Account Director

• This role will be responsible for setting the expectations for service delivery  Account Director establishes best practices to serve our clients across multiple service offerings and empowers and enables his/her operations team to deliver superior service. The role focuses on 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.

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* denotes an “essential function”)

• Manage the day to day client relationship
• Manage the team to ensure the delivery of BAU operational excellence
• * Driving the quality-of-service delivery across the organization
• * Implement strategies to improve and standardize all aspects of 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
• * Assure adherence to account plans operations team
• Identify opportunities to develop the account
• 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
• Follow delegations of authority for operations team
• * Partner with functional teams to implement appropriate policies, internal controls, and reporting
• * Manage operations staff 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 and communicate significant issues to the Managing Director of Operations and client services
• 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
• Inform operations team is clear about target metrics and support their achievements
• Highlight operational, compliance and financial risk areas
• * Manage the selection, induction, development, retention, motivation and performance of direct reports
• Encourage a culture of structured succession planning and 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 to serve
• 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
• Ensure that operational processes stay within agreed upon budgets and timelines
• Provide training and development opportunities and serve in mentoring role for direct reports (if applicable)

• A Bachelor's degree or equivalent experience is required
• Over 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
• 4-7 years sales background or project management background
• Minimum of five years' of successful financial management; understanding of how day‑to‑day and strategic decisions
• Minimum 3 years experience in marketing production service delivery
• Strong subject matter expertise in Sourcing, POSM, visual merchandising, printed materials
• Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
• 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, remaining calm and confident, even in stressful situations
• Proven experience in the development, implementation and management of complex multi-service solutions for clients
• Experience with Beauty brand POS Marketing highly preferred *