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Client Service - Account Director

Location: Chicago, ILLINOIS.
Company Description:

Merkle is a leading data-driven, technology-enabled, global performance marketing agency that specializes in the delivery of unique, personalized customer experiences across platforms and devices. For more than 30 years, Fortune 1000 companies and leading nonprofit organizations have partnered with Merkle to maximize the value of their customer portfolios. The agency’s heritage in data, technology, and analytics forms the foundation for its unmatched skills in understanding consumer insights that drive people-based marketing strategies. Its combined strengths in performance media, customer experience, customer relationship management, loyalty, and enterprise marketing technology drive improved marketing results and competitive advantage. With 6,600 employees, Merkle is headquartered in Columbia, Maryland, with additional offices in the US, Europe, and Asia. In 2016, the agency joined the Dentsu Aegis Network.

Job Description:

We are looking for an Account Director that is excited and prepared to jump into a multi-faceted and fast-paced position. As an Account Director you will be responsible for ensuring the viability and growth of clients through leading teams, understanding growth opportunities, interfacing with the client, and developing strategies and goals relevant to the client. Utilizing your management and problem solving skills you will provide your clients with the invaluable assistance they need to grow their business.

Key Responsibilities

As an Account Director you will effectively:

  • Oversee client service direct reports; establish goals, mentor to maximize performance and team growth, and provide constructive feedback
  • Lead client relationship-building initiatives by directing teams on best practices
  • Identify growth opportunities across accounts based on each of the client’s business models, goals, and budgets
  • Provide strategic recommendations to improve client success
  • Manage multiple lines of business and prioritize accordingly
  • Lead weekly status meetings with internal and external client teams
  • Identify opportunities for growth and improvement
  • Educate the account team on business and marketing strategies, client relationship building, troubleshoot account problems, and help guide teams in negotiations and daily account and expectations management
  • Steward client relationships based on account success, profitability, and overall vitality
  • Maintain existing client’s business plus growth of new initiatives
  • Build a deep understanding of the client’s business
  • Utilize knowledge to proactively develop strategies and recommendations to further the client’s success
  • Oversee the development, implementation and evaluation of each project; including revenue forecasting, client billing, performance objectives, and communication flow
  • Interface with the client to manage day-to-day business
  • Supervise and lead Account Management staff with regards to the client
  • Ensure the quality and efficiency of programs and company processes



  • Proven track record of creating happy customers
  • Strong strategic thinking, multi-tasking at all client execution levels, and problem-solving skills
  • Expertise in all aspects of marketing, with in-depth knowledge in direct response
  • Experience in driving revenue-generating opportunities within existing client base
  • Experience in developing and executing multi-tiered marketing programs within a number of diverse market segments, with concentration in Financial Services
  • Strong interpersonal skills that inspire team cooperation, foster enthusiasm and stimulate relationship building
  • Excellent communication and presentation skills
  • Direct response marketing experience; experience leading creative development efforts
  • Experience in financial services direct marketing
  • Strong project management experience
  • Proficiency in Excel, Word and PowerPoint software
  • Experience in credit card, retail and business banking, and payment processing products and services
  • Direct and digital marketing expertise
  • Experience leading creative work for clients; working with in-house creative team
  • 8-10 years of client services/account management in a direct marketing agency or a combination of agency/client side (within client vertical a plus).  Client-side experience must include a leadership role.
  • Experience managing large, complex, multi-million-dollar accounts with strategy, analytics, digital and creative components
  • Excellent ability to manage client relationships, especially sensitive issues, and effectively problem solve
  • Strong experience managing the financial aspects of a book of business including forecasting revenue, costs, profit margins, invoicing, reporting your financials to company executives, etc.
  • Experience hiring, managing, and developing a team responsible for the day-to-day execution of client programs; Must thrive on building highly effective teams; possess strong people management skills
  • Solid understanding of all key channels (e-mail, Web, Direct Mail, Telemarketing, Search, Display and other Digital services etc.,)
  • Working knowledge of CRM
  • Ability to analyze problems and produce a viable solution
  • Ability to multi-task and work well in a fast-changing environment
  • Bachelor's degree required

Additional Information:

All your information will be kept confidential according to EEO guidelines.

More Information:

Graduate Opportunities: Whether you're still studying, recently graduated or are already working and fancy a career hop, we could have a perfect opportunity for you.
Experienced Hires: Leverage your expertise, challenge the status quo and grow your career at Merkle.

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