At Tag, we love what we do and pride ourselves on an authentic culture built on our core values of integrity, innovation, sustainability, growth, and accountability.
We are a leading creative production and sourcing partner to brands and agencies and we have over 50 years of marketing execution experience, working with the world’s best brands. We are creative directors, graphic designers, CGI artists, writers, photographers, producers, linguists, operations experts, and account managers, coming together to deliver impactful content with craft, scale, and speed.
Our marketing expertise digs deep into industry sectors and marketing channels, to help our clients stand out and sell more, everywhere.
As people, we are collaborators and makers, learners, and listeners, with a strong commitment to diversity, equity and inclusion, service, and work-life harmony. This role will be responsible for executing service delivery at Tag.
This role will be responsible for setting the expectations for overall Client Engagement and Service Delivery of a Key Account at Tag. The Business Director establishes best practices to serve client(s) across various service offerings and empowers and enables their account team to deliver superior service. The role focuses on client engagement, 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. MUST HAVE EXPERIENCE IN LIFE SCIENCES TO BE CONSIDERED FOR THIS ROLE.
JOB QUALIFICATIONS
•A Bachelor’s degree or equivalent experience is required
•At least 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
•Minimum 8 years business disciplines
•Minimum 4 years managing multiple Account teams globally/locally
•Minimum 2 years responsibility for profit and loss in a large organization
•Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
•Must have a growth-oriented mindset – responsible for account growth from new or existing service lines
•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
•Strong leadership, coaching, team management, and personnel development track record
•At least two years’ business development experience
•Minimum of seven years of successful financial management; understanding of how day-to-day and strategic decisions impact P&L
JOB DUTIES
(* denotes an “essential function”)
•Manage a key global account
•*Be fully responsible for the Account P&Ls and budgets to ensure profitability – escalating threats to targets when necessary
•Drive solutions and client discussions for new and existing business
•Work with Business Development and be responsible for the RFPs/ new business accounts allocated to them
•Oversee large/ complex solution implementations
•Gain deep understanding of Tag’s service lines and use that knowledge to upsell/cross-sell
•*Drive the quality of service delivery across the organization
•*Implement strategies to improve and standardize all aspects of client 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
•Foster excellent senior client relationships
•Drive and maintain operational excellence
•Identify and drive opportunities to grow and develop the account
•Provide leadership for an individual or team
•*Assure adherence to account plans operations team
•*Drive account growth to meet targets and business goals through strategic and tactical leadership
•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
•*Partner with functional teams to implement appropriate policies, internal controls, and reporting
•*Manage 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 Global Business Director
•Have a comprehensive understanding of the client’s business and the impact of our services
•*Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
•*Create and present regular business updates to both internal and Client leadership
•*Manage the selection, induction, development, retention, motivation and performance of direct reports
•Encourage a culture of structured succession planning and growth for key roles
Per New York state requirements, this posting reflects the salary range for this position for a New York based individual: $165k minimum – $185k maximum per annum. Compensation varies depending on job-related factors such as experience, responsibilities, and business needs. For all other states, please inquire with the Tag Talent Acquisition Team.
This is the opportunity to work in an environment that best suits your needs, fueled by flexible hours and locations, strong supportive benefits, career training and development and, most importantly, an inclusive environment that eliminates barriers and elevates voices, giving every member of the Tag team an opportunity to be seen and heard.
We’ve made a strong commitment to diversity and inclusion and are taking a stance on equality in the workplace. We support sustainability, in our organization and with our network of partners and suppliers.
As an ethical employer, Tag will never ask job applicants to provide private, sensitive information upfront or make offers of employment contingent on financial requests or responsibilities from any candidate.
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