Director of Client Services

The Client Service Director serves as the leader of the Client Service Department and is responsible for ensuring excellence in client experience and account performance across the agency. This department is comprised of strategists and account leaders who serve as the primary bridge between clients and the agency. The Client Service Director ensures seamless communication, strong strategic alignment, and effective coordination to deliver high-quality, strategic marketing initiatives on time and within scope.

This role will help analyze, strengthen, and evolve internal systems to improve efficiency and scalability, and ensure that the ongoing client strategy remains proactive rather than reactive. Ultimately, the Client Service Director safeguards both the agency’s client service team and our client relationships — identifying opportunities for growth, processes, and correction, and ensuring that strategy is sound, execution is coordinated, and the client experience reflects the highest standard of Agency LMC.

• Manage and oversee senior-level accounts, ensuring high-quality service and measurable results
• Participate in and contribute to agency strategy sessions and long-term planning
• Provide ongoing client retention leadership by delivering proactive recommendations for growth and optimization
• Resolve or escalate high-level client, delivery, or performance issues as needed
• Support business development initiatives
• Coordinate and deploy fractional, cross-functional account teams
• Maintain appropriate client-to-account service ratios and balanced workloads across the department
• Conduct regular one-on-one meetings with Account Managers to provide guidance, support, and performance feedback
• Improve and reinforce effective delegation practices across the client service team
• Develop, implement, and refine standardized client service and project management processes
• Build and maintain a structured client onboarding process
• Establish clear information flow and collaboration between Client
• Services and other agency departments
• Evaluate and recommend proprietary and third-party tools to support planning, execution, and reporting

• Refine and oversee the agency’s client reporting efforts to ensure clarity, consistency, and strategic value.
• Partner with the Finance Director to build and manage client P&Ls and oversee account profitability.
• Manage and collaborate with paid media and digital advertising strategy consultants to ensure alignment with client goals and internal account team needs.
• Maintain awareness of new media opportunities, emerging platforms, and relevant industry and market trends.
• Assist with training and onboarding new client service staff.
• Develop and deliver internal training sessions, including Coffee & Learn programs and department trainings.
• Promote an “Always Be Learning” culture by identifying and encouraging participation in podcasts, seminars, webinars, conferences, and professional development opportunities.
• Foster a productive, collaborative, and empowering work environment that supports career growth and retention.
• Oversee department scheduling, including time off, vacations, and personal leave.
• Meet monthly with members of the Executive Leadership Team to align departmental goals, performance, and agency priorities.
• Partner with senior leadership to refine the agency’s service offerings, team structure, and growth strategy.
• Build and lead a client services team capable of achieving company revenue and business goals.