CX Account Director

Who We Are At VML, you won't just do the best work of your career. You'll leave your mark on some of the top brands in Canada. With more than 400 employees across our Montreal, Toronto, Vancouver offices, and another 28,000 in our 150+ offices in 60-plus markets around the world, VML is here to deliver unparalleled global, and local, brand experience (BX), customer experience (CX) and retail commerce (CO) creative solutions for clients – all powered by deep data, marketing technology, and platform prowes

Summary:

We are seeking a highly motivated and experienced Account Director with a deep understanding of the commerce landscape to lead and grow key client relationships. The Account Director will be responsible for developing and executing strategic account plans, driving revenue growth, and ensuring client satisfaction. This role requires a strong understanding of e-commerce platforms, digital marketing strategies, and the ability to translate business objectives into actionable plans. You will be the primary point of contact for your clients, fostering strong partnerships and acting as a trusted advisor.

Responsibilities:

Client Relationship Management:

Serve as the primary point of contact for assigned clients, building and maintaining strong, long-lasting relationships.
Understand clients' business goals, challenges, and competitive landscape.
Proactively identify opportunities to grow the client's business and expand our services.
Conduct regular client meetings and presentations to review performance, discuss strategy, and identify new opportunities.
Manage client expectations and ensure timely and effective communication.
Act as an escalation point for client issues and work to resolve them quickly and effectively.
Strategic Account Planning:

Develop and execute strategic account plans that align with client business objectives and drive revenue growth.
Conduct market research and competitive analysis to identify opportunities and inform strategy.
Collaborate with internal teams (e.g., strategy, creative, media, technology) to develop integrated solutions.
Present strategic recommendations to clients and gain buy-in.
Monitor and analyze campaign performance, providing regular reports and insights to clients.
Commerce Expertise:

Possess a deep understanding of e-commerce platforms (e.g., Shopify, Magento, Salesforce Commerce Cloud, BigCommerce).
Stay up-to-date on the latest trends and best practices in e-commerce marketing.
Provide expert guidance to clients on e-commerce strategy, including website optimization, conversion rate optimization, and customer acquisition.
Understand and articulate the value proposition of various e-commerce technologies and solutions.
Experience with data analytics and reporting tools to track and measure e-commerce performance.
Team Leadership & Management:

Lead and mentor a team of Account Managers and/or Account Executives.
Provide guidance and support to team members, helping them to develop their skills and achieve their goals.
Delegate tasks effectively and ensure that projects are completed on time and within budget.
Foster a positive and collaborative team environment.
Conduct performance reviews and provide feedback to team members.
Business Development:

Identify and pursue opportunities to expand our services within existing accounts.
Participate in new business pitches and presentations.
Develop and maintain a strong network of industry contacts.
Financial Management:

Manage account budgets and ensure profitability.
Develop and track key performance indicators (KPIs).
Forecast revenue and identify opportunities to increase profitability.
Qualifications:

8+ years of experience in account management, with a focus on commerce.
Proven track record of successfully managing and growing client relationships.
Deep understanding of e-commerce platforms, digital marketing strategies, and best practices.
Strong analytical and problem-solving skills.
Excellent communication, presentation, and interpersonal skills.
Experience leading and managing a team.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Experience with project management software (e.g., Asana, Jira) is a plus.
Experience with CRM software (e.g., Salesforce) is a plus.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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