• Own the commercial health of the account (budget, margin, and forecasting), partnering with leadership and operations on budget reviews, invoicing, and profitability
• Drive organic growth by identifying new opportunities within existing accounts and partnering with internal teams to bring those opportunities to market
• Lead and mentor cross-functional teams to ensure exceptional client service, delivery quality, and team engagement
• Collaborate closely with Operations, Delivery, and Creative leadership to ensure work is strategically sound, well-scoped, and successfully executed
• Guide development of strategic work proposals, renewals, and expansions in partnership with operations and delivery teams
• Own the client communication cadence (recurring syncs, status reporting, and approval and dependency tracking)
• Act as a senior escalation point for client concerns, ensuring any issues are resolved proactively and constructively
• Champion a positive, high-energy culture that supports collaboration, accountability, and long-term partnership mindset
• Ensure overall client satisfaction and health of the business, with a focus on achieving high Net Promoter Scores (NPS)

Essential Skills & Capabilities

• Strong strategic thinking with the ability to translate client goals into actionable, growth-oriented plans
• Deep experience leading and growing key accounts within a creative technology, digital, or experiential agency environment
• Proven track record of driving organic account growth and long-term client relationships
• Excellent communication and presentation skills, with confidence engaging senior client stakeholders
• High-energy, positive leadership style that inspires trust, collaboration, and momentum
• Strong understanding of the retail industry alongside creative technology, tech led experiences, and innovation-led brand strategy
• Ability to balance big-picture client vision with hands-on involvement where needed
• Natural relationship builder with strong emotional intelligence and team leadership skills

Requirements

• 10+ years of marketing, advertising, technology or client services experience, with hands-on experience running accounts, working with senior stakeholders, and successfully organizing, managing, and delivering a diverse range of innovative projects
• Significant experience leading key accounts across retail, technology and global consumer brands
• Demonstrated success growing existing client relationships through strategic expansion and innovation
• Experience working closely with multidisciplinary teams including strategy, creative, technology, and operations
• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent professional experience)
• Experience operating in a fast-paced, client-services environment with senior-level accountability

Additional Information

• Candidates must be located in the Seattle, WA area.
• Role will be hybrid — on-site at the Client location in Seattle as needed with remote flexibility otherwise.
• Benefits (medical, dental, and vision) available the first of the month after the date of hire.

Gigantic Playground, a CourtAvenue company, is an Equal Opportunity/Affirmative Action employer. We recruit qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, protected veteran status, physical or mental disability, sexual orientation, gender identity, marital status, or citizenship status.