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VP, Senior Account Director

Location: Los Angeles, CA.
Company Description:

Merkle is a customer experience transformation business partner to the Fortune 1000. The future of brand loyalty and competitive advantage is the customer experience, and we empower the world’s leading brands to transform their data, technology, and organizational capabilities to deliver those differentiated customer experiences across marketing, sales, commerce, and service. For more than 30 years, we have built upon our heritage in data, analytics, and technology, building unmatched skills in hyper-personalization. Our combined strengths in CX consulting, data transformation, and digital transformation drive improved marketing results and competitive advantage for our clients, including brands like Dell, T-Mobile, Samsung, GEICO, Regions, Kimberly-Clark, AARP, Lilly, Sanofi, NBC Universal, DIRECTV, American Cancer Society, Habitat for Humanity, and many others to build and execute customer-centric business strategies. With more than 13,000 smart, dedicated people in more than 50 offices around the world, we are still growing at a rate that outpaces the market, with 2020 net revenue of $1.3 billion.


Job Description:

This role is for a dynamic leader who can form strong relationships with our clients and drive value with a passion for problem solving. The VP, Senior Account Director is responsible for implementing, leading and growing client engagement models for several of Merkle’s key strategic accounts. This person inspires and motivates a team to deliver high client satisfaction by managing client expectations while driving towards exceeding business goals for the client.

This individual is accountable for overall account management activities and serves as a leader within a client team, overseeing account management direct reports as well as maintaining indirect responsibility for shared service work activity. This person is also skilled in having difficult client and employee conversations within the context of project execution and consistently demonstrates an advanced ability to rally a team to deliver high client satisfaction.

  • Establishes and maintains strong, strategic partnerships with the client by ensuring the successful execution of deliverables and putting forth recommendations related to applied strategy using their digital, CRM, MarTech, and/or industry knowledge
  • Provides verbal and written thought leadership on strategic planning initiatives.
  • Engages a cross-functional team to deliver high levels of service and output quality. Provides the strategic infrastructure to push the team to work/think differently.
  • Navigates matrixed organization to lead teams across functional areas.
  • Leads certain projects, serving as single point of contact, responsible for project plan creation and end to end execution of the project life cycle, ensuring full integration of team and offerings, quality control, and communicating any risks or escalations
  • Immerses self in clients’ business: understanding their challenges, objectives, external economic environment, markets they operate in, competitive threats and relevant partner agencies; knows their business model, how it is performing and what success looks like; knows client’s products inside out and applies this knowledge to deliver innovative, ambitious client plans and service
  • Understands client commercial framework and works with senior account leadership to ensure business is run profitably
  • Improves client satisfaction to expand existing revenue streams and build new ones
  • Owns and manages business operations, including forecasting and invoicing, contracting, operationalizing SLAs and KPIs, accurate time reporting, and other administrative tasks needed to support the account
  • Translates agency strategy into innovative, executional business plans for own client that deliver business value
  • Ability to multi-task and work well in a fast changing environment
  • 10 - 15 years experience in client services/account management in an advertising agency, marketing company, or client side marketing department with a working knowledge of:
    • CRM, Digital and data driven marketing
    • Relationship/Client Management
    • Account Planning and Strategy including business development
    • Understanding of data analytics for multi-channel results analysis
Additional Information:


Employees from diverse or underrepresented backgrounds encouraged to apply.
Dentsu (the "Company") is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee of the Company, on the basis of age, sex, sexual orientation, race, color, creed, religion, ethnicity, national origin, alienage or citizenship, disability, marital status, veteran or military status, genetic information, or any other legally-recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. A reasonable accommodation is a change in the way things are normally done that will ensure an equal employment opportunity without imposing an undue hardship on the Company. Please contact [email protected] if you need assistance completing any forms or to otherwise participate in the application process or to request or discuss an accommodation in connection with a job at the Company to which you are applying.

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.