Director of Account Service

The Touch Vision & Purpose

To build the most trusted and desirable agency in the industry.

To create a sustainable, growing business and culture that supports a group of passionate, talented people doing smart, creative, and meaningful work for the best clients in the world.

Job Purpose

The Director of Account Service is responsible for managing all aspects of the department's operations, working closely with, and supported by, the VP of Account Service. In addition to client work, this includes managing the development and refinement of department roles, processes, workflows, and documentation. It has a heavy emphasis on team mentoring, skills development, project trafficking, cross-functional collaboration, and day-to-day department management, driven by the goal of helping to ensure client needs are met and that the department and people in it grow and thrive.

Duties and Responsibilities

Developing and fostering a team of outstanding account management professionals is critical to the success of the projects Touch delivers, and ultimately the success of the company. The responsibilities of the Director of Account Service are listed below.

Department Management (approx. 40%)

• Inspiring and developing optimism, critical thinking, agility, and a growth mindset among all Account Service team members.
• Managing the assignment of team members on projects, attending and/or leading trafficking meetings/discussions, and monitoring department work product and overall health through regular team check-ins.
• Mentoring, supporting, and helping grow the careers of members of the Account Service team, including creating development plans, holding 1:1 check-ins on a regular cadence, and completing periodic reviews guided by established Touch processes.
• Working with the VP of Account Service on the development and maintenance of job descriptions, performance criteria, and career progressions for all department roles to meet the needs of the company.
• Working with the VP of Account Service and other Touch leaders on training programs, growth and development opportunities for the Account Service team.
• Working with department team members and cross-functional leads to develop and maintain efficient, flexible, best practice department processes, protocols, ways of working, templates, and documentation that support team collaboration and the delivery of consistent positive results for our clients.
• Inspiring cross-departmental engagement and support for Account Service processes.

Client Development and Delivery (approx. 60%)

• Maintaining direct Account Service responsibility for one or more projects through their various stages of development and completion.
• Overseeing and advising Account Service leads as needed on effective project delivery regarding any aspect of Account Service project responsibilities, including but not limited to project planning, budgeting, communications, coordination, financial management (including vendor invoicing and payments), project delivery, recaps, reconciliation, and closure.
• Working with Account Service team members to reflect on and document project successes and areas for development and to apply learnings to improve future projects.
• Acting as the Account Service department escalation point by helping to resolve project or team difficulties or roadblocks.
• Working with the Account Service team to continually look for additional client development opportunities.
• Working with the Account Service and Touch Sales team on RFPs, RFQs, SOWs, project timelines and pitch or proposal documents for a wide range of projects and participate in client pitches when required.
• Working with internal Touch leads to help manage and maintain our external vendor pool, review and select new vendors, and help articulate vendor contract needs for Touch projects when necessary.
• Other department-specific roles and responsibilities as required.

Skills and Qualifications

The Director of Account Service brings deep 360 experience and leadership skills to the mentorship and oversight of a diverse team and complex and varied projects. Skills and qualifications include:

• A minimum of 15+ years of agency experience that includes a combination of account or project management, brand strategy, 2D/3D design, live event or exhibition production, video production, production build, installation and strike planning and execution, and/or other relevant experience
• Excellent written and verbal communication skills including experience with interacting with a range of clients and partners, from executives to third-party vendor teams
• Excellent ability to effectively prioritize and manage multiple concurrent client engagements with cross-functional team members
• Excellent budgeting, scheduling, problem-solving skills, and attention to detail
• Excellent technical skills, from Microsoft Office to web-based project management applications and social media
• Excellent knowledge of and ability to discuss and manage technical production
• A proven track record of managing the delivery of projects on time and on budget
• Results-driven, self-motivated, and able to work well in a team environment
• The ability to work flexible hours, travel, and to work under the pressure of changing deliverables and time constraints
• Genuine curiosity and love for crafting innovative experiences and deliverables that combine strategy and insights with brilliant creative and flawless production, and cutting-edge technology, to create impactful experiences for our clients
• Ability to help develop and mentor junior staff on their career journey
• A bachelor's degree or equivalent training/experience in project management, communications, marketing, public relations or design management

Employment Expectations

• This is a salaried, full-time, exempt position
• Physical presence in the office is encouraged and occasionally required
• Occasional onsite project support and travel is required
• Continued development of software platforms and applications skills is expected
• Show up, work hard, be nice to people

Work Environment and Conditions

• Monday-Friday with occasional evenings and weekends required (project-dependent)
• This role, by nature of the industry requires some travel and at times, requires working varying schedules including weekends, nights, extended shifts (10+ hours), holidays, etc. based on the project requirements
• Position is hybrid in terms of working from the office and working remotely
• Our industry often requires fast turn arounds and agility
• Touch-supported professional growth and development is encouraged and supported

Physical Requirements

• Ability to lift is sometimes required for onsite work
• Ability to work on feet for extended periods
• On-site/event work can include long hours

Significant Collaborations

• Direct interactions with the Touch Steering Committee at bi-weekly management meetings and other ad hoc meetings
• Direct interactions with fellow department managers as a member of the Touch Management team.
• Direct interactions with Project teams (including project leads, strategists, producers, design teams, motion graphics teams, outside vendors, and clients)
• Interactions might include briefings, collaborations, direction, and brainstorms

Direct Reports

• Position manages internal staff members of the Account Service team at Touch as well as outside vendors and freelancers

What We Offer

Industry competitive compensation package including:

• Discretionary Profit Participation Program (vesting required)
• Medical, Dental & Vision Insurance (90/10 Plan) with 100% company paid premiums for employee and immediate family
• Employee Assistance Program
• SIMPLE IRA (full vesting on hire)
• Family Leave Benefits (vesting required)
• Education Expense Reimbursement
• Generous PTO Policy

If you are passionate about working with some of the best strategists and creatives in the business on interesting and complex projects with incredible clients, let's meet! Qualified applicants should submit their resume and cover letter outlining your past work.

The anticipated salary range for this position is $140,000 - $160,000. Salary is based on a range of factors that include relevant experience, knowledge, skills and other job-related qualifications and factors. Compensation ranges may encompass more than one level or experience within a position title.

Touch is an Equal Opportunity Employer.

Location: Times Square, WA, US

Posted Date: 9/29/2024