Director of Client Services

Client Success, Engagement Director — LG Home Appliances Portfolio

The Client Success, Engagement Director for LG Home Appliances is a senior leader within HSAD’s Client Success Group, responsible for ensuring the long-term health, growth, and strategic impact of HSAD’s partnership with LG’s Home Appliance business.

This role oversees the full LG appliance portfolio, including LG Core, LG Signature (Accessible Premium), and Signature Kitchen Suite (SKS Luxury), and leads a team of account managers dedicated to delivering exceptional client service, integrated marketing execution, and business-driving outcomes.

The Client Success, Engagement Director serves as both a people leader and client partner, ensuring that creative work not only meets high client service standards—but is aligned to LG’s evolving AI-enabled, multi-channel customer journey, with particular focus on driving performance and conversion across  and sales channels.

• Directly manage and mentor a team of Account Managers and Account Leads.
• Establish and uphold account management best practices, including intake, briefing, scoping, prioritization, and stakeholder communication.
• Foster a culture of client-first service, strategic thinking, and operational excellence.
• Acts as a steady cheerleader and clear point of direction for the project team, fostering a positive and collaborative experience. Drives cross-functional coordination and project transparency to ensure clarity on responsibilities, delivery dates, and seamless execution.
• Develop team capabilities in integrated marketing, AI-enabled customer journeys, and cross-channel orchestration.
• Serve as the senior day-to-day client partner for LG Home Appliances clients.
• Ensure consistent, high-quality client experience across all work streams and touchpoints.
• Proactively identify risks, opportunities, and improvement areas to strengthen the partnership and grow the account.
• Advise LG stakeholders and internal HSAD teams on marketing and creative materials, ensuring:

• Alignment with LG brand and product narratives
• Support for the AI-enabled customer journey
• Optimization for discovery, consideration, and conversion across channels

• Own account forecasting, resourcing, and scope development.

• Ensure financial health of the portfolio through:

• Staffing plans aligned to business priorities
• Revenue growth initiatives
• Operational efficiency and delivery quality

• 10+ years in agency or in-house leadership roles
• Proven experience leading account teams and large, complex client portfolios
• Strong understanding of:
• Integrated marketing systems
• DTC and eCommerce ecosystems
• AI technology and impact on consumer behaviour/ shopping