Client Delivery Manager

Overview
We are seeking an experienced Director of Client Services to oversee client success, team performance, and operational execution across a portfolio of digital marketing clients. This senior leadership role is responsible for driving client retention, ensuring high-quality service delivery, managing cross-functional teams, and supporting the strategic growth of client accounts.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for client performance, strategy, timelines, and operational matters.
• Lead client onboarding, including kickoff calls and implementation coordination.
• Conduct regular client meetings, performance reviews, and Quarterly Business Reviews (QBRs).
• Manage client retention efforts and proactively address concerns or performance issues.

Team Leadership & Operations

• Lead and support a team of channel managers, SEO specialists, designers, developers, and support staff.
• Conduct regular team meetings, account reviews, and performance check-ins.
• Monitor workload distribution and support capacity planning across departments.
• Ensure projects are completed on time and to a high standard.

Account Performance & Strategy

• Oversee the performance of Google Ads, Meta Ads, SEO, web, and creative campaigns.
• Analyze account performance, identify optimization opportunities, and guide implementation.
• Develop account health monitoring processes and identify churn risks.
• Drive portfolio-wide performance improvements through strategic insights and benchmarking.

Reporting & Analytics

• Own client reporting processes, including dashboards, monthly reports, and quarterly reviews.
• Ensure accurate conversion tracking, attribution, and analytics implementation across client accounts.
• Monitor key performance indicators and communicate insights to clients and internal stakeholders.

Quality Assurance & Process Improvement

• Review client deliverables before release to ensure quality and consistency.
• Maintain and improve SOPs, workflows, and operational documentation.
• Develop repeatable processes and best practices across the organization.
• Conduct post-mortem reviews on lost accounts and implement process improvements.

Crisis Management & Client Retention

• Act as the first point of escalation for client concerns, account issues, and operational challenges.
• Manage account recovery efforts and implement retention strategies for at-risk clients.
• Coordinate cross-functional teams to resolve issues efficiently and effectively.

Requirements

Requirements

• 8+ years of experience in digital marketing, with the majority of experience gained in an agency environment.
• Experience managing a portfolio of 20+ retainer clients or $1M+ in annual agency revenue.
• Strong knowledge of Google Ads and Meta Ads, including campaign analysis and optimization.
• Working knowledge of SEO and digital marketing best practices.
• Proven experience leading and developing teams, including managing direct reports.
• Excellent client-facing communication and relationship management skills.
• Experience with project management platforms such as ClickUp or similar tools.
• Proficiency with CRM systems and collaboration tools such as Slack.
• Strong analytical, organizational, and problem-solving abilities.
• Experience using AI tools such as ChatGPT or Claude to improve operational efficiency.
• Ability to manage multiple priorities in a fast-paced agency environment.

Preferred Qualifications

• Experience within healthcare, therapy, behavioral health, or ABA-related industries.
• Familiarity with HIPAA-compliant marketing environments.
• Experience with landing page builders such as Unbounce, Elementor, Webflow, or GoHighLevel.
• Copywriting and content review experience.
• Experience contributing to agency growth, operational scaling, or strategic planning initiatives.

Benefits

1. Comfortable working U.S. hours
2. Remote work from home

Fraud Disclaimer:  ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.