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Senior Director of Client Services

Position Overview

BrandYourself is seeking a Senior Director of Client Services to oversee our team of 70+ digital account managers, writers, and social media specialists.  You’ll be directly managing 3-4 director level team leaders who each oversee teams that specialize in different areas of online reputation management across our Lancaster, PA and New York City offices.

You’ll lead and motivate the team to maintain/improve service KPIs like renewal rate and lifetime account revenue. As the head of our largest department, you will be a key leader in a dynamic and rapidly growing business.

Responsibilities

  • Oversee the large portion of company revenue and managed service client accounts
  • Run a team of over 70 talented online reputation management professionals
  • Support managers with escalating client issues (legal, refund requests, etc.)
  • Monitor and report service team KPIs to the executive team
  • Provide assistance and guidance in regard to professional development for the team and personnel issues
  • Work closely with team leaders and HR to project hiring and keep fast-growing teams appropriately staffed
  • Make operational decisions/recommendations that pertain to the Lancaster office (space usage, office guidelines, and policy, etc.)
  • Foster team that exhibits company core values and works to achieve BY mission

About You

  • You bring 7-10 years experience overseeing large customer service teams or a similar type of team (50-100 employees)
  • You have experience coaching a team to identify and execute on opportunities for growing revenue from within customer base (upsells, retention, customer referrals, etc.)
  • You have experience developing team members who are in the early stages of their careers to be great individual contributors
  • You have managed new managers - you’ve not only overseen direct reports with their own teams but have successfully made first time/new managers into strong team leaders
  • You are passionate about great client service - you know how to respond to direct feedback to create a seamless client experience
  • You love working with others in a coaching capacity and enjoy helping people develop their skill sets and grow professionally
  • You are goal-oriented and are never satisfied with the status quo
  • You embrace change and have spearheaded initiatives that require deft change management
  • You’re highly organized and have the ability to seamlessly move between different types of tasks and projects
  • You’re able to discern when to lean on process vs. when to be flexible in pursuit of business goals

Preferred

  • Knowledge of SEO, WordPress, and top social media networks
  • Experience in a venture-backed startup or another high growth environment
  • MBA

Working at BrandYourself

BrandYourself offers competitive salaries, full medical, dental, and vision benefits, generous PTO and sick time policies, and 401(k).  We’re a fast-moving company on a mission but we’re proud of our team-first culture and laid back environment. We’re excited to find a great fit for one of our organization’s most important roles.

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