Director of Client Services

Devotion; New York (NY); On-site; USD 170,000 - 260,000; Full time

Job summary

Devotion is hiring a Director to own and scale creator community, ambassador, and gifting programs across multiple brand partners. You’ll also drive strategic growth within high-value client relationships and work with Devotion’s AI platform to surface creators, streamline outreach, and ensure brand safety checks.

This role blends hands-on leadership with senior client partner responsibilities to grow both relationships and programs.

Qualifications

• 7+ years in creator marketing, community operations, influencer programs, or brand partnerships with direct revenue ownership

Responsibilities

• Be the elevated point of contact for client and agency relationships across brand partners, leading strategy sessions and presenting insights
• Oversee onboarding for brand ambassador programs across multiple partners and manage day-to-day operations with customer team support
• Ensure brand safety standards are met by aligning parameters for AI checks on creators and content
• Set and hit monthly KPIs and performance metrics for each program
• Shape community strategy to stay culturally relevant and aligned with each brand’s voice
• Improve creator targeting and brand messaging models with the AI sourcing engine
• Design and test incentive frameworks that drive participation and loyalty
• Collaborate with sourcing, strategy, product, and engineering to strengthen the community playbook and AI systems

Skills

Creator marketing

Community operations

Influencer programs

Brand partnerships

Commercial ownership

Job description

We’re hiring a Director to own and scale creator community, ambassador, and gifting programs across multiple brand partners, while also driving strategic growth within a portfolio of our highest-value client relationships. You’ll work alongside Devotion’s AI platform, which helps surface the right creators, streamline outreach, and support brand safety checks, freeing you to focus on what matters: building culturally sharp, brand-aligned programs that keep creators coming back, keep our clients confident in every piece of content, and grow how much they invest in Devotion. This role blends hands‑on community and program leadership with the commercial ownership of a senior client partner, you’ll be the trusted advisor who grows the relationship as much as the program.

What You’ll Do:

Program & Community Leadership

• Be the elevated point of contact for client and agency relationships across your brand partners, leading strategy sessions, presenting performance insights, and ensuring programs are consistently aligned with each brand’s goals
• Oversee the facilitation of onboarding for all brand ambassador programs across multiple partners — from creator application and onboarding to ongoing engagement, incentivization, and retention — with support from our customer team on day‑to‑day operations
• Ensure with your direct team that all partners’ brand safety standards are met by aligning brand‑specific parameters for our AI to run comprehensive checks on creators and content
• Set and hit monthly targets for all brand KPIs and performance metrics — including but not limited to creator applications, content volume, CPM, and content quality for every program you own
• Shape community strategy to keep content culturally relevant and aligned with each brand’s voice; you’ll need strong instincts for what’s working on TikTok and Instagram right now
• Work directly with your team and our AI sourcing engine to improve creator targeting, refine brand messaging models, and increase the volume of qualified creators entering each program
• Design and test challenge frameworks and incentive systems that drive participation and long‑term creator loyalty
• Collaborate with sourcing, outreach, strategy, product, and engineering to strengthen both our community playbook and the AI systems that power it

Strategic Account Growth

• Own and manage relationships with a portfolio of 8–12 high‑value accounts, serving as the primary strategic advisor and trusted partner to senior decision‑makers
• Facilitate account growth and retention through campaign optimizations and by upselling new programs and Devotion capabilities
• Conduct regular business reviews and strategic planning sessions with key stakeholders, and map complex organizational structures to identify key influencers across departments and business units
• Create and deliver compelling business cases that demonstrate clear ROI and strategic value for expansion initiatives, and run sales cycles to secure larger investments by building champions and negotiating deals
• Maintain and report on account KPIs, budget, and health on a campaign, monthly, quarterly, and yearly basis across multiple accounts

Cross‑Functional & Team Leadership

• Partner with leadership to address key business challenges, provide data‑driven insights, and deliver actionable recommendations
• Partner closely with Customer and Engineering teams to ensure a seamless client experience — advocating for client needs internally while informing product roadmap and feature prioritization
• Manage and oversee a team of account leads and associates, ensuring team collaboration and growth

Who You Are:

• 7+ years of experience in creator marketing, community operations, influencer programs, or brand partnerships at a brand, agency, or platform — including direct experience owning the commercial side of client relationships (renewals, upsells, revenue growth)
• You’ve built and led a brand ambassador program, creator community, or large‑scale gifting program. You know the pain of tracking hundreds of shipments, chasing creators for posts, and figuring out why conversion dropped this month
• Proven track record of consistently achieving upsell or growth targets, ideally with enterprise or Fortune 500 clients
• Strong instincts for culture, content trends, and what motivates creators to actually post — not just accept free product
• Highly organized and systems‑minded and you build processes, not just relationships, and are comfortable managing multiple fast‑moving programs simultaneously without dropping balls
• Clear communicator and leader who can work across teams (strategy, product, engineering), translate insights into operational improvements, and present to senior stakeholders and executives with strong executive presence
• Strong analytical and strategic thinking skills, with the ability to translate complex business needs into actionable solutions
• Outstanding negotiation and presentation skills, with experience managing enterprise renewal cycles, procurement processes, and contract negotiations
• You lean into AI and new tools rather than away from them — you’re excited about using technology and agents to operate at a scale that would be impossible manually

Why This Role is Different:

You’ll operate programs at a scale that traditional agencies can’t touch, with AI‑powered tools handling the parts that used to require teams of tenand you’ll pair that with the commercial ownership of a senior account lead, driving renewal and expansion conversations with the same rigor you bring to community strategy. We’re building the infrastructure to “scale intimacy,” and this role sits at the center of that: energized by challenging clients to rethink how they invest in their programs, negotiating complex expansions, and maintaining a deep understanding of each client’s industry and competitive landscape. These programs have already generated tens of millions of impressions — your job is to ensure they, and the accounts behind them, are always growing.